Experience
Program Manager who takes ambiguous problems from idea to finished, adopted process, building the right team around each one rather than executing solo. Six years of cross-functional program work at Amazon, from escalation to VP-visible programs. Strongest at stakeholder trust, tactical execution, and influence without authority.
Content Strategist
Seattle, Washington
Launch content across Kindle, Print-on-Demand, and Audible (leveled as Program Manager II)
Owned launch content for Amazon Books releases, including promotional copy, webpage content, customer service scripts, and Go-To-Market documentation, coordinating timelines across product, marketing, and support teams.
Partnered with product managers and UX designers on every launch, and used Tableau dashboards and customer service data to anticipate customer needs.
Program Manager II, Content and Tooling PM
Seattle, Washington
Promoted into Program Manager II based on the tooling, process, and stakeholder partnerships built for the MARS team; began transition into the Amazon Books organization.
Process Improvement Lead (Program Specialist II)
Seattle, Washington
Originated the MARS Metrics Tracker, an Excel-based tool capturing every action on the team that fed WBR dashboards in Tableau; partnered with Business Intelligence Engineers on the build, decided what to track, maintained the reporting myself, and established the team's partnership with the Fraud-Abuse team.
Developed the Cold Prickly process into a recurring, VP-visible annual program: secured VP approval and worked with principal PMs and operations principals on affected-order lists and financial approval for gift-card remediation.
After a gift-card processing error, partnered with a BI Engineer to build an auto-parsing tool giving specialists real-time visibility into what had been processed.
Built an ongoing content management initiative in Asana, triaging requests biweekly with volunteer specialists, and owned a 600-request backlog tracked in pivot tables and Smartsheet.
Program Manager I
Seattle, Washington
First hire on a new team set up for mass recovery actions
In April 2020, became de facto owner of refunding cancelled live sports subscriptions at large scale, coordinating Product, Legal, Finance, engineering, and VP leaders; secured tool upgrades and sent daily success metrics until all refunds were processed.
Tested existing processes and grew the SOP library from 3 to about 20, prioritized by usage and impact; built the training curriculum, trained new hires, and migrated the knowledge base from SharePoint to wiki.
Took over the Cold Prickly project and served as the team's operational anchor through frequent manager changes.
Program Escalation Specialist
Seattle, Washington
Owned escalation reporting end to end: spotted negative trends in customer data, verified impact through testing, and built centralized updates for audiences from frontline associates to VPs.
Co-Founder / Administrator / Instructor
Boise, Idaho
Co-founded a part-time high school, growing it from 7 to 70+ students; recruited and trained teachers, wrote the 501(c)(3) governing documents, and taught rhetoric, government, and economics.
Adjunct Instructor
Boise, Idaho
Co-designed and taught University Foundations courses alongside two tenured professors; led weekly sections, graded 50+ students per semester, and lectured to a cohort of 250+.