EXPERIENCE & RESUME
A career across the customer lifecycle.
Six stages across 16 years at T-Mobile and Amazon Prime, from customer systems and device programs through subscription packaging, billing, benefit use and renewal, to product and AI workflow development today. Each stage starts with the same question: what does the customer need to understand before deciding what to do next?
- 16 years
- at T-Mobile and Amazon Prime
- 26 countries
- served by the Prime lifecycle platform
- 130+ people
- in the cross-functional Prime organization
- 3 promotions
- to Senior PM, plus 3 interns converted to full-time
CAREER PATH
Six stages across one customer lifecycle.
The mechanisms changed with the lifecycle, from enterprise data to device economics, then pricing, billing, and lifecycle engagement. What stayed constant was the work itself: make the customer's situation understandable, then use that clarity to make the next decision easier.
Bring customer, billing, and device data into one view.
Senior Business Systems Analyst, Business Management Office
I worked as an internal product and business-analysis consultant across enterprise teams. I co-authored the PRD for QuikView, which unified customer, billing, and device data, and connected enterprise intake, requirements, and delivery so the work had a path into build.
SCOPE / Customer systems
Enterprise data across customer, billing, and device systems.
I co-authored the QuikView PRD and worked the requirements across the enterprise teams that supplied the data.
PROGRAM OUTCOME
- 8 to 10 secondsshorter average call length
- 16K+dealer-to-care calls removed per month
- Under 2 yearspayback on QuikView
QuikView program outcomes, measured across the customer, billing, and device data the program unified. The early equipment-installment work here led into the device-program role that follows.
Design the upgrade path across companies.
Senior Product Manager, Device Programs
I owned JUMP!, device financing, insurance, mobile security, product rules, and partner economics. I defined the API data contracts and business rules across enrollment, entitlements, device return, financing payoff, reset, and reconciliation, and engineering teams implemented the backend systems.
SCOPE / Device financing and protection
Roughly 60% attach, and device-program revenue that grew from about $800M to $1.3B inside a $5.2B annual equipment-installment ecosystem.
I owned product and partner economics for the device programs, including the vendor negotiations and RFPs that sat alongside the product redesign.
PROGRAM OUTCOME
- 11.3MJUMP! enrollees by Q2 2015
- 30%faster member upgrades, from nearly 20 months to 14
- About 20%lower device-program portfolio costs
Multi-year program outcomes from several teams. The revenue growth is device-program revenue, and the $5.2B figure is the annual equipment-installment ecosystem those programs operated inside.
Make the price on the ad the price on the bill.
Senior Product Manager, Postpaid Subscription Product
I led the pricing and packaging workstream through the 2016 launch and the January 2017 tax-inclusive rollout. I built the differentiated value propositions around the plan, including international roaming, Gogo in-flight connectivity, and JUMP!, translating partner economics into a customer promise someone could say in one sentence.
SCOPE / Pricing and packaging
Legal, accounting, finance, care, retail, billing, marketing, and customer delivery.
I led the workstream and the eight functions that had to agree before the price could be stated that way.
COMPANY RESULT
- 851Kbranded postpaid phone net adds, Q3 2016
- ~75%of new postpaid accounts activating on ONE by October 2016
T-Mobile reported the net adds and positive sequential ARPU, and named ONE as one of several primary growth drivers for the quarter alongside iPhone 7 and prepaid migrations. The net-add and adoption figures are company results the work contributed to.
One explanation of the charge, in every channel.
Senior Manager, Customer Engagement Product Management
I led a team of seven across product and data science and rebuilt Billing and Benefits around one explanation across web, app, paper, IVR, care, and retail. Once the bill could be trusted, the work made benefits visible: what a customer already had, whether it was activated, and how much of it they had used.
SCOPE / Billing and customer trust
Roughly 90M monthly authenticated interactions across web, app, paper, IVR, care, and retail.
I led product direction across digital billing, frontline explanations, and benefit discovery, and secured the partner adoption the work needed to hold across channels.
PROGRAM OUTCOME
- 43%fewer billing-related care calls
- +204%higher year-over-year one-time payment completion
- +76%higher recurring payment setup
- +23%higher customer lifetime value in the first 12 months
COHORT RESULTEarly fully transitioned Sprint-to-T-Mobile cohorts reached NPS 20 points above non-migrated customers.
PROGRAM MEASUREEquipment-installment charges and eligible promotions reached the bill together approximately 99% of the time.
These are Billing and Benefits program outcomes, measured across the whole program. One-time payment completion compares completed payments year over year; it is not a conversion rate.
Use member context to reach the next useful benefit.
Senior Manager, Prime Worldwide Engagement (L7 PMT)
I owned the global lifecycle engagement platform and built the PM team from one to five Senior PMTs. I led product direction and investment priorities for a 130+ person cross-functional organization serving 26 countries, with self-service targeting and experimentation that let country teams adapt an experience without a bespoke engineering build.
SCOPE / Benefit use and retention
A 200M+ paid-member ecosystem, more than 30M monthly benefit uses, and more than 1B impressions.
I owned the platform and led product direction and investment priorities across product, engineering, design, data science, and analytics.
PROGRAM RESULT
- +23%higher renewals across the broader lifecycle work
- +17%higher shopping activity across the same work
- 4 weeks to 4 hoursapproximate localized customer experience build time
Country teams owned the local commercial outcomes. Renewal and shopping are program-level results measured across the broader lifecycle work, and the 200M+ figure is the size of the paid-member ecosystem the platform served.
Prototype the workflow, then judge the output.
Product and AI workflow development
I build prototypes for small-business decision support, retrieval and caching, customer segmentation, writing quality, and job-search workflow automation, working in Claude Code, Codex, and ChatGPT.
SCOPE / Prototypes and AI workflows
Five prototype areas: small-business decision support, retrieval and caching, customer segmentation, writing quality, and job-search workflow automation.
I define the problem, build the prototype, and test the quality of the answers it produces.
PROTOTYPE SCOPE
This stage is prototypes and workflow development. Adoption, usage, and commercial outcomes are not part of it.
LEADERSHIP & CREDENTIALS
What I owned beyond the roadmap.
Product work moves when a team is in place, the functions that have to agree actually agree, and someone decides what matters most. Building those teams, aligning those functions, and presenting the tradeoffs to leadership was my job alongside the product work.
TEAM BUILDING
One to five Senior PMTs, and a team of seven.
Built the Prime PM team from one to five Senior PMTs. At T-Mobile I led a team of seven across product and data science, promoted three PMs to Senior PM, and converted three interns to full-time roles.
CROSS-FUNCTIONAL SCOPE
130+ people, 26 countries, eight functions.
Led product direction and investment priorities for a 130+ person cross-functional organization across product, engineering, design, data science, and analytics. For the T-Mobile ONE tax-inclusive rollout, aligned legal, accounting, finance, care, retail, billing, marketing, and customer delivery.
EXECUTIVE COMMUNICATION
John Legere, Mike Sievert, and 26-country VP teams.
Presented JUMP!, T-Mobile ONE, and subscription and device-program strategy to John Legere, Mike Sievert, and their VP teams. Presented Prime worldwide engagement results to country VPs across the 26-country organization.
EDUCATION
BA, International Studies, University of Washington, 2007.
Jackson School of International Studies.
RECOGNITION
Transformer Award and Best Wireless Billing.
Transformer Award, T-Mobile Digital Organization. Billing & Benefits: Best Wireless Billing, Mintel, 2019.
AREAS OF FOCUS
- PM team leadership
- Subscription monetization
- Lifecycle & retention
- Billing & payments
- Partner economics
- Product platforms