Work Experience
June 2022 - Present
Principal Technical Program Manager— Oracle
I lead various programs within the Oracle Cloud Infrastructure organization. I coordinate technical and strategic oversight, manage cross-functional solutions, and coordinate executive alignment.
October 2019 - May 2022
Program Management Manager - Amazon.com
I lead a global program and operations leadership team (10 direct,80 indirect employees) that managed specialists who resolve
escalated and egregious customer experiences on behalf of
Amazon Executives. I gained resource alignment from cross-functional
teams and executives to amplify customer experience. I lead OP
staffing, hiring, and a leadership development strategy. I led
team expansion to support Portuguese, Hindi, and French-speaking
customers. Oversee multiple projects across all phases, including
internal continuous improvement initiatives and customer-facing
product improvements.
March 2019 - October 2019
Senior Program Manager - Amazon.com
I designed, planned, executed, and monitored proof of concept and piloted large-scale projects to improve the customer and associate experience. I gained alignment and drove delivery with cross-functional teams. This included piloting an initiative to create a contact profile that allowed associates to take similar contacts across high-volume skills
enabling operations to achieve scale while improving performance
metrics.
December 2018 - Present
Co-Owner - Red Mountain Kitchen
A family-run business providing commercial kitchens and flex space for food makers/businesses, cooking classes, private dinners, and pop-up restaurants.
March 2018 - March 2019
Program Manager - Amazon.com
Within the Digital, Device, and Alexa Organizational Programs, I designed, planned, executed, and monitored proof of concept and piloted large-scale projects to improve the customer and associate experience. I gained alignment and drove delivery with cross-functional teams. This included piloting a Concessions Abuse Prevention team and a large-scale initiative to migrate the organization off Remedy ticketing.
June 2016 - March 2018
Program Manager - Amazon.com
I was responsible for driving organizational-level performance
goals within the Digital and Device Customer Service Programs. Included scoping and delivering KPI strategy roadmaps and
a complete analysis, redesign, and launch of a Repeat Contact
Rate metric.
June 2015 - September 2015
Program Manager - Amazon.com
I was temporarily assigned to India, Japan, and China to identify process improvements and program standardization opportunities with the Global Digital and Device Integration and Expansion team. I consulted on the Prime Video and FireTV launches in JP, providing VOC insights.