As Director of Product for AI/ML, Process Intelligence & Automation, I set strategy, roadmaps, and delivery practices across five enterprise SaaS products. I led a scalability redesign that processed more than 6 billion events in minutes, supporting expansion with enterprise customers.
Professional
Work & Experience
Selected examples, followed by the complete career history and résumé.
Selected work
As Senior Manager for Key Projects, Digital Experience, I improved prospect and customer journeys across ServiceNow.com and its web application. A unified design system, modern architecture, and rigorous testing contributed to 40% higher engagement, 19% lower bounce, more than 20% growth in qualified leads, and 60% less time to market for key initiatives.
As Director of Digital Shopping Experience, I led work across discovery, product detail pages, cart, and checkout. Add-to-cart rose 150%, conversion improved 20%, and bounce fell 25%. The Spanish-language store launched in six weeks and doubled conversion for that experience; experimentation velocity increased fourfold.
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Career, most recent first
Recovered five enterprise SaaS products and set strategy, roadmaps, and delivery practices across the portfolio.
Repositioned process mining into a unified Process Intelligence platform spanning process mining, task mining, and intelligent document processing workflows. Directed a scalability redesign that processed more than 6 billion events in minutes, supporting expansion with enterprise customers.
Improved key prospect and customer journeys across the web application and ServiceNow.com.
Improved engagement by 40%, reduced bounce by 19%, and increased qualified leads by more than 20% through a unified design system, modern architecture, and rigorous testing. Reworked product, UX, and analytics operating models, cutting time to market for key initiatives by 60%.
Digital shopping experience, ecommerce funnel and experimentation program across discovery, product detail pages, cart, and checkout.
Drove a 150% add-to-cart lift, 20% conversion improvement, and 25% bounce reduction across channels. Launched a Spanish-language ecommerce experience in six weeks, doubled conversion for that experience, and increased experimentation velocity fourfold.
Led and scaled a team of 18 product, program and marketing leaders across a $20M+ services portfolio.
Oversaw UX, analytics, and delivery for multi-vertical enterprise clients and operations for an 80+-member optimization studio. Scaled a go-to-market team from 3 to 12+, generated $4.6M in new revenue in six months, and led the agency's largest account through growth from $60M in 2018 to $121M in 2019.
Defined and launched a new SMB SaaS ecommerce platform for millennial entrepreneurs.
Delivered a freemium MVP from concept to launch, generating thousands of closed-beta signups. Led agile engineering teams through prototypes and production capabilities, then improved the cost to serve with automated support, customer onboarding, and chat support.
Owned a $20M+ yearly product budget for Dell.com's shopping experience.
Delivered more than $300M in incremental revenue through shopping experience improvements. Reduced the purchase flow from 15 to 8 clicks and improved Net Promoter Score by 14.8% and revenue per visitor by 21% by resolving top dissatisfaction drivers.
Earlier Career: Washington, DC
Public Media & Journalism
I worked in digital product, editorial, and audience engagement roles at PBS, NPR, and NBC affiliates. That experience shaped my work in storytelling, analytics, content platforms, and cross-functional teams.
Resume
Download my complete work history, accomplishments, and contact information.