Specialties

Product management; Design Thinking (IDEO/Stanford d.school); user experience; product metrics; market assessment; client relations; staff management; team leadership; budget oversight

Professional Experience

Product Management Consultant
March 2016 – Present
Atlanta, GA

Lead agency and client teams in defining minimum viable product; creating roadmap; and designing and developing end product. Played a key role in positioning current customer, an interactive agency, as a strategic partner to a major client by recommending new features and user experience improvements for the redesign of the client’s website.

Director, Innovation
First Data Corporation
June 2012 – February 2016
Atlanta, GA

As a leader in company’s Innovation Lab, led teams of product managers, designers, researchers, and engineers to engage with and deeply understand customer needs and then deliver novel solutions. Focused on innovation related to mobile, loyalty, small businesses, and underbanked consumers. 

Highlights: 

  • Led research, design, and build of the initial version of a mobile app for Money Network’s prepaid users. App has more than 600K active users and growing. Initial version had a 64 Net Promoter Score.
  • Managed research, design, and product strategy and co-led development of a mobile app for small business owners. Metrics show it is a core tool for users, who check it an average of three times daily. 
  • Led project that identified a key acquisition opportunity for company (Perka, completed in 2013). Research done by my team indicated a market opportunity from integrating payment with loyalty rewards. Senior management agreed on the strategy, which led to the company’s entrance into the small business loyalty space. 
  • Managed foundational research (needs-finding) work in opportunity areas such as small business services, gas station/convenience store customer experience, and retail customer experience. This fed an “innovation portfolio,” which set priorities and direction within the Innovation Lab and informed First Data’s larger product strategy.

Director, Product Management
First Data Corporation
August 2008 – June 2012
New York, NY & Atlanta, GA

Developed and managed products for a rapidly growing open loop prepaid product line and platform. Directed strategy for mobile and emerging technology solutions that complemented core products. Managed cross-functional teams of up to 15 employees/contractors across the project lifecycle.

Highlights: 

  • Led development and successful consumer launch of the virtual Google Prepaid Card which initially appeared in Google Wallet. This end-to-end effort involved definition of user experience requirements, technology integration, and operations and customer support process design, with close collaboration between Google and multiple First Data teams. 
  • Designed, managed, and delivered a human resources self-service solution, with oversight of a $1 million-plus development budget. Product enabled over 2.5 million employees of Walmart, 7-Eleven, Burger King, and other companies to access pay stubs and other information via a website, telephone interface (IVR), and a unique printing terminal. Tracked performance and grew overall product adoption. 

Manager, Project Development 
First Data Corporation
September 2006 – August 2008
New York, NY

Promoted within 10 months at First Data into this management role, with oversight of five direct reports (project managers and business analysts). Initiated and oversaw the ground-up development of two customer-facing websites serving prepaid consumers. Led the integration of multiple large-scale payment systems in support of a retail open loop prepaid offering.

Project Manager    
First Data Corporation
November 2005 – September 2006
New York, NY

Led multiple technology projects involving product, development, and quality assurance teams. Consistently delivered on time and within budget. 

Manager  
Elite Management Consulting
March 2005 – October 2005
Chicago, IL

Headed the design and development of a data warehouse for Jockey, an apparel manufacturer/marketer. Data warehouse was a key component that integrated with the Unica Campaign marketing automation solution (now IBM Campaign) and supported Jockey’s strategy to increase customer engagement at key touchpoints.

Client Delivery Director    
Triple-I
November 2002 – March 2005
Cincinnati, OH

Consulted with Relizon, a $950M document management and billing solutions provider, to design and develop single sign-on and procurement integration solutions for its customers. Played an instrumental role in restoring Relizon’s credibility with key clients. Managed client-facing projects and system conversions for First Data. Strong performance at First Data later led to a full-time position there.

Early Career
Cincinnati, OH
Web Development Manager at Arch Wireless Now USA Mobility 
October 1998 – October 2002
Multimedia Services Manager at Arch Wireless
September 1996 – October 1998
Production Coordinator at CollegeView Now Hobsons 
May 1995 – August 1996

Early career highlights: 

  • Hired and ran Arch’s team responsible for the requirements, user interface, technical design, and development of internal and customer-facing websites and applications.
  • Led development of online device provisioning and co-branded e-commerce websites to support an Arch-MSN co-branded wireless Hotmail product/service offering. 
  • Responsible for definition, development, and launch of multiple generations of Arch’s e-commerce website platform and Arch’s coverage mapping platform. 
  • Initiated and developed an extensive web-based tutorial site to familiarize CollegeView’s clients with product customization options.

Other Engagements

Mentor at Atlanta K12 Design Challenge
January 2015 – Present
Atlanta, GA

The Atlanta K12 Design Challenge (AK12DC), co-founded by the leader of the First Data Innovation Lab, is a collaboration between Atlanta public and private schools in partnership with the Stanford d.school. School teams identify their primary education-related challenges and mentors guide them in applying Design Thinking to create innovative solutions.

Education & Training

Facilitative Leadership
ChoicePoint Consulting
2014, 2015

Design Thinking Boot Camp: From Insights to Innovation
Stanford University d.school Executive Education
July 2012

MBA, Business Administration and Management
Xavier University
1999 – 2002

BA, Advertising; Literature minor
Marietta College
1991 – 1995

Skills

Methodologies
Qualitative user research; Business Model Canvas; facilitation; Agile

Technologies
iOS; Android; Mac; Windows; HTML; CSS; XML; Relational Database Modeling; SQL; Microsoft SQL Server; Oracle; MySQL; WordPress

Tools
Balsamiq Mockups; OmniGraffle; Napkin; MindNode; Visio; JIRA; Basecamp; BBEdit; Adobe DreamWeaver; Panic Coda; MAMP; Pages, Numbers, Keynote; Microsoft Word, Excel, PowerPoint, Outlook; OmniPlan; Microsoft Project; VMWare; Parallels