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Director of Professional Services

Problem Solver & Experienced Manager of Projects/ Teams

San Francisco, CA

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I have been turning ideas into reality online for the last 20 years. The roles I have played over my career have changed, but all have been in the service of getting things done. With this wide range of skills and experience, I am able to step into a company for a specific role yet step in and step up to do what’s necessary. While I have the hands-on technical expertise to do the work myself, I have become more effective by leading and mentoring teams. I am quite experienced working virtually and managing remote teams. 
 
I do my best in organizations/teams going through change. Whether due to growth, change of focus, or dealing with lingering problems, that change creates a lot of problems to be addressed and often leaves a vacuum of responsibility. I am a problem solver and am quick to help size up possible solutions, identify the necessary structure and process changes required, and lead teams towards implementation. 
 
Below is a curated sample of the breadth and depth of my experience.

Authorized to work in the US for any employer

Work Experience

Director of Professional Services

IO Integration
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Remote
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April 2014 to October 2014

• Managed a growing team (10+) of PMs and workflow consultants & technology specialists, all remote 
• Led company’s efforts to shift from a technical solutions organization to a wider business consulting organization 
• Facilitated shift from one primary technology offering (Xinet) to another (censhare) 
• Refined company’s project management, program management, and delivery processes 
• Developed plan to grow from a flat team to a more hierarchical organization to handle growth & scope 
• Reviewed and enforced standards for statements of work (SOW) produced by team 
• Oversaw the financial reporting produced for clients 
• In charge of hiring, mentorship, retention, and other HR issues related to my professional services team 
• Key player in identification & implementation of tools/processes for managing remote team 
• Travelled (25%) domestically and internationally to facilitate customer success & oversee project success

Sr. Project Manager/Workflow Specialist

IO Integration
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Remote
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June 2012 to April 2014

• PM on 4 multi-million dollar software integration projects (Digital Asset Management) for Fortune 500 clients 
• Helped lead onsite discovery workshops with clients to identify needs & requirements 
• Captured technical and UX requirements, workflows, and wrote SOWs 
• Managed feature development process with our software partners (iBrams, Dalim, Xinet, and censhare) 
• Responsible for client reporting, including scope, development status, and financial tracking 
• Travelled (25%) domestically and internationally to manage project implementation 
• Mentored junior PMs and worked to define new PM processes and structure within company 
• Promoted into Director of Professional Services role based on my larger efforts in the PM role 
• Worked remotely and with an entirely remote team

Interactive Studio Manager - Creative Services

Charles Schwab, Inc.
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San Francisco, CA
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April 2007 to January 2008

• Hands-on management of an in-house agency’s interactive studio with 13+ designers & developers 
• Responsible for team’s delivery of web applications, websites, emails, banners, and other deliverables 
• Involved in technical architecture for all web application project development 
• Streamlined studio processes and implemented workflow automation improvements 
• In charge of hiring, mentorship, retention, and other HR issues related to my studio team 
• Supported team & client in project definition and the design of the solution 
• Worked with Producers to manage status, testing, and delivery

Interactive Producer - Creative Services (Contractor)

Charles Schwab, Inc.
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San Francisco, CA
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December 2005 to April 2007

• Oversaw project definition and managed testing and delivery of final work product 
• Managed 5-20 concurrent projects 
• Acted as a bridge between Schwab marketing clients and Schwab’s Creative Services 
• Assisted in the coordination, training, and helped mentored junior Producers 
• Promoted into Interactive Studio Manager role based on my larger efforts in the Producer role

Lead/Senior Project Producer

Friendfinder, Inc.
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Palo Alto, CA
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April 2005 to October 2005

• Product management for large online dating network 
• Refined PM processes and oversaw a growing team of Project Producers 
• Championed greater focus on UX/UI and acted as de facto Director of User Experience 
• Wrote user stories and technical specifications for each feature request 
• Coordinated the development, testing, release, and support of each feature request 
• Managed 5-20 feature requests during each 2-week delivery cycle 
• Helped with the acquisition and integration of an competing online dating company

Interactive Producer - Creative Services (Contractor)

Charles Schwab, Inc.
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San Francisco, CA
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September 2004 to October 2004

• Oversaw project definition and managed testing and delivery of final work product 
• Managed 5-20 concurrent projects 
• Acted as a bridge between Schwab marketing clients and Schwab’s Creative Services 
• Assisted in the coordination, training, and helped mentored junior Producers 
• Promoted into Interactive Studio Manager role based on my larger efforts in the Producer role

Interactive Producer - Creative Services (Contractor)

Charles Schwab, Inc.
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San Francisco, CA
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May 2004 to July 2004

• Oversaw project definition and managed testing and delivery of final work product 
• Managed 5-20 concurrent projects 
• Acted as a bridge between Schwab marketing clients and Schwab’s Creative Services 
• Assisted in the coordination, training, and helped mentored junior Producers 
• Promoted into Interactive Studio Manager role based on my larger efforts in the Producer role

Group Creative Director - Interactive

Irma S. Mann
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Boston, MA
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October 2000 to October 2001

• Helped to define and build the interactive marketing efforts for a travel-focused agency 
• Oversaw a newly established team - developer and account manager 
• Led the visual design, UX, and technical definition for all interactive projects 
• Involved in scoping the interactive components for agency’s client pitches 
• Produced high-level reports for clients on performance of their websites

Education

MSc in Management (Sloan Fellow)

Stanford University GSB
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Palo Alto, CA

January 2009 to January 2010

BA in Liberal Studies

California Polytechnic State University
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San Luis Obispo, CA

January 1992 to January 1996

Skills

Team Leadership, Project Management, Product Management, Strategy, Problem Solving, Design Thinking, Web Design, Start-ups, User Experience, Product Development, Team Building, Digital Media, Mentoring, PHP, MySQL, Web Analytics, Entrepreneurship, Digital Marketing, E-Commerce

Additional Information

Content - research, copywriting, copyediting and proofreading 
Design - web graphic design, branding, animations, video and audio 
Development - hand-coded HTML, PHP, CSS, XHTML, JavaScript, mySQL & CGI 
Information Design - schematics, use-cases, functional specifications, mockups 
Maintenance - unix/apache, CMS, SEO, traffic analysis and customer support 
Management - creative & technical staff management 
Strategy - website and business-process development and brainstorming