Lead a team responsible for delivering convenient, consistent, and connected experiences for team members and customers through customer advocacy, partner integration and strategic portfolio management for the Commercial organization.

Responsible for new partner integration and improvement of the customer experience across our partner airlines.Served on the oneworld Management Board, responsible for making strategic decisions for the oneworld Alliance and ensuring accountability for delivering results

Responsible for driving top priority commercial initiatives, including designing and executing American’s Seamless Partnership Initiative, to be implemented with American’s strategic airline partnerships.

Led multiple teams across the department including Ancillary Development, Ancillary & Channel Performance, Ancillary Operations Research, Data Science, Product Delivery, and Revenue Integrity & PNR Automation. Guided and cared for 45-person/6-manager organization responsible for:o Creating, developing, and measuring the success of American’s ancillary product mix, including bags, seats, paid upgrades, change fees, priority boarding, and same day flight changeo Collaborating with the Digital organization to ensure the optimal customer experience for purchasing ancillaries o Working with direct and indirect channels to improve fare and product display, ensuring that RM’s selling strategies and policies are monitored and protected in the marketplaceo Designing and implementing pricing tools, logic and processes for our overbooking, pre-removal, and denied boarding productso Ensuring key data sources used across the company are complete, accurate, and incorporates current business practices (e.g. MIRS, RevABK/Worms, OA competitive, Joint Business)o Identifying new internal and external data sources to improve decision making across the companyo Partnering with IT to establish the data and technical architecture strategy to fulfill the reporting and analytical needs of the departmentServed as American’s representative on the ATPCO Advisory Board for the Next Generation Storefront

Led a team of analysts to develop customer insights and data-driven analysis to inform and support business decisions across the company. This included developing propensity models and conducting post-campaign analysis on the effectiveness of our actions to drive incremental behavior from customers, regular reporting to Officers via a Customer Scorecard, as well as ad hoc analysis to evaluate critical business decisions the company was considering. During this time I worked closely with external data providers to supplement our internal data, creating a more robust and holistic view of our customers. Led the Loyalty department’s efforts to create a personalized engagement strategy with our members, including efforts to be more coordinated and aligned across the enterprise. This included launching the 'Customer 360' project to pull all historical, transactional, and contextual data together to serve as the foundation for omni-channel personalization efforts across the company.Nominated by VP and chosen by the Arts Leadership Council to serve as 2017 Co-chair for the Business Council for the Arts- sponsored American Airlines Employee Art Show (“On My Own Time”) with over 300 employee participants. Was subsequently inducted into the Leadership Arts Institute as a representative of American Airlines.

Performed short term forecasts, budgeting and performance analysis for various divisions. Served as Controller for the Finance organization (~270M in annual expenditures). Coordinated and performed integration efforts with US Airways, including reporting on progress toward initiatives, validating financial systems, and consolidating financial statements.

Performed a profitability analysis for a product line and presented it to the CFO. Findings and recommendations were presented to the business unit heads for improvement recommendations.Managed a team of 7 interns toward development of a new product for Travelocity, a subsidiary of Sabre. Presented business case as part of an intern case competition.

Researched state-owned enterprises in China, including identification of core capabilities and strategic objectives in order to initiate cross-border investments in and acquisitions of U.S. companies, primarily in the energy sector.

Developed strategic plan for Opportunity International USA’s International Business Development department on how to successfully raise funds from institutional, bi- and multi- lateral donors.Created proposals and budgets in excess of $8 million for 1) the Inter-American Development Bank to fund Opportunity Nicaragua’s work to support eco-tourism and sustainable economic development; 2) Credit Suisse to fund Opportunity US’s technology and capacity building initiatives; 3) the E.U. to fund Opportunity Malawi’s venture into mobile phone banking.

Responsible for development of business plans and proposals for bi- and multi-lateral donors and global organizations and corporations, with winning proposals totaling over $40 million. These included over 15 plans funded by the Bill & Melinda Gates Foundation, Credit Suisse, the International Finance Corporation, the International Fund for Agricultural Development, the United States Agency for International Development, and the United Nations Capital Development Fund. Opportunity Banks worldwide serve over 400,000 voluntary savings clients, 1.2 million active loan clients and 3.5 million micro-insurance clients in 27 countries. Combined, these institutions experience a 98% repayment rate.Collaborated with senior bank staff, agriculturalists, and insurance specialists in Colombia, Malawi, Rwanda, and Uganda to develop business plans and budgets for launching innovative programs.

Managed major research initiatives, including feasibility studies for expansions and startups, which formed the foundation for entry/expansion decisions for Opportunity’s initiatives abroad. Organized and managed market research teams.Wrote content for and designed marketing materials geared toward bi- and multi-lateral donors and large global organizations.Organized and executed donor events to promote Opportunity’s accomplishments and innovations.Worked cross-functionally to help the sales and marketing teams communicate technical issues to donors and prospects.

Managed $2 million project in Colombia, including managing and reconciling budgets, maintaining regular communication with donors and implementers, and developing scopes of work and memorandums of understanding among involved parties.

Conducted research for and edited book on political forgiveness The Healing of Nations: The Promise of Political Forgiveness (Rowman & Littlefield, 2004) by Dr. Mark Amstutz.