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Sr. Director, Product Operations and Programming Resume Example

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SR. DIRECTOR, PRODUCT OPERATIONS AND PROGRAMMING
Summary

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.

Skills
  • Customer experience focus
  • Sound judgement/decision making
  • Ability to pivot quickly
  • Independent thought
  • Authentic leadership
  • Resourceful
  • Lead multiple high priority initiatives
  • Strong relationship management
  • Open/honest communications
  • Crisis management
  • Extensive product experience
  • Respected mentor
Experience
Neuehouse | New York , NYSr. Director, Product Operations and Programming07/2016 - Current
  • 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
Comcast | City , STATEDirector, Video Products And Content 10/2013 - 07/2019

• 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

Comcast | City , STATESr. Manager Video Product Operations08/2009 - 10/2013

• 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

Comcast | City , STATEProgramming Manager09/2006 - 08/2009

• 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

Notable 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

Education and Training
University of Massachusetts - Lowell | City, StateMBA
Colorado State University | City, StateBachelor of Science in Consumer Sciences
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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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