Led product strategy for a set of Java applets within the eSuite product family used to create enterprise web applications and integrated Lotus Notes and IBM WebSphere applications.

Newly created leadership role in the business with the mission to transform operational rigor and deliver on our strategy, operational plans and shared business outcomes, while building foundational capabilities and efficiencies across the business. Responsibilities include leading Customer Experience, Analytics and Business Operations functions.

In 2010, I was tapped for newly created role, partnering with Technology leadership to execute on a multi-year technology replatforming strategy and transform lagging technology roadmap that was choking business growth and innovation. IMPACT: Asked by GM to step into new leadership role based on proven ability to lead change and transformation Led turnaround in 1 year, increasing engineering resources focused on revenue-generating initiatives by 4x

During this time, I advanced rapidly to roles of increasing responsibility and oversight within the Intuit Payment Solutions business. In 2008, I was promoted to lead multi-year, product-line strategy. IMPACT: Led QuickBooks Merchant Service flagship offering, delivering 70% revenue CAGR over 10 years, a Net Promoter Score 3x higher than competitors, and Customer Lifetime Value of 3x the closest competitor Directly contributed to Intuit Payment Solutions' 40% YOY hyper-growth – from $500K to $350M (2001 – 2011) Launched 9 new services as part of the product line. Recognized for 2 new services, which were awarded within first 2 years of launch. Played a key role in M&A strategy, due diligence, acquisition execution, and integration, directly accelerating division’s growth trajectory Show less

Lead strategic shared services organization encompassing customer experience strategy, service strategy design, systems and technology, data analytics, workforce management, business continuity planning, incident management, learning and development, quality, knowledge management and program management.

From 2011 to 2012, I was initially focused on leading Care Operations for the $350M Intuit Payment Solutions business. In 2012, I was tapped as one of the leaders to consolidate and integrate Customer Care across 4 disparate business units. Following restructuring, I was appointed to head up the Care Operations function for the newly consolidated organization, where I built and managed a 100+ person shared services organization responsible for customer experience strategy, technology, operations and analytics. IMPACT: Asked by GM to take on new role to turnaround an underperforming function Led Customer Care operations in supporting 9 million assisted contacts annually and up to 4,500 agents worldwide Improved Transactional Net Promoter Score (NPS) by 50% while decreasing customer contacts by 25% in 1 year for the Intuit Payment Solutions’ Care Operations Led the re-design of a 1,000-person Customer Care organization resulting in a 19% improvement on Transactional Net Promoter Score and 15% cost savings in 1 year Built a successful 100-person operations center of excellence

Brought on in newly created role to help the company scale for growth. Responsible for building Customer Experience function to deliver better end-to-end customer experiences while driving operational efficiencies. I am also responsible for building the company data platform and business analytics function.