Career History

Lead a team of domain experts in the development of business and software requirements for Oracle's market-leading WMS Cloud and WFM Cloud (Workforce Management). The team evaluates requests for new products and enhancements while considering technical feasibility, market viability, revenue potential, and compatibility with Oracle's market strategy.

Developed and implemented the customer communication process for product announcements, maintenance schedules, and key information; key presenter for Customer and Field Advisory Boards (CAB/FAB) and Customer Connect Sessions
Represented WMS for Oracle's service health initiative, gathering and interpreting service quality data and leading corrective action efforts
Led the creation of Oracle University training content for WMS Cloud, including the Oracle Warehouse Management Cloud Implementation Specialist certification exam
Key speaker representing WMS Cloud at user conferences including OpenWorld, Modern Business Experience, and SuiteWorld
Led the integration effort to transition LogFire's Customer Support process to Oracle's Support process, advocating for and coaching customers through each step
Responsible for the supervision, mentoring, and growth of resources under direct and indirect authority

Managed a multi-regional Professional Services organization across three regions, implementing solutions for customers around the globe. Led and grew the team through a transition from a primarily third-party services model to a direct delivery model, while also building and running the Global Support organization.

Grew the Professional Services team through the transition to a SaaS/Cloud delivery model; implemented internal SOPs and ensured services delivery and profitability targets were met
Established and grew a multi-country, 24/7/365 scalable support organization with formal case management, escalation paths, and a Customer Quarterly Business Review (QBR) process
Created and managed a standard, sellable training offering including course catalog, delivery methods, content, and cost/margin structure
Formed and managed the Customer QA Team to test customer workflows prior to upgrades, resulting in lower post-upgrade issues and higher customer satisfaction
Member of the Leadership Team influencing go-to-market strategy; key member of the team that secured initial PE funding

Responsible for the overall success of multiple programs in the Logistics Service Provider (LSP) vertical, ensuring program scope and direction aligned with strategic business objectives including subscription revenue, transaction revenue, and customer satisfaction goals.

Managed the core LSP team to deliver individual implementations, including scope, budget, resources, deliverables, and issue escalation and resolution
Coordinated with Engineering, Products, Sales, and Customer Support on program priorities; facilitated collaboration and conflict resolution across groups
Defined and implemented the standard implementation methodology for the LSP vertical and assisted in creating the internal resource structure to support scalability
Conducted regular steering-level meetings between GT Nexus and LSP customers; reported regularly to the executive team with program status and metrics

Responsible for creating and incorporating WMS-related collateral — project methodology, standard project plans, statements of work, training and configuration documents — into the existing Ross Systems methodology. Served as project manager and design lead for clients implementing the full suite of CDC Software products.

Participated and presented in WMS Product Board meetings on client and implementation issues
Performed in sales and pre-sales support roles, including preparation of proposed project plans and product demonstrations
Responsible for all WMS projects in North America across CRM, ERP, WMS, SCM, and other applications

Responsible for the success of multiple implementations with Tier 1 and Tier 2 clients across multiple product platforms. Served as design lead and facilitated the delivery of complete solutions, from design sessions and functional specifications through testing and go-live.

Led design sessions and created functional specifications, modification specifications, project plans, and test conditions to ensure client business requirements were visible to all stakeholders
Enforced internal quality control standards and ensured project profitability
Performed in sales support roles including preparation of proposed project plans and product demonstrations
Successfully implemented four Manhattan Associates products and platforms: iSeries, UNIX/Cobol, n-Tier, and Pronto (Windows)