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Senior Manager, Digital Operations Resume

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CO

SUMMARY

  • Entrepreneurial, innovative executive with extensive technical proficiencies and experience managing large domestic and international digital technology teams.
  • Proven analytical skills, and a background in frontline technical project oversight of cutting edge technologies.
  • A collaborative communicator and problem solver, able to effectively interface with employees and executives at all levels of an organization to accomplish shared goals.

AREAS OF EXPERTISE INCLUDE:

  • Digital Operations
  • Platform Development
  • Agile Process SME
  • People Developer
  • E - Commerce
  • Organizational Leadership
  • Vendor Management
  • Artificial Intelligence
  • PMPO, SA, CSM, and CSPO
  • MVNO: OSS/BSS Solutions
  • Adobe Experience Manager
  • ScrumMaster/Product Owner

PROFESSIONAL EXPERIENCE

Confidential, CO

Senior Manager, Digital Operations

Responsibilities:

  • Employee #1 for new Denver-based Digital operations unit. As the new leader, was responsible for hiring and leading a new internal (14 FTEs) and external team (25+ FTEs) to support the initiative
  • Developed care tools and training to support new Houston based customer care center that is estimated to grow to 100+ FTEs by end of year
  • Established scrum team to develop new Digital care platforms that will leverage and replace legacy care systems
  • Leading a new virtual agent program that leverages artificial intelligence technology to automate common customer transactions and provide a cost reduction in our chat-center staffing requirements (target 80% automation)
  • Responsible for all local internal operations (software management & vendor management)

Confidential

Digital Business Integration Manager

Responsibilities:

  • Manage multiple business generation and client-facing functions, including revenue forecasting, contract development, client data protection, and SOW creation and execution.
  • Successfully transformed an external vendor into a high-performing agile delivery center, including full client system integration and frontline scrum master responsibility.
  • Previously led an Adobe Experience Manager project for a national wireless carrier, including directing the remediation of the product backlog to facilitate priority business needs.
  • Served as an instructor at the Accenture Agile University, and as a career coach and Digital local office lead.

Digital Business Integration Consultant

Confidential

Responsibilities:

  • Managed Adobe Experience Manager projects, including oversight of an agile development team in Costa Rica on behalf of a Fortune 500 mass media company, with responsibility for migration, FED, and defect resolution, and an annual budget of over $1M.
  • Designed an AEM Onboarding Kit for domestic and international affiliates, and fully-responsive consumer websites using the AEM platform.

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