Internal tools, CRM platforms, and the teams that build them.
Manager of Pega Platform Product · August 2026 – Present. Leading the team that owns Pega for a top-10 US credit union.
Lead four product managers and a project manager setting Pega platform strategy across the credit union. Currently covering director-level responsibilities during a leadership vacancy.
Building the team into the group the rest of the company relies on for Pega design, build, and change management, so that expertise is in place as Pega use grows.
Leading the Pega side of a merger: reviewing 335 workflows across two legacy systems, deciding which to keep, and planning the integrations around hours saved, load time, and system stability.
October 2023 – August 2026. Internal platforms and integrations across Fiserv, Mastercard, Alkami, Velera, and OSG.
Split up legacy APIs that served both the member-facing app and employee tools. Decided which capabilities were safe to expose to members (read-only account data) and which had to stay internal (account closures and other sensitive changes), then set the versioning and rollout order so employee tools could ship without putting member-facing systems at risk.
Led Simplification, a top priority the CEO spoke about regularly. Traced lost employee time to how the tools were built (manual handoffs, redundant approvals, missing integrations), then automated the handoffs, connected card processing and core banking directly, and simplified the screens reps work in. Delivered 51 features in 2025, matching the output of the rest of the PM department combined, and cut more than 9 million clicks and 27,000 hours a year from internal workflows.
Investigated why core internal APIs were slow (over-fetching, redundant calls, sequential requests, unoptimized database queries) and put the cost at roughly 20,000 hours of employee time a year. Built the business case, won leadership support, and led the fix, which became a top organizational priority.
Defined requirements for the APIs employees use to make changes on a member's behalf, such as closing accounts, issuing cards, handling disputes, resetting passwords and lockouts, and retrieving documents, across Fiserv, Alkami, Velera, Mastercard, and OSG. Coordinated delivery across onshore, offshore low-code, and vendor engineering teams. Security is layered: trusted-source IP allowlisting, token-based authentication, and rate limiting.
Owned product vision and delivery for an internal AI agent (Pega Knowledge Buddy) answering 1,000+ questions a day from customer service reps. Saves roughly 1,200 hours a year and got new reps up to speed faster. Built the business case, made the build-vs-buy recommendation, and worked through resistance from reps who worried AI would change their jobs.
Handled production incidents on call, in systems where an outage can mean a member can't get to their money.
Fintech operations, CRM and integration work, and customer-facing roles before product.