Chicago, Illinois, United States
I am passionate about creating and growing powerful digital products that make a significant impact in millions of people's lives. Previously a Director of Product at Shopify within the Shopify Fulfillment Network product team. We built a zero to one fulfillment network with the vision of enabling merchants everywhere to exceed buyers expectations. Acquired Deliverr and was acquired by Flexport Previously I was a Director of Digital Product Management at United Airlines. Specifically, I led our Growth team which oversaw the transformation of experiences and teams that span across our loyalty program, customer self-service tools, chatbots / automation, UX research, and experimentation Previously I led United’s Digital Platforms team where I served as the Senior Product Manager overseeing the technical re-platform of United.coms $18B web channel, map Search, AI/ML integration across platforms, personalizing our homepages, and metrics/experiments infrastructure across platforms Before joining United, I was a leader of Staples Digital Product Management team tackling a variety of strategic and operational projects. My work at Staples has combined product vision, go-to-market strategy, and operational implementation to help get the right product solution into the market in the right way. I led product launches for key platforms such as Staples Marketplace, Artificial Intelligence / Machine Learning pricing engine, our award winning mobile checkout experience, and our innovative 1-click business invoice checkout process. The common theme is that I seek out opportunities to tackle hard problems with small teams via a data-driven approach.
• Apollo is an all-in-one sales platform with tools to help you find more customers and intelligently reach them. (Most recent Series D round of $100M led by Bain Capital Ventures) • My group is responsible for building the next generation pipeline generation platform that helps teams grow by intelligently finding, reaching, engaging, and winning more customers through email, call systems, and meetings
• Craft, culture, and community leader for PMs at Shopify • Drafted product vision and overarching strategy of SFN from prior to product market fit to hyper-growth • Hired, recruited, and led multiple amazing senior PMs to deliver on business goals and KPIs • Responsible for specific product areas such as: - Shopify Logistics Merchant Acquisition: Drove 10X increase in conversion and MAU’s through transforming a manual & slow onboarding process to a self-serve product led growth process that was 80% faster - Billing, Pricing, & Packaging: Launched a zero-to-one pricing, packaging, and billing solution that increased existing merchant revenue by 15%, accelerated new merchant growth by 20%+, outperformed retention goals, and improved billing accuracy - Refunds & Claims: Reduced support costs & drove self-serve claims adoption by 25%+
Member of the senior product leadership team as Director of Growth. Supported growing United Airlines digital channels from $12B to $18B and membership growth by +XXM active members. Managed an amazing team of product leaders and set OKR's, vision, and strategy across acquisition, activation, retention, experimentation, and UX research across United's $18B digital channels Notable product launches: - The launch of a $2B new channel, United Airlines Map Search - The ability for passengers to navigate travel restrictions, through a map - A number of major airline firsts including an instant refunds system, an artificial intelligence customer care compensation, and co-pilot recommended care customer service application that saved $XXM annually & grew self-service adoption +70% - Zero to one build and scaling of our artificial intelligence chat bot that handled 40% of airline support volume and significantly reduced avg. time to resolution - Rapid experimentation on our ancillary sales strategy that increased ancillary revenue across our digital channels by 20%+ - Scaled the UX research craft to include both quantitative and qualitative researchers and introduced design sprints and design thinking that resulted in a +50% improvement in the cycle time and exponential growth in customer research in product decision
I led the growth & engagement product areas which included setting the vision, OKR's, hiring, recruiting, and leveling up product managers across our United.com and Mobile App platform products Notable product launches include: - The technical re-platform and redesign of United.coms $18B web and award winning mobile app channels - Led the introduction of a zero-to-one design system and reusable code library that saved $1.5M in development cost for United in reuse in year 1, created a consistent user experience across our digital platform, and accelerate go-to-market - Personalization of our homepages and gamification of our loyalty program that increased advertising revenue by +$XXM and increased membership signups by 60%+
- Led the long-term vision, strategy, and digital transformation of United Airlines Digital teams and channels - Developed investment cases and worked closely with executive leadership to receive board approval and P&L investment to execute against our 3 year vision
Leader of Staples Digital Product Management team tackling a variety of strategic and operational projects. My work at Staples has combined product vision, go-to-market strategy, and operational implementation to help get the right product solution into the market in the right way. I led product launched for key platforms such as Staples Marketplace, Artificial Intelligence / Machine Learning pricing engine, our award winning mobile checkout experience, and our innovative 1-click business invoice checkout process.