18+ years at Koch, Inc and its affiliates/nonprofits
Product Owner, Legal and Compliance Service Delivery: Aug. 2024 – Feb. 2026
Owner and architect of an AI-enabled employee service operating model, leading co-design, workflow architecture, and experience orchestration for a global legal and compliance capability supporting the full employee request lifecycle. Exceeded adoption and value targets.
- Led future-state operating model and experience design, acting as the strategic advisor to senior leaders and operations/technical teams in translating business priorities and employee feedback into experience-centered workflow blueprints and roadmap decisions.
- Established experience and performance KPIs to guide continuous improvement, sustain momentum, and maintain stakeholder/leader/partner confidence.
- Led a cross-functional global team delivering intelligent routing, workflow automation, self-service, and cross-platform integration. Co-developed value narratives, maturity models, and adoption strategies with legal leadership to shape capability vision and prioritize work.
- Key Results: Multi‑million‑dollar recurring business value; 4.5/5 CSAT while scaling usage and adoption; reduced senior-leader engagement in standard requests ~80%.
Product Manager, Support Experience: July 2021 – Aug. 2024
Owned the strategy to unify enterprise support into a common “front door,” improving value capture across the ServiceNow ecosystem and elevating the experience for 120K+ employees.
- Built and led partnerships across HR Operations, HRIS, HR service center, IT support, and platform teams (including ServiceNow ESM and Genesys CCaaS) to orchestrate employee journeys across systems of record, systems of action, and experience layers, reducing silos and improving consistency across the employee lifecycle.
- Drove enterprise adoption of ServiceNow Employee Center Pro, consolidating fragmented portals into a single, scalable global workplace experience with 30K+ unique users/month.
- Advanced utilization of AI‑powered tools, self‑service adoption, and knowledge‑centered support practices to reduce employee effort and increase resolution speed.
- Led operating model refinement and change enablement across a highly matrixed organization through human-centered design, stakeholder alignment, data-driven engagement, and intentional change management.
- Key Results: Expanded multi-language support to 24x7 availability without adding agent headcount. Standardized global support operating models (IT/HR/etc.) with ServiceNow as the core platform. Presented learnings at international industry events.
Director, Technology & Innovation: May 2019 – July 2021
Led technology strategy and solution design initiatives across the organization (a Koch-supported educational non-profit), with a focus on support delivery modernization.
- Served as the consultative partner to executive leaders, presenting solution alternatives, integration strategies, and platform recommendations. Facilitated executive co-design sessions to align on future-state service models, integration strategies, and experience principles. Strengthened external partnerships and optimized technology risk posture.
- Key Results: Designed and implemented an omnichannel intake and case management solution, significantly improving staff support availability and operational scalability.
Early Career: IT Infrastructure and Modern Workplace Leadership: Dec. 2007 – May 2019
Led technical solution strategy, design, and delivery across legal, corporate security, M&A, infrastructure, cybersecurity, and enterprise productivity domains.
- Managed CTO and executive engagements on multiple strategic initiatives. Translated technical constraints into business‑aligned proposals for non‑technical stakeholders.
- Led a technical team, evolving them to become an enterprise solution sales/design group.
- Established the company’s first technology-focused organizational change management capability. Provided technical consulting for executive level IT strategy development and organizational restructures.
