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. Over 20 years that took me 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: prompt authoring, call‑flow configuration, and bringing 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 use AI tools like Copilot, ChatGPT, and Claude as part of how I work, not as a novelty.
Career Highlights
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.
- Owns call‑routing configuration and call‑flow journeys across multiple regions and languages.
- Built Voice Studio, an in‑house browser tool that authors and exports telephony‑grade IVR prompts the same day — displacing a slow, costly external vendor process.
- 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.
- 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.
- 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.
- 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.
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.
- 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.