I thrive on making order out of marketing chaos. With the heart of a marketer and the mind of a manufacturer, I specialize in streamlining operations in complex, large-scale, global marketing organizations. I have a reputation for creating high-value "shared services," helping marketers centralize key marketing functions, align on standard platforms and delivery processes, and improve sophistication/measurement of campaigns. The result: regardless of delivery channel, marketing content is more impactful, faster to market, and delivered at lower cost across the enterprise. 15+ years in operations, 7+ years running large-scale, global teams (450+ personnel). Operations experience in high-tech, automotive, and financial industries. Financial mgmt. of $27M+ budgets in complex global environment (FX, multiple currencies). Industry leading innovation in marketing supply chain management via workflow digitization. Marketing services expertise (marketing automation, web publishing, lead mgmt, email, loc). Global deployment of marketing services in support of field and corp marketing. Managing large, strategic vendor / agency partnerships and contracts. Product mgmt. of industry leading enterprise-scale request portal / resource mgmt. solution. Enabling essential ROMI reporting and marketing measurement. Marketing ops strategy and vision; persuasive storytelling and executive level presentations.
Sr. Director / Director January 2005 to CurrentMicrosoft Corporation - Redmond, WA
I architected, pitched, and created the Marketing Service Center (MSC) shared services strategy, taking the program from startup to mainline marketing execution engine within Microsoft.
Since inception 8 years ago, the MSCs have transformed commercial marketing delivery in the company, providing over 1 million centralized services (4.7/5.0 SAT) to10k marketers across 99+ countries while saving Microsoft ~$70M.
I currently manage global operations and strategy for the MSC which consists of oversight of 8 MSC locations and 450+ personnel around the globe.
Creation of large-scale digital publishing services for 6 key Microsoft portals (>100M reach); 30% lower publishing costs and dramatic improvement in on-brand, consistent portal content.
Envisioned and landed Global Services Gateway (GSG), an enterprise-grade services request mgmt., routing, and tracking system; $2M annual budget with 400k services managed YTD.
Designed business management model for $37M budget (internal chargeback, pricing, overhead, SOW, budget setting, and yearly planning cycle).
Leveraged GSG data to reduce SLAs by >25% and deliver $2M in savings via improved work distribution and pinpoint resource forecasting for input into marketing planning.
Partnered with privacy to automate 20+ "privacy-by-design" triggers into marketing process, reducing compliance risk associated with data management and customer permissions.
Initiated first-ever "marketing automation services" (using Marketo) providing 1k services (emails, events, and landing pages) to support launch of the Azure Demand Center.
Delivered complex, ongoing relationship marketing programs in support of Partner and Developer audiences; over 142 locales and 20 unique language delivered with +300k reach.
Launched centralized localization service (budget $4M) via partnerships with loc vendors.
Integrated former Nokia shared service center (50 personnel) into MSC model; added banner and social services to MSC portfolio.
Landing "MSC Re-image" project to reduce center footprint and save $2M in ops costs annually.
Presided over explosive growth in MSC investment ($5M to $20M) while maintaining high quality services and satisfied marketers (4.7/5.0 SAT).
Introduced digital publishing/production service offerings in support of Microsoft field marketing, ramping offering to support 99+ countries and 20k services in 2 years.
Launched center in Cairo in support of Middle East and Africa; Integrated existing Beirut and Manila shared services digital hubs (45 personnel) into MSC model to further scale scope/reach.
Created MSC Task Tracking Application (MTTA) for use in request management, routing, and tracking; application used to improve capacity measurement and planning.
Enabled failover between centers; Egyptian leadership changes in 2011 required Cairo center to close - all work was shifted to Prague center over a weekend with only 1 day of service lost.
Guided MSCs through enterprise software migrations to replace customer database and email platform; normally disruptive migrations managed with no interruption to marketing services.
Manager January 2002 to January 2005Ford Motor Company - Dearborn, MI
Launched successful MSC pilot in support of Latin America, using $1.5M in seed budget.
Conceptualized MSC value proposition, business case, and pitch; internally marketed senior leadership securing $3.5M in CVP investment for MSC expansion.
Built centers in Delhi, Prague, and Buenos Aires in support of Asia, EMEA, and LATAM.
Facilitated net-new services: list production, email delivery, and event/lead management providing cost savings to larger subs (~%30) and improved services for smaller subs.
Manager January 1998 to January 2000Zions Bancorporation Zions Mortgage Company - Salt Lake City, UT
Customer Knowledge Services (CKS) Campaign Services Team Lead database-side execution of over 1200 direct marketing data extracts resulting in ~113 million touches via email and direct marketing.
Transformed Campaign Services into "full service" data support for direct marketing initiatives (data procurement, loading, extraction, delivery, and reporting); ~20% reduction in data costs.
Drove CKS infrastructure development (privacy, sourcing data, cleansing data, data model.
changes, CRM tool development, data process) to meet business requirements.
Field Support, Customer Knowledge Services (CKS) Campaign Services Team (Percepta) Campaign consultant for premier brands; promoted to lead Campaign Services team Managed risk for Zions Mortgage Company, buying and selling loans on the secondary market.
Pipeline Control Specialist January 1997 to January 1998Clark's Quality Roofing - Murray, UT
Delivered 'E-Lock' - first ever fully digital system for submitting loan lock requests, replacing fax and saving company 20k per year.
Worked as commercial roofing technician while providing translation for Spanish speaking technicians.
Hard, physical labor which served as strong motivation to pursue passion to work in high-tech.
Master of Business Administration : Finance / Information Systems, 2002Purdue University - West Lafayette, INFinance / Information Systems
Bachelor of Arts (BA) : International Relations - International Business, 1997Brigham Young University - Provo, UTGPA: GPA: 3.75GPA: 3.75 International Relations - International Business
Associates of Arts (BA) : General Studies LEADERSHIP, 1995Brigham Young University Idaho - Rexburg, IDGPA: GPA: 3.50GPA: 3.50 General Studies INDUSTRY & THOUGHT LEADERSHIP K2 Fast FWD User Conference, Las Vegas, Nevada 2014 Keynote speaker: Powering the Marketing Supply Chain Foro Latinoamericano de Marketing Directo e Interactivo, Buenos Aires, Argentina 2008 Keynote speaker (delivered in Spanish): Centralized Marketing: Improving Marketing Sophistication, Efficiency, and Compliance
Basketball Coach, YMCA: 2005 - 2008, 2014 Cubmaster, Boy Scouts of America: 2011 Baseball Coach, Sno-Valley Little League: 2005 - 2006 Scoutmaster, Boy Scouts of America: 2003 - 2005 Field Representative for LDS Church, Caracas, Venezuela: 1992 - 1994 1 of 3
RECOGNITIONS, CERTIFICATIONS, & AWARDS Global Marketing Operations Leadership Award (Top Contributor): 2012 Global Marketing Operations Collaboration Award: 2011, 2013 Microsoft High Performance (HiPo) Program - Top 4% talent: 2008-2010 Microsoft Gold Star Award: 2007 Sig Sigma Green Belt: 2003 President, Krannert MBA e-Business Club: 2002 Sigma Iota Rho Honor Society: 1996 - 1997 Eagle Scout Award - 1991
COMMUNITY & VOLUNTEERING Basketball Coach, YMCA: 2005 - 2008, 2014 Cubmaster, Boy Scouts of America: 2011 Baseball Coach, Sno-Valley Little League: 2005 - 2006 Scoutmaster, Boy Scouts of America: 2003 - 2005 Field Representative for LDS Church, Caracas, Venezuela: 1992 - 1994 1 of 3
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Companies Worked For:
Ford Motor Company
Zions Bancorporation Zions Mortgage Company
Clark's Quality Roofing
Brigham Young University
Brigham Young University Idaho
Job Titles Held:
Sr. Director / Director
Pipeline Control Specialist
Master of Business Administration : Finance / Information Systems , 2002 Bachelor of Arts (BA) : International Relations - International Business , 1997 Associates of Arts (BA) : General Studies LEADERSHIP , 1995
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