CUSTOMER-FOCUSED PRODUCT MANAGER AVAILABLE FOR HIRE.

I consider myself, first and foremost, to be a customer advocate. In the 20+ years I was in the customer care field, my goal was always to deliver the best care possible, every time. Making customers happy makes me happy. Listening to their needs, finding solutions to their problems, and building trust with each conversation; these are the principles that guide every interaction I have with a customer.

As a product manager, that same customer focus and guiding principles are part of my daily work practice. In my PM work, my goals are to be Clear, Caring, and Curious. What does that look like in practice? It means I set clear expectations and can keep folks focused on our North Star. It means I speak clearly and seek clarity during discussions. It means I bring a caring (kind and empathetic) attitude to all interactions. It means I can make each stakeholder feel like their viewpoint is valued and understood. It means I know the difference between being “nice” and being “kind”. It means I ask questions, I search for context, and I dig into customer pain points and historical data before jumping to solution ideation.

Since 1997 I’ve spent a lot of time working in various aspects of customer care for brands from small (Cotton Bureau) to independent (W.W. Norton) to very big (The Gap.) I’ve managed in brick & mortar locations, I’ve managed in a tiny one-room office, and I’ve managed remotely. I’ve worked in fashion, home goods, and e-Commerce. In 2021, I transitioned into the world of Product Management and while there have spent my time focused on Content Management Systems, eCommerce, internal tooling, publishing, and professional services. Yep, I’m pretty flexible!

I’ve collected the last ~10 years of my work record on my CV here for easy browsing. If you’d like to know about my experience from before 2013, feel free to get in touch. References here, additional references are also available upon request.