Chandler, Arizona, United States
Dynamic Product Manager with over a decade of experience in leading UX design, tech, and digital project operations across multiple sectors. At American Express, I steered a talented team through the complete design process, enhancing product functionality and customer satisfaction through strategic, user-centered methodologies.My career is marked by a passion for transformative leadership and innovation. I excel in mentoring teams, orchestrating agile and scrum methodologies, and fostering environments where creative solutions and data-driven strategies thrive. My efforts have consistently resulted in elevated product quality and streamlined project executions, impacting UX outcomes positively.I specialize in:• Product Mgmt.• UX Design & Research• Tech • Agile & Scrum Methodology: Managing end-to-end agile processes, optimizing team dynamics, and project deliverables.• Cross-functional Leadership: Aligning teams across design, engineering, and business to enhance product development and stakeholder satisfaction.• Strategic Program Management: Driving initiatives that merge customer insights with technological advancements to boost user engagement and business growth.• Design Thinking and Design Sprint FacilitationWith a robust technical background and a strategic mindset, I am committed to pushing the boundaries of digital design to create compelling, user-focused experiences. Let’s connect to explore how we can drive forward innovation and excellence.
Assoc. Digital Product Management in Global Services Group (GSG) working on internal capabilities tool called Global Workforce Management writing features, creating strategy and managing build for improvements and enhancements to the tool that support the Managers of Customer Care Professionals (CCPs) who are on the frontlines handling card accounts and acquisitions with businesses and consumers.
At American Express, I managed end-to-end agile scrum processes for Corporate Card @Work, Payments, Apply for Card, and Insights & Reporting projects, targeting diverse market segments. I collaborated closely with Product, Information Architects, ScrumMasters, Program Managers, and Engineering teams to enhance product design and functionality, ensuring alignment with strategic company objectives. I coordinated quarterly usability testing with internal and external stakeholders, leading efforts from prototype development to final analysis to optimize user experience across key platforms. I directed comprehensive project planning for major @Work initiatives, from initial intake and RACI/RAPID chart creation to discovery, workshops, research, and high-fidelity design delivery. This process included usability testing and quality assurance to ensure exceptional product outcomes. Additionally, I facilitated UX Design Thinking workshops and Design Sprints for product teams, promoting innovation and user-centered design principles to improve product usability and customer satisfaction. These efforts contributed to the development of intuitive and effective products, enhancing the overall user experience.
In my role, I led daily scrum meetings with the UX/Web Development and Business Optimization teams, utilizing digital Scrum and Kanban boards to enhance team visibility and coordination. I managed the product backlog and facilitated planning, review, and retrospective meetings, effectively removing impediments and maintaining weekly burn-down charts to track progress transparently. I managed diverse web development projects, including landing pages and microsites, by structuring tasks into epics and user stories, ensuring thorough pre-launch validation and successful project execution. I optimized resource allocation and project scheduling for the Web Development team, proactively communicating potential risks to product owners to ensure timely delivery. I directed quality assurance processes, including comprehensive device testing for Android and iOS platforms, to ensure high-quality software releases. Additionally, I spearheaded the design and implementation of Digital Vendor Brand Shop sites on petsmart.com and petsmart.ca, collaborating with cross-functional teams across omni-channel, marketing, and creative departments to enhance online presence.
In this capacity, I managed multiple client projects simultaneously, covering Web/App Development, SEO, PPC, Social Media, Blogs, Email Workflows, and Print Design Collateral. I collaborated with cross-functional teams to achieve client goals, consistently exceeding expectations through strategic planning and effective issue resolution. I delivered exceptional client service, ensuring timely and effective communication, and proactively addressing both challenges and achievements to meet client objectives. I orchestrated the establishment of a comprehensive Quality Assurance process, facilitating device-specific testing to enhance product reliability and user experience. I led initiatives to optimize client communications, providing both positive feedback and constructive solutions to foster transparency and trust. Additionally, I enhanced digital marketing strategies by integrating advanced tools and techniques in SEO, PPC, and social media, boosting client visibility and engagement. These efforts resulted in successful project outcomes and strengthened client relationships.