Manager – Product Management - Northstar Technologies Inc.
(2022-01)
Lead product strategy across a portfolio of enterprise SaaS products spanning member experiences, reservations, scheduling, food & beverage, events, banquets, workforce mobility, enterprise integrations, and AI-enabled operational systems.
- Led the vision and product strategy for ClubNow 3.0, transforming a legacy member experience into a modern, mobile-first platform focused on simplifying member journeys, reducing friction, improving discoverability, and delivering a premium digital experience. Successfully launched with a phased rollout across enterprise customers.
- Defined the AI product strategy and platform architecture for AVA, leveraging Amazon Bedrock to evolve it from an enterprise knowledge assistant into a scalable AI platform supporting knowledge retrieval, workflow orchestration, and decision intelligence.
- Defined AVA's commercial strategy, establishing a consumption-based pricing model informed by AI usage patterns, infrastructure costs, and long-term platform scalability.
- Defined product strategy for enterprise platform integrations, enabling interoperability with GolfNow, Golf Genius, EZLinks, Yellow Dog Inventory, digital reader boards, payment gateways, and member ecosystem integrations.
- Led the strategy for the Northstar Employee App, extending enterprise workflows to frontline operational teams across multiple departments. Successfully adopted by 60+ organizations.
- Directed the strategic evolution of Northstar's reservations portfolio across tee times, dining, activities, events, banquets, retail POS, and inventory, balancing operational complexity with long-term platform scalability.
- Owned the product commercialization strategy for ClubNow 3.0, defining product positioning, value proposition, competitive differentiation, and sales enablement to support enterprise launches and customer adoption.
Product Manager | Promoted to Senior Product Manager - Northstar Technologies Inc.
(2019-10 - 2022-01)
Owned product strategy across Northstar's operational platform spanning reservations, scheduling, food & beverage, events, banquets, golf operations, retail POS, and inventory.
- Redesigned core reservation experiences across tee times, dining, activities, events, and banquets, simplifying member journeys, strengthening reservation lottery workflows, and improving operational efficiency.
- Created Northstar's first purpose-built Classes module, expanding the platform into athletic programming with support for scheduling, registrations, instructors, recurring programs, and billing.
- Partnered directly with enterprise customers throughout product discovery, validating operational workflows, gathering feedback through customer engagements, and prioritizing roadmap investments based on business value and customer impact.
Implementation & Project Manager - Northstar Technologies Inc.
(2015-07 - 2019-09)
Led enterprise software implementations for 75+ organizations across the United States, Canada, and Hong Kong, delivering complex digital transformation initiatives for private clubs.
- Successfully delivered 18 end-to-end enterprise go-lives, leading the implementation lifecycle from discovery and business process analysis through configuration, production launch, and post-go-live support.
- Conducted 60+ onsite training engagements, enabling executive leadership and operational teams to successfully adopt enterprise software across membership, golf, food & beverage, retail, finance, and club operations.
- Led 7 business process re-engineering initiatives, redesigning operational workflows to improve efficiency, strengthen technology adoption, and maximize the value of enterprise software investments.
- Identified recurring operational challenges and customer needs across enterprise implementations, translating field insights into product enhancement opportunities that influenced future product roadmap decisions.
Customer Support - Northstar Technologies Inc.
(2013-07 - 2015-06)
Managed a portfolio of 50 private clubs across the Pacific region, serving as the primary point of contact for enterprise application support, customer success, and operational guidance.
- Built deep domain expertise across hospitality, golf operations, food & beverage, membership, finance, retail, and reservations by partnering with clubs to resolve operational challenges and optimize software adoption.
- Identified recurring customer pain points and enhancement opportunities, collaborating with Product and Engineering to improve the platform and enhance the customer experience.
