Resume

Summary

Experienced senior product leader with over 20 years of global experience leading high-performing teams to develop innovative products and services used daily by millions of gamers. Specializes in creating excellent customer and developer experiences for AAA titles, mobile gaming experiences, and gaming platforms. Is deeply passionate about creating influential and enjoyable products through continuous improvement, challenging the status quo, and a commitment to mentorship. Notable examples of accomplishments include:

1. Delivered highly successful launches of multiple AAA titles, captivating tens of millions of players; enhanced the SDK and reduced developer integrations by 50%, optimizing efficiency and accelerating launch timelines.

2. Established TRCs, increased adoption of APIs, and developed new products that resulted in a significant boost in platform revenue; one AAA title experienced doubled transactions and a 30% lift in daily DAU.

3. Implemented a KCS strategy, leveraging AI to automate contacts and gather comprehensive data on player-facing issues, resulting in a 9% increase in self-service and a 78% reduction in key contact drivers.

Expertise Global People Leadership, Product Management, AAA Game Publishing, Strategy Development, Customer & Developer Experience

Industries Gaming, Platform Tech, Ecommerce

Credentials 20+ Years of Global Leadership Experience with AAA Titles (12 launches including Call of Duty, WarZone World Of Warcraft, Diablo, Starcraft, Overwatch), Mobile Gaming XP (Diablo Immortal, Hearthstone, The Walking Dead Last Mile), and gaming platforms (including Sony’s Playstation, Blizzard’s Battle.net, + Meta’s Reality Labs)

Experience

PLAYSTATION

Senior Director of Product Management, Off-Console Experiences [2022-CURRENT] Led teams of product leaders to create and ship off-console experiences, including PC, Mobile, and Cloud.

META PLATFORMS

Head of Developer Partnerships - Gaming [2021-2022] Managed the intersection of content acquisition and product development at Reality Labs. Led teams of managers to successfully build and launch innovative products and services. Collaborated cross-functionally to define, negotiate, and close complex agreements encompassing product, distribution, marketing, brand, and technology with global gaming partners.

BLIZZARD ENTERTAINMENT [2011-2021]

Partner Success & Product Planning Director [2019-2021] Led and managed diverse teams of product managers, engineers, and producers across Blizzard Entertainment, NetEase, and Activision Publishing to incubate products and build solutions to deliver desired gaming experience. Successfully integrated AAA games onto the Battle.net platform and oversaw their operations and launch.

Senior Global Organizational Effectiveness Leader [2014-2019] Led the strategic direction of Customer Experience, overseeing Support Technologies, Knowledge and Content Management, and Social Media Service and Engagement. Implemented Voice of Customer (VoC) methodologies to inform and improve the product development lifecycle.

Global Development Leader [2011-2014] Drove initiatives across multiple internal departments ranging from Customer Service to Game Development, including Core Training, Talent Planning, Leadership Development, Employee Engagement, Performance Management, Culture, Goal Setting, and Change Management.

Awards

★ 2014 - 2017 Contact Centre & Shared Services Awards (CCMA) ★ 2015, 2017 Winner: Best Customer Service Delivery  ★ 2017 Winner: Best Use of Technology (KCS)  ★ 2014-2017 Winner: Best Training Program  ★ 2015, 2017 Highly Commended: Best Use of Social Media ★ 2015 Bronze Stevie Award   ★ Integrated Customer Service at Blizzard – Award for Sales & Customer Service ★ 2012 A|B Game Changer Award Led Talent & Culture Planning across AB.

Credentials