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Shop Service Advisor

Recreational Equipment, Inc. (REI)Present

• From dropoff to pickup, responsible for every portion of bike and ski maintenance including assessment, explanation, diagnoses and doing the actual repair.
• Deliver an outstanding member experience while upholding quality and safety standards.

Volunteer AI Strategy Consultant

Compass Pro Bono — Children's Scholarship FundOct 2025 – June 2026

• AI adoption and implementation strategy for a nonprofit, focusing on fundraising and grant writing operations to streamline donor prospecting, outreach and proposal development.
• Conducted qualitative stakeholder interviews across all departments to map current state and identify future-state AI integration opportunities.
• Advised leadership on developing organizational AI policy encompassing safety, security, and regulatory compliance standards.

Digital CRM Manager

DanskoJuly 2024 – Feb 2025

• Used AI to build an end-to-end performance dashboard for email and SMS campaign and flow data.
• Built and executed segmentation strategy for email, SMS, and website CRO; roadmapped CRM enhancements over a 12-month period.
• A/B tested email templates, algorithm performance, product mix, and campaign flows; designed surveys and conducted UX research.

Klaviyo, Shopify, Google Analytics, Looker

Senior Product Manager

The Brandtech GroupOct 2022 – Sept 2023

• Created an AI-powered image tagging and comparison tool connecting performance data to images at the atomic level, surfacing image performance and underused marketing assets.
• Managed a 10-person cross-functional team composed of engineers and designers.
• Led all sprint ceremonies, wrote requirements, epics, user stories and acceptance criteria, prioritized the backlog for the engineering team, and owned the product roadmap.
• Created and designed wireframes and low-fidelity prototypes optimizing user experience and product usability for designers and senior management.
• Managed product lifecycle from concept to private beta and ensured alignment with market demands.

Director, Merchant Experience

Heartland, a Global Payments companyJan 2021 – Oct 2022

• Built a new-to-market self-service account portal integrating four legacy systems into a single web app; consolidated login with MFA and SSO.
• Relaunched a mobile-friendly Reporting & Analytics product with updated UI/UX in the competitive fintech space.
• Managed a 16-person team across design, development, project, and product marketing; wrote epics and stories, prioritized backlog, and led PI planning.
• Created wireframes, prototypes, and end-to-end workflows; owned product roadmap and successfully drove priorities onto other business units' roadmaps.

Senior User Experience Research Engineer

Qurate Retail GroupJune 2020 – Dec 2020

• Owned UX for the Items Recently on Air and Program Guide features on qvc.com and hsn.com.
• Led moderated and unmoderated qualitative interviews and synthesized quantitative datasets to identify shopper pain points.
• Conducted market research to inform Product, A/B testing, and Design teams.

Product Manager and Usability Research

Toll BrothersJan 2015 – April 2020

• Built Toll Brothers' usability testing and research program from the ground up; owned website performance, CRO, personalization, and testing across tollbrothers.com and twenty other domains.
• Increased lead conversion and key engagement metrics by over 20%.
• Led all UX research — qualitative interviews, quantitative analysis, A/B testing, personalization — and developed digital shopper journeys and personas; managed cross-functional team of engineers and designers.

Client Success Manager

MonetateJuly 2013 – Oct 2014

• Strategic partner to 15 clients and 20 websites for testing, personalization, data analysis, and UX optimization at a SaaS startup.
• Created, launched, and analyzed real-time experimentation programs to improve conversion; onboarded stakeholders and demonstrated product capabilities to senior leadership.
• Led daily client contact, weekly meetings, and onsite QBRs; presenter at Monetate Client Summit.

General Manager, Sales & Service Manager

Outdoor Industry Retail Experience

• Held multiple roles in the outdoor industry and specialty retail including sales representative, account management, marketing, order processing, general manager and finance.
• Oversaw all aspects of managing a $900K per year retail store including training personnel, marketing, visual merchandising, product mix analysis, sales, social media and operations.
• Key client account sales manager for over 50 unique accounts nationwide. Grew territories by over 10% in breadth of product and overall dollars.

Serotta Bicycles, Specialized Bicycles, Keswick Cycle, Main Line Cycles