Sr. Director, Product Operations 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 in a large matrix organization. Builds and retains high performance teams by hiring, developing and motivating skilled professionals, always leading with integrity and demonstrating accountability.
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- 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 full rate customers
- Develop and clearly communicate NED perspective and leadership priorities regarding product launches, features and enhancements, advocating for the best possible customer experience
- Selected by senior leadership as department NPS lead, establishing and maintain high eNPS scores within team and maintaining high YourVoice scores despite shifting organizational structure amid high volume of work
- Use data and analytics to drive the programming strategy for the Division, balancing financial pressures with customer experience and operational complexities
- Influence product and packaging strategy through education and advocacy, guiding development with HQ partners
- Lead new channel package structure and unique approach partnering with engineering to execute changes impacting >8M customers with minimal impact/call volume
- Continuously drive team toward process improvements with bulk implementations resulting in a 96% reduction in processing time
- Build and maintain key relationships with corporate partners serving as a primary influence for product, programming and operations strategy
- Spearheaded Design Thinking training and serve as subject matter expert for the Marketing department
• 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
• 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
• 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
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
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Resume Overview
School Attended
- University of Massachusetts - Lowell
- Colorado State University
Job Titles Held:
- Sr. Director, Product Operations and Programming
- Director, Video Products And Content
- Sr. Manager Video Product Operations
- Programming Manager
Degrees
- MBA
Bachelor of Science in Consumer Sciences
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