Senior Product Manager

I owned product strategy and execution for Toyota Financial Services mobile applications serving Toyota and Lexus owners. I partnered with Engineering, UX, Data, Compliance, and Marketing to identify customer problems, prioritize investments, and improve the end-to-end servicing experience.

I increased digital collections revenue by more than 200% through payment-experience redesigns, engagement improvements, AutoPay adoption, experimentation, and journey optimization. I also doubled delivery throughput by improving prioritization and agile execution across three parallel delivery teams while managing KPIs for engagement, quality, defects, performance, and payment conversion.

I led customer research through NPS, surveys, usability studies, behavioral analytics, and qualitative feedback. I used AI tools to support research, competitive analysis, PRD development, user-story refinement, prototyping, and product ideation.

I owned product strategy, roadmap, discovery, and delivery for subscription-based connected vehicle services across North America, Europe, and Australia. My portfolio included mobile applications, vehicle-data platforms, voice experiences, APIs, machine-learning capabilities, and B2B products serving more than 1.8 million active customers.

I defined product vision and managed the full subscription lifecycle, including onboarding, trial conversion, activation, engagement, retention, and long-term customer value. I helped grow a subscription business exceeding $60 million annually and achieved a 26% post-trial paid conversion rate through continuous experimentation and customer-experience improvements.

I managed products supporting more than 100 million annual customer interactions, defined success metrics and OKRs, and used research and product data to prioritize investments. I improved App Store ratings and reduced customer support contacts by more than 50% through ongoing usability and journey improvements.

I owned the customer enrollment and activation experience for Toyota's connected services platform, including web and mobile registration journeys for new vehicle owners across North America. I worked with Engineering, UX, Marketing, Dealer Operations, and Training to improve activation, subscription conversion, and operational readiness.

I led improvements to onboarding, registration, and service enrollment experiences supporting more than 2 million annual customer interactions. I redesigned enrollment flows to achieve a 95% completion rate and increased subscription enrollment by 30%.

I helped transition the organization from waterfall delivery to Agile, reducing delivery costs by 20% while improving release quality and predictability. I also built reporting and business-intelligence capabilities to support data-driven prioritization and product optimization.

I worked within Amazon Local, an internal startup focused on local commerce and marketplace capabilities. I owned products and operational workflows for lead acquisition, CRM optimization, and outbound sales performance, partnering with Engineering and Business teams.

I managed metrics related to lead quality, sales conversion, and outbound-agent performance. Through experimentation, analytics, workflow redesign, sourcing optimization, and vendor partnerships, I increased qualified lead output by 20% without additional operating costs and reduced external lead-acquisition costs by 40%.

I also improved operational throughput by 60–80% by redesigning workflows that supported distributed operations.

I progressed through multiple product leadership roles supporting Verizon's digital transformation and the launch and growth of Verizon FiOS. I owned customer-facing and internal products spanning service automation, quality optimization, operational analytics, and customer-experience improvements.

I served as Product Owner for internal software platforms supporting customer service, service automation, and operational performance. I helped develop product and operational capabilities that supported the rapid scaling of fiber-to-the-home services.

I led cross-functional initiatives that improved customer satisfaction, NPS, service quality, retention, and operational efficiency. I built data products that identified more than $10 million in business value and delivered automation initiatives that reduced operating expenses by $3.8 million.