• Responsible for Technical Services resources and successful delivery of technical solutions for customer business initiatives in order to drive maximum value through utilization of the Invoca product.• Design, implementation, socialization and operational oversight of the Technical Services Operating Model used to provide repeatable methodology for providing quality technical services to customers on time and on budget.• Re-architecture and release of Technical Service Catalog to clearly define available service offerings from Technical Services to set better expectations with requesters and customers while gaining further analytical insights for bandwidth forecasting.• Role definition and career pathing for 12 Technical Services resources including Customer Success Engineers, Solutions Architects, and Technical Services Management.• Proactive cross-functional engagement with go to market team leadership (Onboarding, Customer Success, Engineering, Product Management, and Sales) to improve cross-functional operational efficiency.

• Lead, mentor, and set clear performance goals for the Technical Services team to empower their potential.• Ensure prompt and effective technical support through various channels, maintaining high customer satisfaction and resolving complex issues.• Continuously optimize technical service processes, implementing best practices and standardized procedures to enhance the customer experience.• Foster a collaborative and inclusive team, offering ongoing training and skill development.• Collaborate with Engineering, Product Management, and Sales to address customer needs and identify issue trends.• Establish and track KPIs, generating regular reports for performance monitoring and improvement identification.• Manage escalated customer issues effectively, engaging with senior management as needed.• Implement quality assurance measures to ensure consistent, policy-compliant service delivery.• Act as a customer advocate, pushing for improvements and new features to enhance overall satisfaction.

• Lead team through hiring, onboarding, mentorship, and code reviews.• Provide peer guidance, share best practices, and enforce design patterns.• Enhance measurement processes using SCRUM and Agile methodologies.• Manage technical customer implementations for high-value clients, including DISH, T-Mobile, AT&T, and more, generating $10M in ARR.• Translate customer business objectives into system requirements and guide enterprise-wide technology approaches.• Train customers in JavaScript and REST API capabilities, including QA and debugging.• Offer technical advisory services on multiple integrations and platforms.• Compile project instructions, engineering plans, and technical documents.• Estimate resources required for successful project implementation.• Collaborate with the Product team to relay feedback and ensure customer success.

• Manage and improve website production processes.• Own national web services and lead process improvements, including best practices, Sitecore CMS, and web analytics.• Define and manage a 3-year roadmap for commercial web platforms and services. • Align with global web partners to enhance web strategies and best practices.• Act as a single point of contact for US web processes and governance.• Lead migration of 180+ international websites to AWS cloud.• Architect design system and component library to improve customer experience, reduce time to market, and cut costs by 40%.• Develop process documentation and training materials.• Continuously research and stay updated on web trends and technologies to advance Amgen's web presence.

• Managed and mentored a diverse remote team, including art directors, UX/digital designers, developers, project managers, and writers.• Led successful digital initiatives from discovery to delivery, nurturing client relationships.• Directed and delivered high-quality, mobile-first digital marketing collateral, including responsive websites, mobile apps, emails, and digital videos, ensuring brand consistency and timeliness.• Developed and presented wireframes, prototypes, and final web/mobile apps.• Promoted new technology, processes, and procedures to enhance team quality and productivity through research and experimentation.• Served as a liaison for marketing business unit clients, internal creative resources, and technical partners.• Addressed escalations and resolved issues during project lifecycles related to technology.

• Created digital/interactive content for web and mobile platforms.• Led front-end web design/development and UX progression for digital marketing. • Mentored designers to enhance their web skills and industry knowledge.• Produced, designed, animated, and edited digital videos for brand promotion.• Designed responsive HTML emails for brand campaigns using Salesforce.

• Developed core mobile apps based on product specs.• Built reusable architecture for cross-platform video streaming.• Utilized RESTful web services for personalized data.• Collaborated in an Agile startup with product owners, UX, and QA.

• Front-end development, animation, UX, and design.• Integrated user interfaces with dynamic data from back-end databases.• Established core libraries for ongoing projects.• Collaborated with designers and product owners to create ideal user experiences.

• Produced multimedia content for executive presentations, training, and company communication.• Created videos, graphics, charts, and infographics.• Developed a custom video player for the company intranet.• Maintained and updated resource libraries and training materials.

• Designed marketing materials for real estate agents. • Created weekly ad layouts for local newspapers.• Managed web content for real estate listings.