Austin, Texas Metropolitan Area
I work on the systems behind the scenes that have to work. Senior product and program leader specializing in platform products, intelligent automation, and enterprise delivery - particularly within CRM and finance & billing ecosystems. Experienced in building governance models and NLP-enabled workflows that balance speed, reliability, and scale, translating complex systems into clear strategies teams can execute with confidence. Known for building teams from scratch and creating clarity, momentum, and trust in complex environments.
Led the modernization of the IT PMO, overseeing an enterprise technology portfolio supporting 24/7 airline operations during the airport’s transition to a large international hub. Built a predictable delivery model through governance frameworks, executive dashboards, and OKR-aligned roadmaps; driving improvements in on-time delivery and clearer prioritization across engineering and business teams. Delivered complex, cross-functional initiatives including enterprise ServiceNow integrations that centralized intake, automated routing, and reduced manual handoffs - cutting time to resolution and improving consistency across support teams. Led the end-to-end rollout of GoodMaps indoor wayfinding, delivering an inclusive, production-ready digital service that expanded independent navigation for travelers with visual impairments in a live, 24/7 operational environment.
Owned AI-powered automation initiatives within Finance and Revenue Operations, driving enterprise-wide transformation of financial workflows. Led enterprise automation strategy using low-code/no-code, RPA, NLP, and API-driven workflows. Developed an RPA workflow integrating with Workday APIs to automatically retrieve 8–12k invoices/month, validate key fields (ship-to, bill-to, tax, amounts), correct financial report data, and notify submitters of discrepancies - compressing a two-week manual review into 1–2 days and eliminating 300+ hours/month of manual effort and reducing reporting time by 92%. Led an NLP-driven Salesforce case routing initiative by analyzing 10K+ historical case records, defining intent taxonomies and validation rules, and partnering with engineering to integrate case data via APIs - enabling more accurate case classification, improved routing decisions, and identification of automation opportunities for high-volume support requests. Partnered with Engineering and Data Science to productionize machine learning models (NLP classification) and measure precision, routing accuracy, and workflow performance improvements. Advanced the Intelligent Automation Center of Excellence by establishing cross-functional delivery pods and an Automation Ambassador Program, scaling adoption across Finance, Sales, Marketing, and Client Services and accelerating automation delivery, reuse, and business impact.
Defined strategic vision for centralized finance tools within Revenue Systems. Delivered revenue and billing system enhancements, including self-service billing, promotions, credit memos, and financial APIs - reducing manual operations by 83%, improving invoice accuracy, and accelerating refund resolution by 50%. Built Salesforce-integrated automation tools (APIs, Chrome extensions) improving Sales productivity by 30% and reducing case resolution time by 83% ($500K annual savings). Facilitated roadmap alignment workshops across Engineering, Finance, UX, and stakeholders.
*Manage global operations team of analysts with teams in Austin, Costa Rica, and India. *Craft and own critical product status updates across multiple stakeholders groups to ensure SLOs for critical financial impacting events. Examples include sales commission, revenue recognition and financial reporting. *Manage and orchestrate business process operational tasks for Revenue Systems, including support end of month financial close of books, sales and revenue. *Coordinate Revenue Systems’ response to production outages impacting internal and external customers, including monetary remediation when needed. *Collaborate with Product and Engineering, Finance, Global Product Commercialization, Sales and Operations teams to strategize on new product revenue intake and integrate within the Revenue Systems platform. *Gather requirements for support of ERP and subledger system implementation. *Coordinate technical reconciliation between internal databases and current ERP. **System and Financial reconciliation of accounting receivables, payments, invoicing **Reducing 60% manual effort by accounting and accounting receivables stakeholders eliminating manual manipulation and maintenance of excel and google sheets. **Gathered requirements for automation of Incident reconciliation for the operational support team. *Implemented automation processes for projects that required manual support and minimized risk for manual errors and reduced operational overhead. *Collaborate with the Data Engineering team on a scripting tool and process to reduce shared KPI of manual data tickets created and executed. *Triage and coordinate production support escalations. *Facilitated career development opportunities by establishing engineering internships for analysts.
*Early employee (#1) at Land.com within CoStar Group, contributing to 13+ years of platform scale, acquisitions, and systems integration in a data-rich real estate marketplace. Led development of internal platform capabilities integrating CRM, billing, and listing systems following acquisition of LandWatch and LandAndFarm, enabling unified workflows across the Land.com marketplace. Built custom ERP Solution converting sales from e-commerce monthly billing funnel into customizable 12 month annual subscription contracts. Supporting modifiable invoice schedules, renewals, addendums, and collection accounts. Created reports that saved 80 hrs from accounting every month end close and improved accuracy of books. Created payments infrastructure to support $3M cash applications and bank reconciliations at the end of each month. Led cross-functional team (Accounting, Engineering, Sales) to recoup 70% of delinquent receivables by developing a custom report to track aging receivables, instituting a dunning process, and increasing visibility into account states. Created a pre-invoice adjustment function to reduce the amount a client owes prior to an invoice being cut which reduced the amount of debit & credit transactions processed through the ERP systems. Created a custom report to analyze pre-invoice adjustment reason codes to provide input to new product design features. Proactively identified company opportunities to implement contract renewal programs. Led team to build new report/process for Sales team, resulting in increased efficiencies. Increased sales revenue with analytics designed to present sales reps with favorable lead areas/counties based on visitor IP location data matched against sales coverage and revenue generation data.
Managed team of Customer Service Reps Implemented training procedure for all Customer Service Reps and new Sales Reps Aggregated feedback from client base to IT Developer team Managed Retention program for onboarding existing client base.