Sr. Director Change Management PMO Resume Example
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Fiserv, Inc. – King Of Prussia , PA
Led business modeling, budget management, implementation planning, and end-to-end program execution of the company's top strategic initiatives and largest programs (50M+) with visibility at the board level. Focus was on transforming core products/businesses to address customer satisfaction concerns and drive subscriber growth.
- Executed the implementation plan for TWC Maxx, a $1B+ multi-year program to convert to an all-digital network, increase high-speed data speeds for 7M customers, and improve network reliability and customer service.
- Managed team of direct (10) direct and indirect people responsible for business planning, budget management, partner development, project management, testing, and reporting.
- Managed nationwide deployment of TWC's home security and home automation product (IntelligentHome), which was grown from an alpha launch to a base of 140,000 subscribers and $60M+ annual revenue.
- Product owner for all FCC mandated programs. Led team that created user stories, defined acceptance criteria, and prioritized resources to meet business needs. Led cross- functional teams to create deployment plans, marketing material and launch requirements.
- Created program intake process for C-level Executive Committee. Enabled company to react quickly to market, customer, and business demands by providing fast approval and budgeting for new programs and products.
Horizontal – Austin , MN
Led geographically dispersed product team in creation and launch of a new video and broadband products. Defined and communicated product roadmap to senior leadership. Represented product to the rest of company, including questions from the sales force and customers regarding core product functionality, position, competitive advantage, and direction.
- Worked with key stakeholders across the organization to launch the TWC TV app, the pay TV industry's first authenticated live TV streaming experience on the iOS and Android devices.
- Over the next three years launched TWC TV on six additional device platforms: Kindle, Roku, Xbox, Samsung Smart TV, Desktop and Fan TV.
- Launched a modem lease program that was implemented nationwide for all Broadband customers. Program generated revenue of $400M in first year.
- Represented the Product team in internal project to introduce Agile software development into the company. Agile was successfully implemented and was used on all video development projects.
- Managed nationwide deployment of SignatureHome, a new, high-end quadruple play package. Grew from zero to 160K customers and $345M+ annual revenue by year 4.
AOL – City , STATE
Product lead for new internal and external customer care products which included email, live chat, IVR and several self-help applications.
- Launched completely revamped AOL Chat product supporting 15M paying customers. Created and executed roadmap for product. Worked closely with engineering, user experience, operations and customer support teams to ensure a successful product launch.
- Product lead for IVR with speech recognition. Worked closely with internal and external development teams to ensure development matched requirements. Cost savings reached over $18M in first year after launch.
University of Maryland - City, State
University of Maryland - City, State
- Certified Scrum Master (CSM)
- Certified Scrum Product Owner (CSPO)
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Resume Overview
School Attended
- University of Maryland
Job Titles Held:
- Sr. Director Change Management PMO
- Director Product Management
- Sr. Product Manager
Degrees
- MBA : Strategy and Operations , 2005
Bachelor of Science : Information Systems , 1999
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