As North American practice leader for Iris Digital Consulting, I spearheaded a crucial digital transformation that enabled creative customer experience (CX) initiatives. Empathy modeling, persona development, and journey mapping were prioritized to transform user experience design.I worked with customers and teams to improve maturity frameworks, measurement methods, and discovery procedures. My methodology included theoretical foundations and practical, implementable strategies that went beyond presentations. This increased team performance and client prioritizing, which differed from typical practices and had a tangible impact on the business and client.

My principal aim was to develop an all-encompassing operational CX and project management framework from the ground up for this fledgling agency that specializes in CX. By advocating for operational excellence, supervising resource allocation and benefits assignments, spearheading recruitment efforts, and meticulously managing project margins, I contributed significantly to this position.Amidst my stewardship, the organization experienced a strategic expansion of its workforce, guided by the fundamental values of reliability, anticipatory thinking, and financial viability. Fundamental to my approach was a steadfast commitment to maintaining and often surpassing the heightened standards of work excellence. By establishing an atmosphere that emphasized and sought after excellence, the group substantially enhanced client contentment and the agency's standing.

As an esteemed Chicago Emmy award-winning producer and writer, I played a pivotal role in the success of the renowned sketch ensemble Schadenfreude. The group flourished with my creative contributions and organizational planning, performing in over 350 shows across three continents. Our ensemble specialized in using incisive comedy as a powerful tool to address political and societal issues, providing audiences with thought-provoking entertainment and much-needed comic relief.

In my pioneering role as the first Integrated Project Manager for the central region, I was instrumental in aligning diverse service lines such as Technology, Requirements, Analytics, Reporting, Creative, CRM, and Email Managed services under a unified Statement of Work (SOW). My responsibilities extended to the planning and management of digital transformation programs. This encompassed a broad spectrum of tasks, including research and strategy formulation, the creation of mobile-first responsive websites, and developing comprehensive social marketing strategies. Additionally, I oversaw content creation and distribution across various digital channels. My expertise is also marked by versatility in project management, having adeptly applied multiple processes and methodologies, including Lean UX and Agile, to ensure seamless and efficient project execution.

In this role, I led cross-functional teams, guiding them to produce best-in-class work that excites our clients and adds significant business value. This has been instrumental in enhancing customer engagement and driving conversions. As the leader of the project management department, I have been responsible for the seamless execution of large-scale programs, encompassing areas such as strategy, performance media, content marketing, UX/design, and technical development across various system platforms.My expertise as a subject matter expert in project management and operations at the agency has been pivotal. I have played a key role in defining project scope and business requirements, effectively communicating the strategic value to our clients throughout the project lifecycle, and establishing the necessary processes and deliverables for successful execution.Additionally, I have managed a portfolio worth $18M, spanning across Health and Consumer Packaged Goods (CPG) verticals. An integral part of my role has also involved mentoring; I have guided four direct reports and a team of 13 project managers, fostering their professional growth and enhancing our team’s overall capability.

In my management role, I significantly contributed to the process development of the Marketing and Client Services team. My efforts were instrumental in driving exponential client growth, a testament to which is the impressive roster of clients we acquired, including notable names like Altria, IKEA, JoAnn Fabrics, EXPRESS, Wet Seal, H&M, Hidden Valley, and Victoria's Secret.As a subject matter expert in interactive and mobile strategy, I have been pivotal in constructing customer-related journeys that resonate with our client's needs and effectively meet their business objectives. This expertise has been crucial in delivering innovative and results-driven strategies.One of my key strengths has been building deep and enduring relationships with clients, leading to a remarkably low account churn of less than 1%. This success reflects my commitment to understanding and fulfilling client needs and a strong focus on maintaining high satisfaction levels.Additionally, my role encompassed mentoring and managing a dedicated team. This included six Customer Success Managers and a marketing team of three individuals. Under my guidance, this team consistently delivered on all projects and sold in new engagements, further solidifying our reputation for excellence and client satisfaction.

As one of the three portfolio managers at our Chicago office, I played a crucial part in scoping and directing all work, including new business scoping, estimation, and delivery planning. I developed and implemented approaches designed to solve business problems and align objectives with planned key performance indicators (KPIs).Leading multi-disciplinary teams comprising technology, creative, experience, and strategy professionals, I was responsible for delivering integrated solutions with teams of over 25 people. My role involved aligning dependencies, staffing, and casting work and meticulously reviewing all client timelines, Statements of Work (SOWs), and estimates. I also standardized project intake processes across a portfolio worth $9M, which included managing the brief, estimate, SOW, signoff, and kick-off stages.In addition to my managerial responsibilities, I dedicated time to mentoring three interactive project managers. My focus was to ensure that project controls and best practices were consistently followed, contributing to the smooth execution and success of our projects.

As a leader on the Project Management team, I was responsible for managing four accounts, contributing to an annual revenue of $3M. A key initiative I undertook was standardizing a new quarterly review cycle. This encompassed a comprehensive evaluation of accounts, staff, and budgets for all teams in the Chicago office, enhancing operational efficiency and financial management.I also introduced a new system for account visibility, implementing a rolling 3-month window that provided the Chicago General Manager with improved foresight and strategic planning capabilities. This initiative enhanced our approach to account management and business development.In addition to these strategic contributions, I managed a team of 12 project managers. My role involved overseeing their day-to-day activities and guiding their professional development, ensuring adherence to best practices, and fostering a collaborative and productive work environment.

Led an organization of project managers, business analysts, developers, and creative services responsible for the development and implementation of the corporate technology eCommerce strategies supporting the organization's eCommerce practice. Responsibilities included the full IT lifecycle including corporate IT strategy, application design and development, post-production help desk and support, and sales optimizations. A high level of success on corporate projects led to rapid advancement to director level.

Hired as agency’s first project manager. Initiated project management, billing, video, and multimedia processes for client service and finance team. Managed approximately 25+ active projects (maintenance and site work), totaling $120K of billings per month. Served as project estimation and scope lead for all client projects and sub-contracted work with agency partners.• Established new project estimation standards and financial-focused post mortems for business unit and company, new standards and templates integrated delivery reviews with all departments and minimized questions on how all numbers were presented.

I wrote and produced 34 episodes of a 30-minute sketch comedy show on Chicago Public Radio during my creative tenure. This series quickly became a cultural touchstone for listeners in the Chicago area. It resonated deeply with the audience by playfully and insightfully rallying against well-known local idiosyncrasies, capturing our community's unique spirit and quirks.The show's impact was not just limited to its popularity among listeners; it also achieved critical acclaim. It was both nominated for and won a prestigious Chicago Emmy, a testament to its excellence in both content and delivery. This recognition was a significant milestone, reflecting the show's quality, relevance, and appeal to the Chicago audience.