Toronto, Ontario, Canada
• Product Owner for multiple eCommerce projects, leveraging Agile methodology to define project scope and requirements and act as the voice of the business. • Product Owner of business-facing backend systems used by store employees, Call Centre and operation teams for the One Digital Platform project. • Identify, document, and validate business requirements using feedback from subject matter experts across multiple cross-functional teams. • Partner with IT and product leadership to drive and manage the solution development process and ensure key stakeholders understand the direction and vision.
• Contributed to initiative focused on implementation and training of VisualFactory to new and existing clients. • Managed data analysis function to monitor performance of Customer Success division, identifying trends and areas of improvement. • Developed SOP’s and policies for implementation across the company in support of ISO certification process. • Directly managed and executed implementation projects for 10 clients. • Spearheaded introduction of new process to improve response rate on customer tickets from 17 to 3 hours. • Successfully guided a client implementation of VisualFactory, reducing their rework costs by 30%.
• Created and integrated software and store-level processes for pilot program of the delivery-to-home project. • Led related activities including development of implementation schedule for rollout to stores, creation of user training materials, and management of on-site training to staff members. • Designed user stories and defined acceptance criteria based on business requirements. • Oversaw project to implement fraud detection software, increasing number of identified online fraud orders by 40%. • Delivered 9x growth in eCommerce sales from suggested products carousel project during first quarter of rollout. • Instrumental in supporting $1M project from pilot to delivery; critical bugs kept 20% below target after rollout. • Utilized user and customer feedback to identify and develop store process improvements.
• Oversaw development of reporting processes in line with key business requirements, collaborating with development team to revise and review existing reports. • Delivered in-depth training and support to stores with respect to eCommerce software. • Completed data analysis to monitor eCommerce performance and identify areas of improvement. • Conducted user testing across website and store interfaces to validate process and technical deliverables and ensure usability. • Decreased order processing time in stores by 25% through implementation of process improvements.
• Partnered with offshore and domestic suppliers, carriers, and cross-functional units to maintain smooth product flow to retail locations. • Contributed to introduction of 600+ new products while also developing and maintaining three unique product categories. Directly managed inventory levels to minimize stock outs and reduce excess inventory. • Led forecasting of dealer demand on a national scale for product lines valued at over $50M annually. • Achieved 90%+ service level for product lines to over 500 Canadian Tire and PartSource stores across the country.