Sep 2021 – Present · 4 yrs 8 mos

Dec 2017 – Mar 2022 · 4 yrs 3 mos

Feb 2016 – Dec 2017 · 1 yr 10 mos

Aug 2014 – Feb 2016 · 1 yr 6 mos

Apr 2013 – Aug 2014 · 1 yr 4 mos

• Responsible for managing a team of Senior Product Managers and Business Intelligence staff who utilize customer activity data, web analytics, and predictive modeling to identify customer pain points and opportunities, then partnered with teams globally across Amazon to design and implement customer experience improvements.

May 2010 – Apr 2013 · 2 yrs 11 mos

• Responsible for developing and leading a large organization (>100 employees) that define and deliver step-change solutions that enable rapid growth and scaling of the US Hardlines retail business. Improvements to our ability to grow at scale have primarily been the result of delivering product improvements and self service enablement for Amazon vendors, as well as building high performing vendor management teams in multiple sites around the world.

Apr 2009 – May 2010 · 1 yr 1 mo

• Responsible for managing a global team responsible for all seller facing technical account management, technical and fulfillment operational support, and eCommerce optimization consulting for all Amazon enterprise sellers. This includes proactive engagements with each of the strategic account teams and sellers to analyze business opportunities, develop strategies and business plans to drive traffic improvements through SEO and SEM, improvement of merchandising and promotional success and a variety of other revenue and margin improving efforts. Additional responsibilities included proactively driving operational excellence with fulfillment, technology and the seller’s business, as well as managing the development of contact reduction tools, work flow optimization, and revenue generation. Accountable for managing 3rd party provider relationships, including contract negotiations, feature enhancements, and new service requests.

Apr 2007 – Apr 2009 · 2 yrs

• Managed technical and operational support programs for third-party sellers/clients using the Amazon platform, including enterprise partners, such as Target and the UK based retailer Marks & Spencer. In addition to managing core technical account management functions, such as relationship management, e-commerce management, reporting and consultation, the role also included managing the technical support teams required for the 24x7 operation of the sites. Drove change-management process for client impacting activities across a complex integration between Amazon and their enterprise clients. Drove a formal correction of errors process to identify root cause and prevention for unplanned events. Responsible for driving operational improvements in seller support management, resulting in 22% reduction in operational defects/contacts year-over-year.

Oct 2005 – Apr 2007 · 1 yr 6 mos

• Direct technical and contractual responsibility for the production Target.com website, a one billion dollar annual eCommerce business operating on Amazon's platform. Management of all features and functionality of the retail business, facilitating expeditious resolution of all technical issues affecting the business, and identifying and driving both Amazon and the seller to improve Target.com site sales and customer experience. As the liaison between Amazon Services and Target.com, this included responsibility for presenting the site performance, health and improvement opportunities to both the Amazon Services Vice President and the CEO of Target.com on a weekly, monthly and quarterly basis.