Sr. Director, Product and Programming Resume Example

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.

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

Previous roles at Comcast (and its predecessors) between 1996 and 2006:

• Assistant Product Manager - Campaign management, writing copy/proofing, approving images, budgeting, tactics
• Marketing Operations Specialist - Ensuring all marketing campaigns and offers are approved and flawlessly executed
• Method and Procedure Specialist - Creating and documenting clear, concise processes for the organization
• Executive Customer Care - Bring creative and satisfactory resolution to escalated customer complaints across enterprise
• Customer Care Representative - Sales, troubleshooting, billing

Massachusetts Office of the Attorney General - Public Protection Bureau (1993-1996)

Full-time Mediator:

• Caseload management of hundreds of customer complaints requiring conflict management and timely resolution with a concentration in Travel industry, Automobiles and Home Improvement
• Case preparation for Assistant Attorneys General inclusive of research, maintaining meticulous notes and details and identifying trends and actionable violations of state law
• Established and maintained positive relationships with complainants, large and small businesses, state and federal officials and law enforcement representatives (i.e. FBI, US Attorney's Office, local town and city management)
• Managing calls to the Consumer Complaint Hotline responding real-time to consumers inquiries, making referrals, triaging complaints and providing recommendations and resources.
• Representing the AG's office at various events throughout the state spreading awareness of resources available to consumers and educating them on consumer protection rights and responsibilities.
• Oversight of intern program including law students and their associated caseload, providing guidance, training and structure