My passion for product management began in 2001, when I worked at CapitalOne in a specialized call center, testing a variety of credit card terms and rewards for usage, customer satisfaction, and application rates. Monitoring the overall experience for consumers and ensuring a consistent service approach remained at the top of my mind as I began managing associates and call centers.

From the late 2000’s through the early 2010s, I managed escalated call centers across five countries. During that time, I incorporated analytical tools to monitor the overall health of my servicing product and practiced continuous improvement to remain competitive in a saturated credit card industry. Using voice of customer (VOC) surveys, customer satisfaction (CSAT) scores, retention rates, and net promoter scores (NPV), I was able to examine quantitative and qualitative data for root cause analysis and determine a path forward to improve the customer experience. Research led to soft skill training, enhanced policies, and procedures written and approved by various stakeholders and business partners to mitigate consumer dissatisfaction.

I loved managing call centers internationally, but being on the road with my wife and infant at home was tough, so I transitioned to a product manager role in marketing. Here, I was able to combine three of my interests and strengths: process management, project management, and product management. I leveraged my abilities to eliminate process waste, understand the customer experience, and identify downstream impacts before they come to fruition to deliver an unmatched experience. As a product manager in acquisitions and customer management, I leveraged tools, including kaizen sessions, focus groups, and design thinking, to develop new products and improve existing products, increasing the following metrics: customer satisfaction, net promoter score, and retention rates.

Unfortunately, my team was eliminated in a reorganization, and I moved into other roles at Capital One and CarMax. Along the way, my interests and passions remained the same: caring for the customer experience. At CarMax, I focused on the pay experience for current and former employees. Instilling in my associates the value of customer service over being an authority on all things related to pay. Most important is that every associate, past and present, should be treated with respect and warmth as they are potential buyers of vehicles from CarMax. Before being laid off due to COVID-19 cuts, I supported call center initiatives for current and future employees in business operations.

In 2021, I was fortunate enough to re-enter the world of product as a Product Owner at Kinsale Insurance. Kinsale has allowed me to ideate and execute initiatives on behalf of various lines of business to increase revenue through multiple offerings that impact premiums and fees. I’ve also been able to analyze applications and find opportunities to refine systems intuitively to reduce processing time, increase efficiency, and support the organization's growth.

When I’m not innovating products through analysis, ideation, and continuous improvement, I spend time with my wife and two children. After completing grad school at William & Mary in 2023, I’ve been able to revisit hobbies I forgot I enjoyed, including ice hockey, roller hockey, brewing beer, and playing video games. I also give back in my spare time, coaching hockey and serving as the secretary of Full Circle Grief Center’s board of directors.