Jan 2022 – Oct 2023 · 1 yr 9 mos · Seattle, Washington, United States

Jun 2021 – Oct 2021 · 4 mos · Hawaii, United States

• ▪ Led team to launch first-ever (MVP) education platform within 4 months with 3 highly rated courses.
• ▪ Drove cross-functional collaboration to deliver 3-year vision along with strategy and roadmap for first year.
• ▪ Stood up agile methodology and processes among cross-functional forestry, academic, UX, and technical team members to move quickly and rapidly adjust to customer feedback.

Sep 2017 – Jun 2020 · 2 yrs 9 mos

• Led Local Expert (LX) group's highest priority program: to increase our inventory through the use of a 3rd-party activity aggregator. Within 12 months, we boosted our inventory 400% and conducted a seamless integration with our strategic partner as well as built a platform to quickly onboard future partners.
• Conducted exploratory tests for Expedia Group’s incubation programs and features, including an event ticket white label. These programs and products created substantive learnings across Expedia Group and advised future product and program execution.

Aug 2016 – Aug 2017 · 1 yr

• Onboard and integrate newly acquired travel photo sharing application and platform, Trover.
• Informed key business leaders on the value and ROI Trover could bring to projects.
• Ran email and itinerary tests using Trover images to assess the CVR, CTR, and potential ROI.
• Developed a programmatic process to leverage the platform’s 200K+ images across all Expedia brands, leveraging Amazon Mechanical Turk and machine learning.

Jan 2015 – Jul 2016 · 1 yr 6 mos

• Initially assigned to the Accessibility Initiative as a part-time PM, but quickly determined it needed to be a full-time position in order to execute this program properly.
• Rather than creating a “check the box” approach to accessibility, I ideated, visioned, and owned this program end-to-end. Through tenacious work on this initiative, accessibility became part of Expedia’s global product development workflow. Ultimately, we accomplished “one of the best turnarounds” NFB had ever seen and established Expedia as an industry leader for online accessibility.
• Incorporated accessibility-focused thinking into Expedia’s full product cycle and instigated a “Champions Network” comprised of accessibility advocates throughout the company.
• Trained 2K+ employees across Expedia Group in accessibility best practices and compliance.

May 2012 – Dec 2014 · 2 yrs 7 mos

• Directed two phased-approach to migrate the Cars line of business to a new platform in order to enhance the overall usability and customer experience, increase site performance, improve security, and enable future scalability for AB testing and agile development principles.
• Phase 1: Directed team to migrate shopping path, immediately increasing our conversion rate by 7% due to the enhanced UX and website performance.
• Phase 2: Strategized with 20+ teams to complete the complex and technical migrations across the full stack and conducted a 10% AB test for the checkout process. This test was Expedia’s most successful test to date, realizing a 48% conversion rate increase and capturing a 25% improvement in the gross booking value. We expanded the 10% test to a 100% full launch after only two days and prior to finishing other planned revenue-generating add-ons due to the significant financial impact.
• Post-migration, increased CVR by 25% by implementing a new shopping view and increased the booking success rate from 89% to 95%, significantly impacting revenue.

Aug 2011 – Apr 2012 · 8 mos

• • Drove offshore team to integrate with Groupon to deliver on merchandising goals of curated vacations

Jan 2008 – Jul 2011 · 3 yrs 6 mos · Bellevue, Washington, United States

• Managed design and delivery of several features including a payment application integration and an extensible reporting framework for multiple retail applications targeted for single store, core mid-market, and upper mid-market retailers.
• In parallel, managed several projects, involving collaboration of multiple cross-functional groups including marketing, regional sales, consulting, documentation, product support, and training. These projects included:
• Other Responsibilities:
• Managed sustained engineering teams for 3 products with local and offshore resources, delivered 4 product releases, and ongoing quarterly service packs and monthly hotfixes.
• Drove 5 Payment Application Data Security Standards (PA-DSS) audits, all on-time and within budget.
• Ran customer and partner pilot projects including the Beta and Technology Adoption Programs.

Jul 2006 – Jul 2007 · 1 yr · Seattle, Washington, United States

• Drove organizational development and enhanced customer and partner satisfaction (CSAT) for service and support organization for independent software company focusing on small business restaurateurs.
• Within my tenure, the team accomplished a 100% increase in CSAT, over 400% increase in support revenue as well as an overall improvement in employee satisfaction.
• Other Responsibilities:
• Completed overhaul of support systems including implementation of new customer relationship management (CRM) application.
• Negotiated vendor terms which increased efficiency and reduced costs by 20%.
• Designed and delivered advanced technical training to qualified partners.

Aug 2003 – Jun 2006 · 2 yrs 10 mos

• Managed feature design and delivery for point-of-sale application targeted for small to mid-market retailers.
• Features included tools to enhance the Customer & Partner Experience (CPE) such as a flexible and robust import utility to accelerate product adoption, data migration utility to support legacy product upgrades, and accounting application integration to support better-together scenarios for complete Microsoft suite.
• Other Responsibilities:
• Developed and delivered external and internal product training and partner certification exams.
• Provided content, editing and overall project management of partner implementation guide.
• Ran customer and partner pilot projects including Beta and Technology Adoption Program.

Jan 2000 – Jul 2003 · 3 yrs 6 mos

• Provided and executed test plans and test cases for point-of-sale application. Helped drive new processes, standards, and test tools for newly created test team.

Sep 1996 – Dec 1999 · 3 yrs 3 mos

• Planned, supervised and delivered partner and customer classes focusing on SQL administration and the installation and performance optimization of eEnterprise, a business enterprise application suite. Designed and maintained training curriculum and documentation.