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Click here or scroll down to respond to this candidateCandidate's Name
Director of Product ManagementCelina, TX Street Address , United StatesPHONE NUMBER AVAILABLEEMAIL AVAILABLESeasoned, data-driven product leader with 13+ years of experience leading transformative product vision and strategy to drive growth for Fortune 500 FinTech, Retail, QSR, and Hospitality companies.KEY ACHIEVEMENTS Improved Pizza Hut customer satisfaction by 4% and team member efficiency by 18% through the refactor and redesign of the restaurant point-of-sale (POS) product. Reduced the Pizza Hut cost of service $0.75 per order by implementing a self-service Order Status AI Agent leading to a $2.5M annual cost savings. Contributed $200M in Sabre Travel Solution revenue and drove operational efficiency for 40 airlines by designing a seamless omnichannel travel booking experience with personalized offers and order management. Drove a 4M increase in annual bookings and a $19M boost in airline revenue by optimizing the branded flight and ancillary product shop and book experience. Increased Hilton direct bookings and the number of nights booked through digital channels for 14 hotel brands by enhancing the guest digital booking experience. Increased Hilton brand mobile app downloads and Hilton guest engagement with the brands ~4,927 hotels by enabling 3M digital room key downloads, 13.6M doors opened and 30M digital check-ins in Hilton brand mobile apps. Increased MoneyGram's mobile transaction volume by 28% by designing and launching web and mobile P2P money transfer and bill pay products and scaled the products worldwide to make MoneyGram a global leader in digital-first remittance and money transfer solutions.PROFESSIONAL EXPERIENCEDirector of Product ManagementYum! Brands Plano, TX April 2022 - November 2023 Led the restaurant management POS product portfolio vision, strategy, and roadmap resulting in an increase in same store sales growth, improvement in customer satisfaction and operational efficiency and reduction in cost of service for the $5B Pizza Hut US business. Managed a team of 9 product managers with clear goals and objectives and effective coaching to unlock SaaS and install-based restaurant management product capabilities that created product-led value for customers and the business. Leveraged customer feedback, industry trends and competitive analysis to shape the product roadmap and ensure Pizza Hut remained at the forefront of QSR innovation. Guided 0-1 product lifecycle management and product model planning, design, development, release and optimization to deliver business results. Refactored and redesigned the POS product to deliver simplified order and seamless order carryout and delivery experiences for customers, team members at 6000+ restaurants, and 100 franchisees. Optimized the restaurant management front-of-house workflows and automated back-of-house and above store operations to support a 22% YoY increase in digital sales and a 5% increase in system sales. Implemented a real-time Order Tracker in the POS, web and mobile app to provide a convenient self service experience for customers and help team members in restaurant support the increased demand from digital orders. Partnered with the Director of Restaurant Tech on strategic initiatives to modernize the restaurant management platform, simplify integrations, improve testing, increase deployment speed, optimize APIs and reduce development costs. Launched a new labor management product with AI-driven forecasting and scheduling automations to improve labor cost, store performance, and employee retention. Implemented 3rd party food order marketplace integrations (Uber, DoorDash, GrubHub) and dynamic menu management in the POS to support strategic product marketing initiatives, supplement high volume ordering and increase revenue opportunities. Developed Menu, Order and Pay APIs purpose built for Conversational AI use cases and automated order fulfillment workflows in the POS to to drive convenient self-service phone ordering and improve team member operational efficiency. Implemented a Phone Order AI Agent to improve customer service and reduce the use of store labor, missed calls, abandoned calls and inaccurate orders. Designed a standalone Pay AI Agent to replace the use of call center agents, provide PCI-compliant payment and checkout, improve order efficiency, and reduce cost of service. Partnered with Operations, Data, and Customer Insights teams to measure improvements in customer satisfaction (CSAT), food quality, speed of service, order accuracy, labor utilization, workforce retention, and cost of service. Improved order accuracy, food quality, and delivery efficiency by scaling deployment of AI-powered kitchen management and food delivery optimizations to 40% of the Pizza Hut US restaurant network.Group Product ManagerSabre Travel Solutions Southlake, TX August 2015 - March 2022 Set the product strategy and roadmap to enable intelligent retailing, increase direct bookings, drive higher conversion and unlock revenue opportunities for airlines through digital channels. Owned the P&L for the product portfolio (~8 product lines, 4 FTEs, $429M platform ARR), ensuring resources were allocated effectively to meet strategic objectives with an R&D budget of ~$12M. Set the product suite success metrics and tracked how we improved customer conversion, maximized revenue opportunity, increased agent efficiency, improved the customer experiences, reduced costs and improved our time to market Coached a team of 8 product managers to align on goals and objectives, prioritize initiatives, and deliver measurable business results. Defined product requirements for the Sabre APIs needed to power the digital experience and integrated third-party Travel APIs to create customer-centric retailing and fulfillment opportunities within the booking experience. Designed new retailing features and functionality to enhance the guest experience and improve airport operations. Steered cross-functional collaboration and alignment toward product goals with 12 development managers, 200 in-house developers, 3 UX designers, 2 technical writers, and multiple third-party tech partners to integrate emerging technologies (AI, IoT) into hospitality solutions. Analyzed market trends in airline retailing and the competitive landscape to identify new product opportunities and steer the product vision and direction. Established the digital experimentation strategy for the product line and ran A/B Tests using Optimizely to improve conversion in the booking and post booking funnels. Product ManagerHilton Worldwide Addison, TX May 2014 - August 2015 Prioritized the product roadmap and feature development for Hilton's guest-facing web and mobile app and day of stay technologies to increase revenue, brand loyalty and guest satisfaction. Partnered with UX, engineering, and operations teams to design intuitive, user-friendly digital experiences to find rooms, book stays, redeem points, manage reservations, download branded apps, and seamlessly join the loyalty program. Defined product requirements and launched the Hilton Honors mobile app (iOS, Android) and Internet of Things (IoT) guest room technology (Digital Room Keys, Connected Rooms, and Self Check In/Check Out) to enable convenience, simplicity, flexibility, and control for the guest experience. Implemented agile processes to enhance product delivery and continuously incorporate customer feedback. Tracked key performance metrics and presented product updates to senior leadership, demonstrating an improvement in customer satisfaction. Ran A/B Tests using Oracle Maxymiser for real-time behavioral targeting, in-session personalization, and product recommendations across Hilton websites and mobile apps. Product ManagerMoneyGram International Dallas, TX October 2011 - May 2014 Drove the product strategy to deliver innovative payment solutions, accelerate digital transformation and expand MoneyGram's global reach and accessibility through consumer-facing digital platforms. Launched MoneyGram.com a new cross-border payment solution integrated with major e-commerce platforms, expanding MoneyGram's addressable market by 25%. Launched MoneyGram's mobile apps and online transfer digital experience, leading to a 20% increase in digital transaction volume and a 15% reduction in customer support inquiries. Defined the product requirements to enable loyalty sign-ups, brand engagement campaigns, an online store locator, online money transfer, and online bill pay services. Utilized data and UX design thinking to streamline the money transfer checkout journey and make it easier for customers to create an account, shop exchange rates and complete payment. Integrated customer support and feedback widgets into digital channels and managed the response to improve customer support and enhance self-service solutions for customers. Collaborated with engineering, marketing, and compliance teams to deliver innovative and secure payment solutions. Launched co-branded MoneyGram online money transfer and bill pay websites for major partners (Walmart, PayPal) and various online banks, showcasing the brands capability to drive revenue through third-party marketplaces, deliver quick time to market, seamless integration and reliable services. Managed the product backlog, prioritized initiatives, and ensured timely delivery of new features, resulting in a 28% increase in mobile transaction volume. Utilized the data platform, data layer, data governance and daily reporting to gather customer insights and make data-driven product decisions based on engagement, retailing, and revenue results.ADDITIONAL PRODUCT WORK EXPERIENCE (21 Years) Mobile Product Marketing Strategist, BuzzHDQ, Global, Oct 2010 - October 2011 Global Product Owner/Group Product Manager/Sr. Product Manager/Technical Writer, Nokia, Irving, TX, August 1999 - August 2010 Technical Writer, SumTotal/Click2learn, Fort Worth, TX, From 1996 - 1999 Corporate Communications, The Millers Group, Fort Worth, TX, From 1994 - 1996 Technical Writer, American Airlines, Fort Worth, TX, From 1991 - 1994CORE COMPETENCIES Agile Methodologies (Jira, Confluence) Communication (business impact and outcomes) Cross-Functional Collaboration Data-Driven Decision Making (Google, Adobe, Amplitude) Design Thinking (UX, Figma) Digital Content Management (Adobe, Headless CMS) Digital Security & Compliance Requirements (PCI, WCAG) Digital Transformation & Innovation E-Commerce, Order Management, Omni-channel Fulfillment (B2B, B2C, Web, Mobile, Tablet, Kiosk) Experimentation (Optimizely) Go-to-Market (SW, HW) Performance Tracking & Reporting (OKR/KPI) Problem Solving Product Vision & Strategy Roadmapping & Execution Team Leadership & Mentorship Technical Expertise (SaaS, APIs, AI, IoT/M2M)EDUCATION B.S. Digital Marketing, Full Sail University 2010 - 2012 Pragmatic Institute Foundations & Focus March 2016 Pragmatic Institute Certified Product Manager Level II Credly June 2019 Pendo AI for Product Management Credly December 2023 LinkedIn Intro to Conversational AI May 2023 Quantum Metrics Continuous Product Design Certified February 2024 |
