Lead product and innovation strategy for consumer member experience across 500+ franchised and corporate clubs. Own vision, roadmap, and platform rollout in a hyper-growth, multi-location business.

• Leading an omnichannel AI agent initiative across SMS, web app, mobile app, and voice — reimagining member experience for inbound and outbound interactions (sales, service, retention, and win-back), reducing response times and unlocking 24/7 personalized member experience.
• Defining the AI agent architecture with engineering: LLM orchestration, guardrails for brand and compliance safety, human-escalation paths, and channel-specific conversation design.
• Establishing KPIs and ROI targets for AI-driven experiences — containment rate, member satisfaction, conversion lift on outbound campaigns, and cost-to-serve reduction; reporting outcomes to executive leadership.
• Championing AI-driven personalization and wearable integration to transform the consumer mobile app from a check-in utility into a daily-use companion.
• Driving cross-functional alignment across product, engineering, design, marketing, and franchise operations in a distributed 500+ club ecosystem.

Led a pillar of the consumer digital product organization serving 45M+ customers across native mobile apps, subscription, and loyalty. Managed a team of product managers; owned roadmap, P&L, and cross-functional execution with engineering, design, analytics, FP&A, accounting, marketing, and payments.

• Translated enterprise growth strategy into a 0-to-1 consumer subscription product (Gold Pass) — scaled 0 → 500K members and $20M incremental revenue in Year 1; Webby Award nomination.
• Drove AI/ML personalization powering recommendations and loyalty triggers — +10% signup growth and +15% loyalty transactions in a single quarter, partnering with data science teams.
• Championed human-centered discovery — usability research, member interviews, and conjoint analysis — to reimagine product solutions around customer needs rather than internal assumptions.
• Directed consolidation of mobile app v4.X into a unified consumer ecosystem — an integrated problem-solving effort resolving fragmented tech stacks, contested org priorities, and product risk across payments, loyalty, and commerce.
• Led and developed a team of product managers; coached discovery, delivery, ROI sizing, and prioritization craft.
• Structured Spotify and T-Mobile strategic partnerships requiring technical, legal, and commercial alignment.

• Directed global modernization of the Buyer-Tools platform across 4 international markets; +14% revenue lift through data-driven price-point optimization.
• Shipped new collaboration capabilities 0-to-1 with Agile Scrum teams.

• Translated advisor and customer needs into a modern self-service digital platform for 10,000 financial advisors — −30% support call volume and significant enterprise cost savings in a regulated financial services environment.
• Implemented usability-research-driven features — +48% engagement through qualitative research and behavioral analytics.
• Recipient of MassMutual CEO’s Award for Agility, Development, Inclusion & Leading Others (Q3 2020).

• Spearheaded Vitality wellness program integrations — wearable-based consumer engagement connecting behavioral data into personalized insurance member experiences within a regulated environment.

Clients - MAPFRE Insurance, SWISS Re Insurance

• Generated $5M net new revenue by expanding insurance digital product markets.
• Led redesign of B2C insurance website using human-centered design, increasing lead generation by 54%.
• Received IBM Talent Award for client success and best performance (Apr 2018).

• Led RPA solution development — $1M underwriting cost savings, +30% KPI improvement; drove transformation strategy to decommission legacy systems.

• Elicited and Scoped requirements, Conceptualized solution, prioritized, validated, and tracked Business requirements, created Business use case and Swim lane diagrams following waterfall methodology of SDLC.
• Built knowledge repository of new product including but not limiting to Business Process flow diagram, Product Requirement Documentation (PRD), Product specifications, user guide and Data dictionary.
• Designed wireframes and built prototype for new product and successfully pitched idea to leadership.
• Created SQL queries to identify data to investigate and debug programs to solve and fix code issues.