Monica Decker

AI product strategy and operations leader experienced turning complex technology, data and customer needs into scalable operating models and measurable outcomes. Lead platform strategy and Product Operations for enterprise SaaS serving 3,700+ users across 500 organizations. Build governance, prioritization, executive reporting and adoption programs that connect product investments to customer value, including an 11% utilization increase and 45.5% reduction in support demand.

Director, MLS & Platform Operations at Northwest Indiana REALTORS® Association (NIRA) (2023-05 – Present)

• Lead cross-functional AI product governance initiatives, converting emerging capabilities, customer risks and operational requirements into policies, implementation guidance, training and executive recommendations.
• Built executive dashboards connecting product adoption, support demand, customer experience, operational risk and strategic initiatives to measurable organizational outcomes.
• Lead Product Operations for a mission-critical enterprise SaaS platform serving 3,700+ users across 500+ organizations, driving platform performance, strategic execution and measurable customer outcomes.
• Partner with executives, technology vendors and customer-facing teams to evaluate product investments, clarify strategic tradeoffs and drive value realization after launch.
• Leverage customer feedback, usage analytics, and operational KPIs to identify adoption barriers, improve user experience, and reduce platform support requests by 45.5% within four months.
• Designed and executed customer adoption strategies that increased active platform utilization by 11% through targeted education, micro-learning and workflow optimization.
• Structured ambiguous platform and customer challenges into prioritized initiatives, implementation plans, ownership models and success metrics.
• Collaborated with technology vendors to influence product direction, prioritize enhancements and align platform capabilities with evolving market demands and strategic business objectives.

VP, Agent Development at Coldwell Banker Realty (2021-06 – 2023-03)

• Led digital transformation of onboarding, coaching and technology enablement for 100+ agents across three offices, improving operational consistency and accelerating productivity.
• Partnered with brokerage leadership to modernize agent development strategies, implement scalable workflows and improve organizational performance.

Director of Marketing & Technology at McColly Real Estate (2005-04 – 2021-06)

Led marketing, technology and digital growth strategy for one of Northwest Indiana's largest independent real estate brokerages, supporting 475 agents across 21 offices and more than $800 million in annual sales volume. Directed digital marketing, CRM strategy, lead generation, vendor partnerships and enterprise technology initiatives that improved agent productivity, accelerated product adoption and drove brokerage growth.

• Directed brand strategy, digital marketing, lead generation and technology initiatives supporting 475 agents across 21 offices, improving customer acquisition, agent productivity and brokerage growth.
• Centralized CRM, lead management and marketing platforms supporting an $802 million brokerage, contributing to a 23.9% increase in annual sales volume through improved digital marketing, lead generation and business performance.
• Directed go-to-market strategy and enterprise-wide product launches, achieving 100% adoption of new transaction management platforms through strategic communications, change management and customer enablement.
• Developed product positioning, messaging and launch strategies that increased agent engagement, accelerated product adoption and strengthened competitive differentiation.
• Collaborated with technology vendors to influence product direction, prioritize enhancements and align platform capabilities with evolving customer and business needs.
• Directed the digital transformation of marketing and technology infrastructure for a 21-office, 475-agent organization, consolidating fragmented systems into a unified digital ecosystem that improved operational efficiency and scalability.

Associate degree in Graphic Design (Advertising)