Mar 2021 – May 2025 · 4 yrs 2 mos

• I provided end-to-end operational and program management support for research at Wells Fargo’s Innovation team, enabling scalable, compliant, and impactful research across the organization.
• Highlights:
• Partnering with researchers to manage 30+ qualitative, quantitative, and mixed-method studies from planning through implementation annually.
• Enabling participant recruitment, scheduling, communication, incentives, documentation, and research knowledge management. Translating recruiting needs into tailored screeners.
• Streamlining research team routines and tools to drive efficiency across a cross-functional team of researchers, designers, PMs, and business stakeholders. Improved research process efficiency by shortening pre-research routines by 25% and streamlining post-research artifacts management worflow by 40%.
• Built and maintaining research operations standards in collaboration with Legal, Risk, and Controls to ensure data protection, ethical and compliant practices (NDAs, informed consent, compliant data storage, etc.).
• Overseeing research tooling ecosystem (UserZoom, UserTesting, dscout, Userlytics, Qualtrics, Condens) for recruitment, research execution, and insight management. Handling tool licensing and renewals. Reduced average tool onboarding time by 30% through custom onboarding documentation and training materials.
• Managing research budgets and vendor relationships, including procurement, onboarding, and compliance processes. Identifying and vetting new vendors and tools.
• Maintaining a centralized research knowledge hub. Processed hundreds of research artifacts incl. tagging and classification to aid in reuse of past insights.

Jan 2016 – Feb 2021 · 5 yrs 1 mo

• I launched and led the program management and operations practice for Wells Fargo’s Innovation Design team, enabling the team to grow by 40% while delivering faster and with greater alignment across the business.
• Highlights:
• Built and scaled portfolio and project management practices for 30+ designers, researchers, and strategists across multiple innovation studios.
• Oversaw project lifecycles across discovery, concepting, and POC phases – including resource planning, tracking, and reporting. Managed a portfolio of 10–15 concurrent innovation projects across multiple business lines.
• Led a team of three producers and project managers, focusing on delivery excellence, stakeholder alignment, and asset management.
• Defined project standards rooted in Human-Centered Design and Design Thinking, improving consistency and speed to market.
• Managed budget and vendor contracts, advocated for investment in design operations infrastructure.
• Designed and facilitated leadership offsites, team meetings, and onboarding sessions to strengthen culture and alignment improving team satisfaction scores by over 30%.

May 2013 – Dec 2015 · 2 yrs 7 mos

• Led enterprise-wide social and digital media education and engagement strategies, building programs that empowered teams across the bank to confidently and effectively use social technologies.
• Highlights:
• Designed and launched a multi-level, credentialed social media training program tailored to different practitioner groups; educated over 40,000 employees through webinars, videos, collaborative sessions, and internal events.
• Created a reverse mentoring program pairing senior executives with digital media "natives" to accelerate leadership exposure to mobile-first behaviors and emerging technologies.
• Drove adoption of Wells Fargo’s enterprise social network by developing video-based onboarding and community manager training; supported over 16,000 active users and 100+ credentialed community managers.

Nov 2007 – Apr 2013 · 5 yrs 5 mos

• Founded and led the Enterprise Social Media Group, building a cohesive strategy and governance framework for global social media use and engagement across the company.
• Highlights:
• Defined and executed Pitney Bowes' enterprise-wide social media strategy, including governance, content, engagement, monitoring, and analytics.
• Managed multiple corporate social media channels and led the development of a global social media policy in collaboration with Legal and Compliance. Reduced policy compliance incidents by 30% after policy training implementation.
• Introduced Pitney Bowes’ first internal enterprise social network, engaging over 10,000 knowledge workers to foster collaboration and break down silos across geographies and business units.

Dec 2004 – Oct 2007 · 2 yrs 10 mos

• Held multiple roles progressing from Project Manager to Web Information Architect, supporting the Small Business Unit with a focus on user experience and operationalizing digital design processes.
• Highlights:
• As Web Information Architect, helped establish the UX practice and scaled design and research operations; led qualitative user research (interviews, surveys, usability testing).
• Contributed to the redesign of Pitney Bowes’ flagship interface during the annual USPS rate change—resulting in a 12% reduction in support calls.
• As Project Manager, delivered multiple end-to-end web initiatives including planning, scheduling, resource coordination, and reporting across key business portals.

Apr 2001 – Dec 2004 · 3 yrs 8 mos · Shelton, CT

• Founded and managed a boutique web strategy and development consultancy, supporting small businesses with their digital presence and online commerce.
• Highlights:
• Consulted with 50+ clients across industries to build custom websites focused on marketing, brand presence, and eCommerce.
• Delivered full-service solutions from strategy through design and development, helping small businesses grow their online footprint.