Drive overall program delivery for Store Returns technology, supporting customer and employee journeys from the time of return initiation to the item's return to inventory. Lead and support all phases of the SDLC. Collaborate with Product and Business stakeholders to define technical requirements and prioritized product roadmap, assessing tradeoffs and downstream impacts. Implement engineering practices to streamline development and reduce overhead. Manage system monitoring to define KPIs performance as well as run and maintain priorities that ensure ongoing product health.

Managed Digital Store Experience portfolio, representing online store presence, vendor-supported appointment booking for in-store services, and digitally-enabled experiences in physical stores. Owned product roadmaps, analytics, and quarterly OKRs. Collaborate with engineering and business teams to establish development priorities and to deploy enhancements. Delivered +5% UDVs and +12% services engagement MoM.

Owned portfolio of 10 guest-facing digital experiences for 10,000+ daily visitors. Collaborated with senior leadership and stakeholders to define product goals, experience, and metrics of success. Assessed, selected, and managed vendors. Measured and optimized ongoing performance. Maintained product backlog; delivered project oversight, marketing assets, and training materials; and developed long-term product roadmap. Launched 5 new experiences. Doubled year over year adoption of existing experiences.In addition to the traditional Product Manager work, I got to do a little bit of everything. From python coding on a Raspberry Pi to sanding and painting 3D printed shields for our photo kiosks to writing copy for the mobile app, my role allowed me to flex a lot of different skills every day. I pitched in wherever I could to improve the experiences of our guests.

App Portfolio Manager | Global Fast Casual ChainManaged a portfolio of 4 independent back-of-house applications for more than 2,000 global restaurant locations. Independently led client VP team through program mapping, RFP definition, vendor selection, and weekly status reporting for C-suite. Provided ad hoc project management.Web Product Owner | Athletic Apparel RetailerOwned evolution of client’s .com experience. Led workshops with cross-functional stakeholders across business, design, and engineering. Developed 40+ Agile user stories. Delivered a new visual design language for eComm storytelling. Increased marketing flexibility via decoupled technical architecture, including 24 plug-and-play components that reduced CMS change propagation from 3 weeks to minutes.Mobile Deployment Lead | Hospitality FranchiseDeployed suite of 3 in-house mobile applications across a network of 1,200 individually owned and operated franchises. Coordinated interdependent infrastructure, software, and hardware vendors across a 9 month phased deployment. Managed go-live activities and on-site staff training.Mobile Engagement Manager | Salon FranchiseServed as both Product Owner and Project Manager for iOS mobile app development. Translated business requirements into 40+ user stories. Led offshore team of 12 designers and developers to deliver a 5 star rated app.

Design Lead | State Department of Motor VehiclesOverhauled 40+ business workflows and redesigned over 300 user screens for licensing and vehicle registration. Collaborated with SMEs to define user journey and 12 core use cases. Created 70+ user stories, workflow diagrams, and design artifacts for development team.Healthcare Reform Lead | State Health and Human ServicesServed as an Affordable Care Act (ACA) SME across multiple state implementations, including TX, IN, and MA. Managed Texas-Federal systems interface for eligibility assessment of over 6 million potential clients. Established timelines, scope, and resources for 12+ deployments.Self-Service Product Owner | State Health and Human ServicesEnabled self-service case maintenance for over 5 million potential users, reducing workload of 9,000+ staff. Led requirements gathering workshops and generated user stories and design templates for engineering teams. Defined feature set for new mobile application.