Resume
Manager, Technology Product ManagementVoice channel, CCaaS, and applied conversational & agentic AI.
20+ years across hospitality, project, and product.
About
I build and support the tools and processes that make service teams more efficient, accurate, and effective.
My career began in hotel & resort hospitality, where I learned that great experiences are really great operations in disguise — a view I spent three years putting to work as Managing Partner of a customer‑experience consultancy, publishing the Business Experience Management framework with SOCAP International in 2016–17 and teaching it to new Ontario business owners through the province's Summer Company and Starter Company programs. Over 20 years the path ran from front‑line service into wealth and insurance, then into organizational development, followed by project and product management for the technology that global contact centres run on.
Today I manage technology products in the CEC voice channel — IVR/IVA call routing, CCaaS platforms, and the operational tooling around them. I specialise in the voice channel: call‑flow configuration and quality, the guest experience across our products, services, and engagement centres, and the agent experience — the tools and products that support day‑to‑day operations on the Voice Platform and in Salesforce. Alongside that, I help the organisation bring agentic and conversational AI into the contact centre responsibly.
I design and collaborate with developers for hands‑on experience with UI/UX, frontend development, and brand — and I direct agentic AI as part of how I work, not as a novelty — steering tools like Cursor to build working products as the product owner, with Claude, ChatGPT, and Copilot across day‑to‑day delivery. Independently, I've taken that practice to production: a live AI concierge platform (Iris, plus client‑branded concierges) built as one version‑controlled frame with a per‑client configuration layer — so governance and compliance controls are inherited by every deployment rather than re‑implemented — behind a gated release pipeline that treats factual accuracy as a deploy blocker, with owner‑facing analytics, plain‑English monthly reporting, and independently graded adversarial testing on an enforced schedule.
Career Highlights Selected Builds
Manager, Technology Product Management
Leads Product for the CEC voice channel — IVR/IVA call routing, CCaaS tooling, and the operational systems behind a global contact‑centre estate of 20+ centres across North America, CALA, APAC & EMEA.
- Owns call‑routing configuration and call‑flow journeys across multiple regions and languages.
- Brought Voice Studio in‑house — a tool that authors and exports telephony‑grade IVR prompts the same day, displacing a slow, costly external vendor process. (See Selected Builds.)
- Introduces agentic and conversational AI into operations responsibly and measurably.
Product Manager, CEC Voice Channel
Managed delivery and configuration for voice‑channel technology, partnering across operations, engineering, and vendors to keep caller experiences reliable and in production.
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- Ran agile delivery — intake, backlog, and release — for routing and IVR initiatives.
- Coordinated and supported building and maintaining IVR/IVA call flows in NICE CXone Studio — CTI screen pop data, variables, menus, and routing logic adapted in‑house.
- Owned release and change management for the voice channel, coordinating UAT and production cut‑overs across multiple regions and languages.
- Translated business events (campaigns, outages, advisories) into coordinated caller messaging.
Business Experience & Organizational Development Leader
Focused on the business experience and business development side of one of Canada's largest home‑improvement retailers — leading hiring, training, onboarding, and leadership development across a multi‑store workforce of over 200 associates to build and grow high‑performing store teams.
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- General Manager of a store — accountable for day‑to‑day operations, sales, service, and overall team performance.
- Led a new store opening — built the associate and management team from the ground up: hiring, onboarding, and training.
- Designed development and process programs that raised how teams worked, grew, and delivered.
Product Owner
A focused product role at one of Canada's most established insurers — owning requirements and delivery for digital and operational products in a regulated enterprise environment.
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- Voice of the product for Wealth & Insurance Solutions Enterprise (WISE) — bridging business stakeholders and delivery teams in support of the top 25% of financial firms in Canada.
- Delivered product requirements on the Salesforce platform — partnering on configuration and delivery within a regulated enterprise environment.
- Strengthened the product discipline that now anchors my technology work.
Managing Partner
Three years running a customer‑experience consultancy — the period in which I wrote and published the Business Experience Management framework, arguing that the next step after customer experience is designing the business the customer experiences.
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- Authored Business Experience Management, published with SOCAP International (CRM Magazine, 2016–17).
- Delivered customer‑experience training to new business owners through Ontario's Summer Company and Starter Company programs.
- Advised owner‑operators on aligning operations, people, and process behind the experience they were selling.
Guest Experience & Operations Leadership
Over a decade of hospitality operations leadership across a globally recognised hotel group — the foundation of the service‑first mindset I bring to every product.
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- Led front‑line and operational teams to deliver consistent, high‑standard guest experiences.
- Helped transition Starwood's flagship Ambassador Service into the Marriott environment during the merger — supporting the integration that formed the world's largest hospitality company.
- Managed projects and process improvements across service delivery.
- Acted as the primary escalation Starwood Preferred Guest Executive contact for the SPG loyalty program on behalf of Executive Consumer Affairs and the C‑Suite team for all physical mail, digital, and voice contacts.
Selected Builds
Voice Studio
A browser tool that authors and exports telephony‑grade IVR/IVA voice prompts the same day — bringing in‑house what was a slow, costly external vendor process. Self‑serve; each user brings their own voice and translation keys.
Product Command
What began as an AI JIRA‑intake tool (a form, email, or PDF → a review‑ready Epic & Stories) grew into a self‑contained Product Manager command center — a live JIRA dashboard, sprint map, automated health checks, a release‑notes publisher, and a security‑and‑operations Activity‑Audit Console (CXone) that surfaces 20,000+ audit events in seconds — in one portable app. Built React + TypeScript & FastAPI, directing AI coding agents through the full build.