Business & Technology Executive

Built and led a seven-person organization spanning Client Operations and Implementation, Business Development, and Partnerships. Owned delivery for document processing, mortgage solutions, cloud data, and integration initiatives from commercial scope through go-live, hypercare, and production support.

Generated more than $8 million in directly attributable implementation revenue and led six enterprise client implementations. Scaled intelligent document processing to more than 4 million packages and 242 million pages at over 95% accuracy, while implementing AI-assisted quality controls with Claude and Palantir Foundry. Expanded partner integrations and agreements to more than 60 and developed Directors and Managers through coaching, career frameworks, decision rights, and OKR accountability.

Directed 11 Agile teams supporting 96 product teams and led 12 staff, including three Directors and six Product Owners. Aligned enterprise priorities, team capacity, product roadmaps, and platform delivery across Enterprise Data Solutions.

Increased story-point completion by 316% and production-ticket throughput by 204% through Agile team alignment and delivery accountability. Reduced enterprise backlog aging by 26% by launching I-Hub integration software connecting Jira and ServiceNow, and led product ownership for enterprise data, marketing automation, analytics, cloud data warehouse, and master data management platforms.

Led Agile adoption, cloud-data roadmaps, enterprise platform implementations, and data migration across Enterprise Data Solutions. Managed six staff, including a Manager and three Product Owners, while coordinating priorities and delivery across the organization.

Launched more than 15 enterprise platforms in 14 months, including ServiceNow, Snowflake, Salesforce Marketing Cloud, MuleSoft, Asana, and the FMC Mobile App. Eliminated more than 2,400 annual administrative access requests by redesigning WebFOCUS and Tableau ownership, and established an OKR and KPI framework for prioritization, capacity visibility, risk management, and delivery accountability.

Managed CRM operations for the DSW VIP Rewards and Loyalty Program and owned ten customer-facing marketing technology platforms. Connected customer engagement strategy with campaign execution across internal teams, engineering teams, and external vendors.

Reduced campaign execution time by 72% and annual campaign service costs by $1.2 million through standardized segmentation templates, customer data models, QA practices, and email frameworks. Generated more than $20 million in incremental loyalty revenue and led the migration from Cheetah Digital to Oracle Responsys, as well as MarTech implementations across more than ten platforms.

Led customer lifecycle strategy and the Marquee Rewards loyalty program at Plainridge Park Casino. Supported the casino's pre-opening launch and stabilization through market planning, customer segmentation, and campaign execution.

Managed operational activities supporting loyalty engagement and customer retention. Used customer data, targeted campaigns, and performance measures to support market growth and ongoing program optimization.

Supported loyalty acquisition and customer visit frequency initiatives through database marketing analysis, customer segmentation, and campaign execution. Contributed to operational reporting and KPI-based performance tracking.

Conducted reinvestment testing and supported targeted customer engagement efforts. Helped improve loyalty program operations through analysis of customer behavior, campaign results, and visit-frequency trends.

Owned profit and loss management, staffing, budgets, contracts, licensing compliance, and daily restaurant operations. Led a workforce of more than 30 employees, including two Assistant Managers.

Managed operational performance, employee leadership, vendor relationships, and financial accountability. Ensured the business maintained effective service delivery and compliance with applicable licensing requirements.