Director Of Technology & Product
San Francisco, Ca, Us
Evolved the Technology and Product groups into modern data-driven Agile teams. Implemented quality engineering practices, cost modeling, capacity management, and redesigned customer-focused KPI’s. Improved project delivery time, overall quality, increased capacity, and reduced operational cost, resulting in a measurable improvement in customer and end-user satisfaction. Introduced and supported the adoption of cloud platform solutions for Internal IT, Online Services, and QA to reduce data center hosting costs and decrease time to market for business initiatives.Led a $5M security effort to segment the companies’ network and data center systems to meet PCI, PII, and ISO standards.Improved IT problem detection, and resolutions by 60% YOY, increased budget efficiency of 23%.Developed companies' first storage strategy with a multi-year focus on cost reduction, operational simplicity, and automation.Developed a multiyear UCM/UCCE strategy to modernize, optimize and reduce TCO, including SIP migration, call recording deployment, redesign of CVP resulting in a decrease of call abandonment by 70%, and reduction of OPEX YOY by 17%.Managed a team of 40+ people across the US, recruited and developed multiple Sr. Managers, and influenced significant changes in the companies hiring and talent development process.Created extremely close partnering relationships with multiple C-level business leaders across the company based on a foundation of transparency, honesty, and professional competency. Scaled the product and development teams to double the feature count per release, improve release quality by 28%, and moved to a shared accountability model for defect detection to the product/development squads. Led a product team that released five major products in 14 states, which increased sales by 12% YOY and reduced customer quote time by 37% while improving quote accuracy by 26%.
