Product Delivery Manager – Travel Experience & Commerce - BCD Travel
(2024-01)
Serve as the Subject Matter Expert for TripSource, BCD Travel's proprietary itinerary management and booking platform, collaborating closely with internal stakeholders to enhance user experience and product functionality.
- Managed and responded to user inquiries on TripSource via Salesforce Chatter, ensuring timely resolution and support.
- Created and maintained reports to track and analyze monthly TripSource user registration metrics, supporting data-driven decision-making and stakeholder visibility
- Delivered key product updates and roadmap details during Monthly Update Calls.
- Facilitated bi-weekly intake calls to manage enhancement requests, coordinate with Product Owners and gather steering committee feedback, aligning product development with user needs.
Product Manager - Infrastructure and Platforms - American Express Travel & Lifestyle Services
(2012-01 - 2023-12)
Worked closely with internal and external stakeholders to manage 3 critical business systems - Product Manager for Customer Profile, Customer Servicing Agent Demographics and Customer Emergency Travel Management.
- Developed a Global Profile API and successfully migrated 14 markets (EMEA and APAC). Improved Market Migration success rate by 10% on average YOY.
- Delivered 148 features in the first year by transitioning platform development from Waterfall to complete lean Agile model, accelerating time to market and increasing product innovation.
- Managed 3rd party relationship with Amadeus to support a Global Crisis Management system in 15 global markets. Responsible for Vendor KPIs, contract extensions, Post Logical Reviews and Vulnerability resolution.
- Streamlined access to Agent Point of Sale tool for 4000 global employees via One Agent TLS Demographic, powering mid office and back-office systems to generate ticketing, manage Voice of the Customer and employee recognition tools.
- People Leader for team of Analysts, with strong leadership experience creating Goals and OKRs to drive peak performance, creating leaders and managing employee satisfaction.
- Improved productivity by focusing on analyst training needs and providing feedback. Improved productivity by 11.07% in a single year.
