Led enterprise onboarding, platform implementation, and customer lifecycle optimization across a $5B digital commerce ecosystem, improving adoption velocity, time-to-value, and post-launch customer engagement. * Designed and scaled onboarding and implementation frameworks across enterprise digital commerce platforms, reducing friction and improving time-to-value for internal and external users * Led cross-functional organization of 33 across Product, Engineering, Architecture, Data, and Operations supporting implementation, activation, and post-launch success * Owned enterprise rollout strategy for digital platforms, ensuring successful adoption across global stakeholders and business units * Built KPI frameworks tracking activation, adoption, engagement, and operational efficiency across onboarding and post-launch phases * Developed process optimization and workflow redesign initiatives that improved implementation consistency and reduced manual effort * Implemented AI-enabled automation across workflow systems to accelerate onboarding execution and reduce operational bottlenecks * Partnered with Engineering and Product teams to streamline system integrations and improve onboarding readiness across platforms and APIs * Established Voice of Customer (VoC) feedback loops to identify onboarding friction points and drive continuous improvement * Directed vendor selection and platform evaluation for onboarding-related systems including CRM, analytics, and workflow automation tools * Improved customer lifecycle transition from implementation to adoption through structured engagement and success frameworks
Managed onboarding and implementation of internal digital platforms supporting ecommerce workflows and enterprise systems * Improved onboarding efficiency through process redesign and workflow optimization initiatives * Partnered with Engineering on API integrations enabling smoother system setup and faster activation * Built KPI dashboards tracking activation, adoption, and early lifecycle performance
Customer Experience
University of Houston