Experience Highlights

Selected results across business systems, delivery and vendors

Business Systems

I lead business systems implementations across entities and countries.

  • Lead Salesforce and Certinia ERP implementation across multiple US and Canadian entities, aligning business stakeholders, consultants and internal teams
  • Lead iCIMS applicant tracking and payroll integration work, including the launch of recruitment portals now in use
  • Delivered a custom learning management system for a network of 25,000+ insurance agents
  • Rolled out a B2B ordering platform used by 200+ partners, increasing the share of B2B sales placed online from 30% to 90%

AI in Production

I delivered an AI-powered customer support chatbot at TuGo Insurance.

  • Gave customers self-service answers without a phone queue
  • Helped reduce incoming call volume

Multi-Site Rollouts

I've led technology rollouts across many sites and client engagements.

  • Led the North American seasonal store technology program at lululemon, including technology readiness for 100+ new store openings annually
  • Led 50+ separate client implementations, including multi-site engagements, for brands including Marriott, Great Canadian Gaming and Gateway Casinos
  • Established delivery frameworks and KPIs, with implementation-team customer experience rated 4.8/5

People and Teams

I set clear goals, develop people, and give leadership one view of the work.

  • Manage two direct reports, an IT Program Manager and a Project Coordinator, with responsibility for goals, coaching, development plans, annual performance reviews and performance management
  • Earlier managed five direct reports across database administration, systems administration and IT support, with responsibility for recruitment, development and performance management
  • Designed and scaled the Monday.com platform for projects, business requests and system changes

Vendors and Spend

I help leadership make better technology investment decisions.

  • Renegotiated vendor contracts at lululemon and delivered recurring annual cost savings
  • Manage consultant delivery and vendor negotiations, evaluate performance and spend, and recommend improvements to the CTO

Building

I still build things myself, with AI-assisted development.

  • LandTheCall: an AI-assisted resume and cover-letter tailoring product, built end to end under Pinecode
  • Cochrane Archery Club (volunteer): new website and architecture, DigitalOcean hosting, Stripe payments and automated payment logging
  • Open-source tools on GitHub

Connect

Connect on LinkedIn GitHub About Me