Managing team of two direct reports, overseeing Involuntary Churn product area, focused on the end-to-end retention journey for customers experiencing payment failures, including prevention, recovery, and reconnectProduct Strategy, Vision, and Roadmap Development- Identified key retention opportunities across all stages of the customer journey (prevention, recovery, reconnect), successfully advocated and secured engineering commitment for initiatives projected to retain 1.4M subs annually- Managed a multi-faceted customer research initiative to analyze Involuntary Churn industry benchmarks, competitor strategies, and customer behavior in order to identify opportunities to enhance our retention strategies Execution (Agile), Product Launch, and Product KPI Measurement- Launched payment retry experimentation capability, oversaw A/B testing program from test design to execution, identifying optimizations to payment retry logic, driving a 7%+ improvement to involuntary churn subscriber recovery- Led reporting for Involuntary Churn, closing key data gaps, establishing Growth-wide OKRs, and developing weekly business review (WBR) framework to provide regular updates on performance to execs, including Head of Product

Led Commerce Tooling & Trust team, overseeing Commerce, Customer Support, and Fraud capabilities supporting the multi-tenant Commerce platform running all Warner Bros. Discovery streaming services (primarily focused on "Max").Cross-Functional Leadership and Collaboration- Oversaw Payments Fraud solution (Kount) migration to new Commerce platform; identified P0 requirements and post-launch backlog, aligned business and engineering stakeholders, and coordinated UAT testing plan - Guided launch of “pause subscription” feature by forecasting retention impact, driving design of UX and backend, and overseeing cross-functional engineering effort; reduced voluntary churn on Google platform by 7%+ per year- Integrated HBO Max customer support tooling into new Commerce platform; analyzed 25+ core customer support capabilities to migrate, identified APIs to support each capability, guided integration by 3rd party Salesforce developer- Designed and implemented a product intake process; centralizing feature requests, improving stakeholder communications, and standardizing inputs to engineering scoping; improved efficiency of end-to-end product lifecycle

Led In-App Purchase Commerce team, overseeing growth and retention initiatives and partner management across five in-app purchase partners (Apple, Google, Roku, Amazon, Samsung), including two dotted line reports.Subscriber Growth and Retention- Led Commerce In-App Purchase team through June 2021, responsible for subscription acquisition and retention, replatforming efforts, and business operations support, bringing on two additional team members during my tenure- Directed 20+ product initiatives, including new capabilities, international launches, promotions, and customer migrations across key connected TV and mobile app platforms, leading to 3.3M subs acquired or retained in 2021-2022- Analyzed international expansion opportunity and developed the scalable in-app purchase architecture across SKU management, promotion management, cross-border roaming, and localization, supporting a 60 country rollout in 12moExecution (Agile), Product Launch, and Product KPI Measurement- Defined user experience and payment integration requirements and supported development/testing for integration of an alternative payment method (Amazon Pay) in buy flow, establishing a framework for additional payment integrations- Developed and executed customer migration strategy to successfully migrate 300k+ subscribers to HBO Max from legacy wholesale businesses and international products in LATAM and EMEA Nordics/Spain

Product Strategy, Vision, and Roadmap DevelopmentCross-Functional Leadership and CollaborationProduct Backlog Definition and PrioritizationExecution (Agile), Product Launch, and Product KPI MeasurementProduct Strategy, Vision, and Roadmap Development- Launched eCommerce pre-order capability projected to generate $80M+ in revenue within 12 months of release- Collaborated with UX/UI design team to develop user journeys, wireframes, and designs for direct-to-consumer platformCross-Functional Leadership and Collaboration- Led product management for 175+ person zero-to-one eCommerce program at Global 500 video game company, producing producing $125M+ in revenue within one year of launch- Aligned 30+ cross-functional stakeholders (incl. Engineering, Legal, Operations, etc.) on key business process and technology architecture decisions for launch of new B2C eCommerce business- Directed a team of six high-performing product managers through nine-month Agile delivery cycle for new D2C platform, responsible for ~10% of weekly sales revenue after 9 months Product Backlog Definition and Prioritization- Drove product definition of payments architecture across eCommerce platform responsible for 300K+ orders in 12 months- Identified payment failure root causes on DTC pre-order feature; implemented fixes to increase payment acceptance rate from 93% to ~98%Execution (Agile), Product Launch, and Product KPI Measurement- Established and executed on OKR to improve post-purchase customer experience, reducing contact ratio from 13% to 3%- Implemented an eCommerce sales event queuing capability, enabling the successful execution of two pre-order events, generating 150K+ orders and $35M sales in two single day events

Product Strategy, Vision, and Roadmap Development (Subscription Product)- Analyzed and identified opportunities within merchandising and marketing of Xbox One app to improve subscriber value proposition, reduce churn, and increase digital purchases- Built business case and recommendation for premium subscription tier, representing a $100M+ business opportunity (subsequently implemented for Origin Access - PC subscription)

Product Strategy, Vision, and Roadmap Development (Marketing/Customer Engagement Products)- Developed roadmap to enable a Fortune 500 retailer to transform into a market leader in personalizationProduct Backlog Definition and Prioritization (Analytics Products)- Designed and developed retail merchandising solution targeted for $8M of sales opportunities at Fortune 100 retailers within three years

Product Strategy, Vision, and Roadmap Development (Analytics Products)- Conducted user research with store employees at Fortune 100 retailer to develop store financial dashboard, reducing data analysis time by ~50%- Led technical assessment at Fortune 100 auto parts retailer, producing a roadmap and recommendation for short and long term reporting/data quality product developmentProduct Backlog Definition and Prioritization (Analytics Products)- Coordinated requirements definition and development for three analytics initiatives, leading to successful customer data platform transformation at a Fortune 100 retailer Recognition:- Regional Service Line Leader Award (2013): One of 15 Information Management practitioners of 1200+ in the East region to be recognized for client service excellence- Leadership Recognition Award (2012, 2013): Recognized for significant leadership and contributions to the Information Management practice

- Led vendor selection for business intelligence hardware solution to enable improved business reporting performance - Achieved buy-in on business intelligence hardware recommendation by presenting proposed solution to CIO and VP of IS Finance, resulting in the implementation of the recommended hardware