Over a 6-month period, I led a redesign of our Rhythm of Business, fundamentally changing how leaders engage with performance, priorities, and accountability.

We moved away from static reporting and metric-heavy reviews toward a decision-oriented operating cadence anchored in signals, insights, outcomes, and action (SIROA). This included redefining our Monthly Status Reports (MSRs) and Quarterly Business Reviews (QBRs) as strategic forums designed to surface risk early, clarify tradeoffs, and drive cross-functional alignment.

Key shifts included:

• Treating dashboards as pre-reads, not meeting content

• Reframing reviews from “what happened” to “what does it mean and what are we doing about it”

• Introducing a consistent narrative structure to connect metrics → insights → decisions → actions

• Elevating QBRs from functional updates to conversations tied directly to OKRs and strategy

The result: sharper executive dialogue, faster decision-making, clearer ownership, and leaders spending their time on what actually moves the business forward.

I designed and implemented a Global Product Support PMO framework to bring clarity, alignment, and execution discipline to the organization.

Rather than treating the PMO as a project intake or reporting function, we built it as an operating layer connecting strategy to execution. The goal was simple but non-trivial: ensure the right work is prioritized, delivered consistently, and produces measurable impact.

The framework addressed persistent challenges many organizations face:

• Fragmented prioritization and inconsistent project practices

• Limited visibility into cross-functional work and dependencies

• Weak accountability for outcomes, not just delivery

We anchored the PMO on three pillars:
focus and alignment, change management, and impact assessment. Every initiative is tied to business OKRs, supported by intentional change management, and measured for value over time.

This approach transformed the PMO from a coordination function into a strategic enabler: improving leadership alignment, increasing transparency, reducing delivery variability, and strengthening the organization’s ability to absorb and sustain change.

As Senior Manager of Training, I designed and delivered the Product Support Experience 101, a comprehensive, multi-day global training program focused on building the foundation for how Product Support Engineers think, communicate, and operate.

The program was built around a core belief: support engineers shape customer perception through judgment, communication, and behavior, not just technical resolution.

The curriculum integrated three capability pillars:

• Communicate Clearly — writing, speaking, and responding with structure, empathy, and intent

• Solve Strategically — critical thinking, prioritization, and dynamic troubleshooting from the customer’s perspective

• Think Holistically — understanding how individual actions compound into brand trust and customer experience

The program combined live facilitation, interactive scenarios, real case analysis, role play, and applied practice across nine modules, reinforced by values-driven behaviors and a strong service mindset. Engineers were trained not only in case management best practices, but to manage conversations, navigate complexity, and deliberately shape the customer experience end-to-end.

The outcome was a shared language, consistent behaviors, and a higher bar for what “great support” looks like globally and at scale.

• Launched BigTinCan platform connecting Learners to role-based learning content

• Managed multiple Learning Management Systems, Authoring and Video tools

• Implemented new learning technology; Amplifire, Articulate 360, Pluralsight, Vidinoti, Monday.com

• Change management initiative leader

• Model design, development + training

• Instructional design development + management

• Developed and launched Learning Journey & Certification programs

• Implemented role, title & pay alignment

• Program management leadership

• Manage Instructional design team

• Un-carrier Experience Customer Survey program & vendor management

• Secret Shop program & vendor management

• Social Media Reviews & Ratings