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.
