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CX Product Management and Strategy
✦ Highly adaptable senior level customer experience and change management leader with hands on strategy and implementation experience spanning: healthcare, automotive, CPG, entertainment, financial services, media, and travel / aviation.
✦ Proven success influencing and leading executive stakeholders with agility across a matrixed environment.
✦ Experience evaluating and optimizing call center operations and performance standards for agents and leadership.
✦ Past: Full P&L responsibility for annual budget, management of vendors and people leader of across multiple locations and functions.
✦ Founded and ran my own CX consulting firm for over two years providing strategic customer experience design, CRM, marketing automation and digital product optimization consulting for start ups and Fortune 500 brands including, Birchbox, NBC News, CNBC, and Johnson & Johnson.
✦ Certified Customer Experience Professional, Lean Six Sigma Green Belt and former founding NYU graduate professor of CRM & Customer Experience.
