• Responsible for forecasting and meeting/exceeding monthly and annual revenue goals from multiple digital sources including subscription, micro-transaction digital sales, and platform-based sales• Articulating and driving vision for content delivery and marketing to retain existing users, winning back lapsed users, and drawing in new users• Provide analysis of expected content from a Western perspective to advocate for changes based on our core audience’s needs and wants as well as behavioral patterns. • Responsible for managing build delivery from receipt of build through QA and Operations and ultimately coordinating live release between all departments.• Present to Sr. Management and Executives on state of game, identify opportunities or threats and communicate any risks openly for thoughtful consideration.

• Led cross functional team to surpass annual engagement goals by 5-10% based on business KPIs• Surpassed business financial goals to retire paid application in favor of a subscription-based business model by 30-40% in my last year• Creatively met business goal to switch to recurring monthly subscriptions via Apple iOS app by introducing video content to qualify the app as a premium content service • Devised and maintained an 18-month customer engagement roadmap and executed on the prioritized projects while evangelizing the roadmap across all levels of the organization and across multiple teams• Defined, prioritized, and executed on a product backlog for multiple engineering, front end, and UX resources, launching 6 major web and mobile features (6+ months each) and countless smaller projects• Led evolution of product team processes leading to changes in how the team discovered user problems through validation of hypotheses and translating those to product opportunities on a roadmap• Conducted hundreds of customer insights gathering sessions, interviews, and innovation games across Europe and North America to deep dive into customer experience and understanding of issues faced by our customers• Identified business problems and opportunities using quantitative in-house analytics tools and Google Analytics

• Produced/project managed 3 large scale Marketing initiatives with firm goals for sales numbers and either met the sales goals or exceeded them by 10-15%• Integrated and organized the marketing, community, and customer support teams into a Kanban/Scrum environment with a focus on resource planning, scheduling, prioritization of work, and iteration/release planning and exposed senior management to the status of projects/marketing and PR plans using Agile software• Successfully coordinated monthly content releases for 18 months between marketing, PR, and development teams to continuously drive up concurrency and average unique users month over month• Liaised with Customer Support and Community teams to triage high profile issues and planning tools/bug-fixes to efficiently address user concerns and problems• Tracked Sprint progress by resolving blocking issues, alerting stakeholders on issues and providing updates on completion dates

• Coordinated Quality Assurance, Community, Customer Service, Operations, and Marketing teams to triage issues in the Live environment• Partnered with Product Management and Lead Design Teams to drive new feature implementation, including drafting technical specification documents outlining testing and launch• Tracked server and client teams velocity to schedule release dates of features and content

• Partnered with Senior Producer to define and maintain the milestone schedule and content of projects• Validated key milestones and deliverables in relation to project launches• Responsible for early identification of potential problems to aid in solving user issues in a timely manner; tracked emergent issues• Effectively communicated with cross-functional teams including Public Relations, Marketing, Localization, QA, Production Planning, Customer Service, and Brand Management to ensure common goal was achieved

· Handle international ratings submissions, assets, and access for PEGI, USK, and ESRB· Work directly with Quality Assurance, Operations, Community, and Web Management to ensure correct workflow for testing and deploying game content· Set project milestones, establish and agree to ownership of all tasks and provide guidance to internal and external team members· Work with Brand Management to monitor key milestones on their respective projects· Participate in international cross-functional teams and work closely with contacts in Development and Design, Quality Assurance, Customer Service, Community Relations, Sales and Marketing, and Publishing· Media trained for work with Public Relations and Marketing on initiatives and provide accurate and engaging press interviews· Guide project through Gold Master life-cycle process for physical and digital release· Maintain asset pipelines on the production side to ensure timely delivery of assets as required to promote and publish the finished product

• Managed the translation, editing, and integration of internal documentation and in-game resources including text, sound, and visual images• Compiled, translated, and distributed localization build notes for four languages along with Release Candidate builds• Managed the relationship with third-party vendors for translation projects; managed and monitored deadlines

· Investigating and taking appropriate action against players with reports of poor conduct or inappropriate behavior· Created training documents, compiled daily reports from support team, and sent a nightly statistical report· Management of outsourced support team in India and worked as liaison between the development team and customer support representatives there· Compile and deliver weekly reports dealing with the tracking of progress on major issues· Represented NCsoft at several trade shows, including E3 2006 and 2006 San Diego Comic-con