Sr Director Product And Programming resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Strong leader with 15+ years' experience in product management, strategy and operations and a personal commitment to the best possible customer experience. Self-starting professional who creates strategic alliances driving key business initiatives using collaboration and influence with senior leadership and across the organization. Builds and retains high performance teams by hiring, developing and motivating skilled professionals, always leading with integrity and demonstrating accountability. Mature professional who remains calm in a crisis, recognizes and escalates urgency accordingly, and communicates with clarity and consistency, removing barriers and solving problems.

  • Customer experience focus
  • Sound judgement/decision making
  • Ability to pivot quickly
  • Independent thinker
  • Resourceful
  • Lead multiple high priority initiatives
  • Trusted collaborator
  • Open/honest communications
  • Crisis management
  • Motivational leader and respected mentor
Sr. Director, Product and Programming, 07/2016 - Current
Wabtec Corporation Hanover Park, IL,
  • Oversee strategy and operations for 5 products (Video, Data, Home, Voice, Mobile) and Programming for the Northeast Division
  • Build and maintain key relationships with corporate partners serving as a primary influence for product, programming and operations strategy
  • Develop and clearly communicate NED perspective on product launches, features and enhancements, advocating for the best possible customer experience
  • Recognized for key role in transformational package restructure within Division resulting in a positive impact on connects, package dispersion, B2 sell-in and video net adds as well as churn reduction and 4% YOY improvement in EDP customers
  • Drive team toward process improvements with bulk implementations resulting in a 96% reduction in processing time
  • Established high eNPS scores within team and maintained high YourVoice scores despite shifting organizational structure amid high volume of work
  • Use data and analytics to drive the product and programming strategy for the Division, balancing financial pressures with customer experience and operational complexities
  • Spearheaded Design Thinking training and serve as subject matter expert for the Marketing department
  • Self-identified passionate NPS lead for Division Marketing, owning elevations process and coordinating quarterly department huddles
Director, Video Products And Content , 10/2013 - 07/2019
Comcast City, STATE,
  • Successfully managed a lean video and programming team through a challenging organizational restructure significantly improving Credospeak/Your Voice scores, maintaining high productivity and output
  • Founding member of Board of Directors responsible for introducing key marketing department initiatives, specifically Process Improvement, Leadership and Development and Work/Life Balance driving positive and measurable changes in the Marketing Department
  • Instituted electronic CCRs within Division resulting in a significant reduction in paper/postage and manual processing of tens of thousands channel changes each year
  • Re-established strong relationships with corporate partners and Division programming peers becoming key programming contact in Northeast Division
Sr. Manager Video Product Operations, 08/2009 - 10/2013
Comcast City, STATE,
  • Provide sound strategy and guidance relative to product launches and day to day operations
  • Lead the Division's All-Digital product strategy and cross product bandwidth planning
  • Manage cost containment, operational impact and create revenue generating opportunities on behalf of the Division
  • Collaborated cross-functionally with Division and regional partners to ensure smooth and timely execution
Programming Manager, 09/2006 - 08/2009
Comcast City, STATE,
  • Drive programming strategy for 7 Regions encompassing 6.7m customers
  • Manage corporate programming database for the Division which accounts for more than 800 unique channel lineups and 2m in expense per month
  • Partner with Engineering to identify bandwidth opportunities and solutions and create space to support the launch of new HD channels, On Demand, and other advanced products
Noteable Achievements

Operations excellence - consistently lead high performance team through end-to-end new product introduction and enhancements including trial, launch, advocacy and problem solving to ensure successful, seamless delivery.
Poised Communicator & Collaborator - inspires trust and uses sound logic and data to make thoughtful decisions. Influencing diverse stakeholders, striving toward win-win negotiations and outcomes the enterprise, and bringing order to chaos with calm demeanor.
Innovative leader - lead team through change and uncertainty while achieving high levels of employee engagement and satisfaction maintaining productivity; bringing new capabilities into teams to streamline processes or spark new solutions to challenges using the principles of design thinking

MBA: , Expected in
University of Massachusetts - Lowell - Lowell, MA
Bachelor of Science: Consumer Sciences, Expected in
Colorado State University - Fort Collins, CO

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Resume Overview

School Attended

  • University of Massachusetts - Lowell
  • Colorado State University

Job Titles Held:

  • Sr. Director, Product and Programming
  • Director, Video Products And Content
  • Sr. Manager Video Product Operations
  • Programming Manager


  • MBA
  • Bachelor of Science

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