Digital Engagement Lead | CSPO
Denver, CO | email@example.com
Charles is a digital technology executive that successfully architects, directs and delivers business critical, digital enterprise solutions for high-profile brands in multiple verticals. He is highly skilled at developing strategies and product roadmaps that achieve critical business objectives by identifying and capitalizing on growth opportunities and delivering optimal solutions with best-in-class user experiences. He has executive leadership experience in defining strategy, building multidisciplinary teams and has expertise in e-commerce, responsive website development, mobile applications, interactive media, CRM strategy, and dynamic advertising campaigns. He has also liaised between executive and development teams, agencies and vendors; leading engagements for re-platforming, systems integration, data aggregation, user experience optimization and ensures visual design is on-brand. He is adept at leading multidisciplinary teams in complex environments by utilizing collaboration, transparency and a customer focused feature driven approach.
Verticals: Automotive, Entertainment, Gaming, Healthcare, Luxury Goods, Manufacturing, Retail, Travel & Hospitality
Client Roster: Activision, Caterpillar, CBS, Charter Communications, Dell, Discovery Channel, Disney, DTS, E! Online, Fox, Guthy Renker, Home Depot, Honda Financial Services, Infiniti, KCRW, lululemon, NBC Universal, NHL, Nissan, NPR, Qualcomm, Shane Co., Sony, TBN, Toshiba, Toyota, Vail Resorts, VSP/eyeconic, Warren Miller, and Warner Brothers.
Agency Experience: Mirum Agency (formally Digitaria), Possible Worldwide (formally Schematic, Enfatico), Saatchi & Saatchi,
Publicis Sapient (formally Level Studios, Rosetta, SapientNitro, SapientRazorfish), Slalom Consulting, Top Talent (Toptal)
Engagement lead on multiple eCommerce implementations on Java proprietary systems, Hybris Commerce Cloud and Demandware platforms.
Delivered enterprise multi-channel design and technology solutions for desktop and mobile devices for Disney, Infiniti, lululemon, NHL, VSP/Eyeconic, and Shane Co.
Successfully leveraged Agile, Waterfall, Rational and Hybrid Methodologies delivering hundreds of projects with diverse, global teams.
Defined and optimized process to facilitate budget planning, scoping, and estimating activities for $140M+ portfolio including sixteen lines of business and over 250 projects for Charter Communications.
Directed digital transformation and adoption of Agile within technology organization while defining requirements, designing, developing and implementing a Hybris Commerce Cloud solution.
Generated over $2.1M in revenue in business development roles.
Team Building and Leadership
Budget Management - $6M+
Feature Driven Design
Simplify the Complex
2019 - 2021
MBA Candidate: Global Business, Data, Analytics, Artificial Intelligence
Johns Hopkins University, Carey Business School, MD
Emphasis in data, analytics, artificial intelligence, automation and entrepreneurship.
2010 - 2013
Bachelor of Science, Business Management
Pepperdine University, Grazadio School of Business and Management, CA
Management Science with MBA classes in Advanced Finance and Economics. 3.76 GPA
1990 - 1992
Music Composition - Orchestration
California State University, Fullerton
Advanced coursework in Music Composition and Orchestration with Emphasis in Piano.
Executive and Engagement Leadership Experience
2018 - Present
Digital Engagement Lead (Freelance CONTRACT)
Toptal - Denver, CO
Toptal is an exclusive network of the top freelance software developers, designers, finance experts, product managers, and project managers in the world. Top companies hire Toptal freelancers for their most important projects because it prides itself on accepting only the top 3% of freelance contractors in their respective fields.
Caterpillar - Leading an innovation team developing products to support the global dealer sales channel.
Advertise Purple - Affiliate marketing firm, leading team to deliver a business information platform including ideation, design, development, and delivery.
ARS Type - European based typography startup, leading product and project management activities supporting site redesign and commerce.
2016 - 2018
Vice President, Digital Technology
Shane Co. - Denver, CO
Architected digital transformation implementing Hybris Commerce Cloud and adoption of Agile methodology within software development and QA teams. Defined and authored requirements/stories supporting dozens of product features and multiple payment services. Managed team in charge of legacy site during platform transition. Defined software development change management strategy and product roadmap definition in partnership with Marketing. Planned overall software development life cycle, product releases, team sizing (onshore/offshore), system requirements, performance monitoring and test automation strategy. Key decision maker on overall development process, change management, technology integration partners and KPIs. Member of governance committees controlling encrypted data ingestion on a Hadoop bid data platform, software and hardware security oversight, PCI and ADA compliance.
Championed delivery of $6M implementation of Hybris Commerce Cloud from inception to release, mitigating risk by refining requirements and leading technology integration with 30+ vendors.
Increased YoY KPIs in site traffic: 80%, online revenue: 126%, increase page speed: 14%.
Reduced time to market for continual site updates from several months to 3-weeks.
Transitioned IT’s role with Marketing, Finance and E-Store teams in making critical business decisions and driving consumer demand and revenue.
2015 - 2016
Consultant - Planning & Strategy, Delivery Leadership
Slalom Consulting - Denver, CO
Planned, strategized and delivered tools providing transparency and governance for 250+ software engineering projects. Defined and optimized process to lead 2017 budget planning, scoping, and estimating activities for the entire Charter product team portfolio including sixteen lines of business and 300+ projects.
Ideated and created system for $110M Engineering CapEx budget that effectively enabled one consultant to capture, manage, and report on 16 lines of business and 319 individual projects for Charter communications.
Deep data analysis, consolidating multiple accounts leading to Vail Resort’s elusive "golden record."
Executed "design sprint" methodology designed to understand, sketch, decide, prototype and validate a mobile application supporting real-time, consultant status updates.
2011 - 2015
Sr. Program Manager < Sr. project Manager
SapientNitro < Rosetta < Level Studios - Los Angeles, CA
Led thirty-six-member, global technology team delivering sixteen business critical projects for a $5M+ annual e-commerce account for Guthy Renker on a Demandware platform. Innovated and refined processes while strategically aligning team members; reducing time-to-market, increasing margin and team productivity. Identified and capitalized on client needs and business growth potential by understanding Guthy Renker business model, fostered agency/client relationship and emphasized the strategic value of a centralized delivery approach. Delivered content strategy, user experience and visual design for Quest Software's extensive product line while supporting dual-brand requirements with Dell during acquisition. Responsibilities included strategic team alignment, technical and creative delivery supporting business objectives, managed concurrent projects and teams. Accountable for margin, SOW creation, project planning, change management, forecasting, budget management, invoicing and risk mitigation.
Redefined processes and increased revenue by 25% while maintaining 100% on-time delivery.
Exceeded margin goals by 7% over target for two years resulting in $500K in increased profitability.
Successfully navigated and resolved discrepancies between creative and technology teams and protected margins delivering Eyeconic's responsive website on-time and on-budget.
Led the creative team responsible for redesigning the NHL GameCenter mobile application for iOS and Android tablets and phones. The final product won an APPY award in the Sports Category.
Directed diverse technology and creative team responsible for designing and delivering a cutting-edge 3D interactive television application on Qualcomm's Snapdragon Chipset. New technology development included facial recognition, live data feeds, and social media integration. Application was Qualcomm's premier sales application for the Snapdragon chipset into a new, global interactive television market. Read more about this project in the Bleeding Edge of Smart TVs.
2010 - 2011
Sr. Interactive Producer (Contract)
Saatchi & Saatchi - Torrance, CA
Managed projects from creative inception to delivery for various Toyota initiatives. Primary liaison between the Toyota and the agency, leading strategic initiatives by managing expectations with internal creative staff and multiple vendors supporting overall objectives. Responsibilities included RFP development, SOW creation, vendor selection and management, invoicing, project planning, internal resourcing, budgeting, change management, requirements mapping and risk mitigation.
Implemented agile methodology leading production team in successful delivery of UX and visual design supporting a $2M redesign and re-architecture of Toyota Owner's website.
Ideated and delivered dynamic, multivariant advertising engine supporting Toyota's complete vehicle line, backed by a $40M ad buy (the largest single ad-buy in 2011). System supported centralized, dynamic content management, negating the need to redistribute ads.
Facilitated ideation and development of 26 interactive banners for Toyota's “Ideas for Good” brand leadership campaign. Conversion rates exceeded project success metrics by 200%. Recognized in 2012 by Memeburn as one of the best worldwide social media campaigns.
2009 - 2010
Sr. Project Manager
The Designory - Long Beach, CA / Critical Mass - Calgary, AB CA
Managed creative and technology personnel supporting online activities for Nissan and Infiniti brands. Partnered with account and production teams providing strategic and tactical objectives for optimizing processes and defining best practices. Led team responsible for transferring digital agency capabilities from The Designory to Critical Mass.
Standardized and optimized cross-agency development procedures. Process applied to the release of the 2010 Infiniti G Sedan, Coupe and Convertible.
Quantified improvement increased agency efficiency and reduced project defects more than 500% from previous year. Client statement: “it was the best online product launch ever.”
Top 5 JD Power Manufacturer’s Website Study – most successful satisfying vehicle shoppers.
Met with Critical Mass leadership to define and implement a plan to transition all creative and technical procedures supporting vehicle product launches.
2008 - 2009
Sr. Program Manager
Possible Worldwide / Schematic - Los Angeles, CA
Supervise four direct reports with overall responsibility managing diverse, distributed teams of creative and technology personnel supporting activities Dell's Global Online division. Primary contact for client and staff supporting business process reengineering, issue resolution, risk mitigation, and change management processes.
Reduced creative staffing needs by 25% supporting the launch of 40+ new products each quarter.
Defined scope, resource needs, and budgets supporting ~25 projects each quarter.
Ideated and created a digital task management system that supported 450 requests per month from 200+ global stakeholders.
2006 - 2008
Production Manager / Sr. Program Manager
Digitaria / Mirum Agency
Ran Los Angeles office, managed project management team, fostered client relationships, led production, product requirements, and managed resourcing required to support all Los Angeles based clients including NBC Universal, CBS, FOX, NPR, KCRW, Ryland Homes, Miller-McCune, and Warner Brothers. Accountable for Los Angeles P&L, financial reporting, and client invoicing. Collaborated with President to define the initial AWS hosting and data storage models for the agency.
Generated $1.6M in new business and acquired two new clients.
Actively managed team of project managers responsible for $5M in annual revenue which included 17 active projects and 9 maintenance contracts.
Responsible for hiring and mentoring project management leadership team. My teams completed 44 projects of varying scope and complexity in final year with company.
Led RFP process for Fox Enterprise Content Management solution.
Directly managed and produced the NPR and KCRW media players, ticketing system for ArcLight Cinemas, redesign and re-architecture of the DTS website, Smallville interactive game for Warner Brothers and the Fox, CBS and NBC Universal media websites.
2005 - 2006
E! Online - Los Angeles, CA
Engagement Manager accountable for the overall quality, delivery, and execution of the re-architecture and redesign of the E! Online website and “The Vine” video player. Implementation included RFP preparation and ultimate selection of Day Communique enterprise content management solution (now Adobe Experience Manager). Responsible for internal and external engagement leadership while proactively managing vendors, partners, and executive stakeholders throughout the complete project lifecycle including requirements gathering, design, development, deployment and maintenance. Partnered with Editor in Chief and CTO to ensure their staff was operationally ready for final delivery and ongoing maintenance activities.
Facilitated executive stakeholder interviews, RFP, and scoping for enterprise content management solution.
Led the corporate communication and change management strategy to ensure organizational readiness.
Developed release strategy and product roadmap with development team and executive stakeholders.
2003 - 2005
Walt Disney Parks and Resorts Online - North Hollywood, CA
Sr. Producer Disney Managed overall project execution including scoping, budgeting, planning, and management of distributed, multi-functional development teams Walt Disney Parks and Resorts Online.
Lead producer for enterprise releases of DisneyCruiseLine.com, DisneyWorld.com, DisneylandMeetings.com, and commerce engines for Disneyland.com and DisneyCruiseLine.com.
Ideated and created budget and allocation models for $30M+ annual personnel budget. Effectively estimated resource needs for project management, creative and technology personnel for 250+ resources.
Directed teams and managed project budgets ranging from $500K to $2M.
Commerce engines generate $600M - $800M in annual revenue.
2001 - 2003
Sr. Project Manager
SSP/Litronic - Irvine, CA
Partnered with executive management, partners, and engineering to drive development of products and services for government (secret security clearance), entertainment, and financial services industries. Projects included secure communication system utilizing smart cards, PKI issuance, and PKI management systems for NSA/DOD, video-on-demand and gaming solutions for entertainment industry, alternative payment systems for Internet and Financial Services industries.
1999 - 2001
Sr. Project Manager
Homepage.com - Los Angeles, CA
Fourth employee with company in charge of the initial build-out of the HomePage.com products and services. Led teams responsible for integration of HomePage.com services with ICQ.com, Discovery.com, CinemaNow.com, PetSmart.com, Fox's Teen Choice Awards, Fox's American High and host of others. Trained and managed project managers in charge of client integration.
1998 - 1999
Geocities.com - Marina del Rey, CA
Managed multi-departmental development teams in the creation, publishing, and maintenance of support content for more than thirty programs and services. Key contributor to Customer Support Service’s AOP and business processes. Member of oversight committee determining support readiness of new programs and services.
1997 - 1998
Principal Consultant / Java Developer
Oracle - Redwood Shores, CA
Responsible for project management, resourcing, design, architecture, and development of custom web-based training applications in Java for Sun Microsystems. Developed and conducted worldwide technical training for Oracle’s Learning Server application.
Interactive Development and Java Experience
1996 - 1997
Lead Interactive Developer
Multicom Publishing - San Francisco, CA
Co-producer and lead programmer for award winning commercial CD-ROM title Wines of the World, Gold Edition. Lead Developer for industries first Multi-play DVD-ROM title Warren Miller's Ski World, in addition to Great Chefs, Great Cities, and Home Depot's Home Improvement 1-2-3. Developed reusable code library that significantly reduced development time and number of defects on multiple projects.
1994 - 1996
Freelance Contractor - San Francisco, CA
Produced commercial CD-ROM applications for several companies in the Bay Area including five multilingual medical education applications in the fields of Orthopedics, OB/GYN, and Primary Care. Produced, digitized, and edited video for shoots, including working with SAG to hire talent.
1993 - 1994
Avalanche Development - Boulder, CO
Lead programmer, using a proprietary AI based software package, developing a document conversion system that automates the creation of 100s of thousands of structured SGML documents based on 10K and 10Q ASCII documents.
1991 - 1993
Director of Production / Interactive Development
Jetu, Inc. - Newport Beach, CA
Developed 30 localized multimedia applications for Canon, Riso, and Toshiba. Constructed sophisticated algorithms for animation sequences using a basic-like animation program. Developed process to automatically ingest multiple language set files without reprogramming. Researched new software, developed prototypes, and eventually convinced the owner to transition the entire company to Macromedia Director. Hired and trained IT and animation staff. Developed and documented production process including use of code repository and backup standards.
2016 - 2018
Ten Thousand Villages - Denver, CO
Marketing committee chair for Ten Thousand Village, Denver. TTV is one of the world's largest fair trade organizations and a founding member of the World Fair-Trade Organization. The company strives to improve the livelihood of tens of thousands of disadvantaged artisans in 38 countries.
Team Building / Mentoring
Natural mentor for direct reports and resources within and outside of my organization. I am of the belief that conflict builds mature teams.
8 years of experience in JIRA/Agile project methodology, custom field definition, custom workflow definition, complex JQL, integration in-and-out of MS Excel for visual report generation, advanced administration skills.
Expert in Excel including complex financial models, JIRA Integration, automation, and macro scripting. Pixel Perfect Decks. Visio Expert. Documentation standards in Word.
Configured and setup project server supporting 400 resources including project allocation. Adept at creating visual product roadmaps that do not include Gantt views.
Former SGML/DTD expert transitioned to HTML in 1992. Have created (by hand) and managed several personal websites.
I have used several languages, but my programming skills are dated. I now leave development to the experts. Java, Lingo, Visual Basic, PHP, Perl.
Contracts / Writing
Highly analytical and have superior editorial skills creating RFPs, SOWs, Technical Specifications, Training Documentation, and Executive Communications.
PROJECT MANAGEMENT METHODOLOGY
Expert using agile, waterfall, and hybrid methodologies for new product/solution development, updates/re-platform of existing systems, and maintenance activities.
Expert in visualizing Jira data (custom dashboards) within Confluence. Developed taxonomies supporting product development and technical documentation.
Skilled in the soft science of challenging design and user experience teams leveraging industry best practices and 30 years of developing products with the customer's best interests in mind.
Adept at working with the business and SMEs on developing customer relationship strategies that drive revenue and KPI success with on-point communications and triggers at the appropriate time within the customer journey.
Ability to develop queries in complex schemas, e-commerce, transactional systems, CRM systems, and directlly in Jira.
Participated as member of governance committees controlling encrypted data ingestion on a Hadoop bid data platform, software and hardware security oversight, PCI and ADA compliance
Airtable - Admin
Asana - Admin
Basecamp - Admin
MS Project - Expert - Admin, Resource Allocation
Trello - Admin
Monitoring and Optimization
Deepcrawl - SEO Optimization
Google Development Tools - Optimization
Grafana - System Monitoring
Pingdom – Site Performance Monitoring
Rigor – Active Server Monitoring, Scripting, Optimization
SolarWinds – System Monitoring, Scripting
Sumo Logic – Software and Systems Logs - Application and Software Level (API Calls)
Software Development Support Systems
Confluence – Expert - Admin
MS DevOps – Advanced
Jira – Expert - Admin, ImpEx, Workflows
TestRail – Test Suites
API Integration - SOAP, REST, JSON
DataHub - SAP/Hybris
Google Data Layer
Google Tag Management
AddThis – Social Sharing
Adobe Scene7 – Image Manipulation and Hosting
Bazaarvoice – Product reviews
Certona – personalization
Criteo – Ad Retargeting
Curalate – User Generated Content (UGC)
CyberSource – Tokenization and Payment Services
DoubleClick – Ad Server
Experian – User Verification, Account Consolidation
Facebook – Auto Login, Data Feeds, Marketing Details
Google – Data Layer
Google – Tag Manager
Monetate – A/B testing, personalization
Service Objects – Address Validation
Signifyd – Fraud verification
SmarterHQ – multi-channel behavioral marketing platform
Shift4 – Payment Service
Tangiblee – Image manipulation, physical size
Twitter – Auto login, data feeds
Yottaa – Performance platform
Vertex – Tax calculation
Zoho SalesIQ – Live Chat
Analytics Platforms and VISUALIZATION
Adobe Analytics (Omniture Site Catalyst)
Google Analytics - Admin
Google Data Studio - Admin
Hadoop Data Cluster - Strategy and System Design
MS Excel - Expert - Macros, ImpEx, Pivot Tables, VB
MS PowerPort - Expert - Template Creation
MS Project - Expert - Admin, Resource Allocation, etc.
MS Visio - Advanced
MS Word - Expert - Macros, ImpEx, Template Creation
Adobe Experience Manager (Day Communique)
Sitecore - Admin
Various proprietary systems (Disney, Nissan/Infiniti)
ADA Compliance - Americans with Disabilities Act
GDPR Compliance - General Data Protection Regulation
PCI Compliance - Payment Card Industry Standards
PKI Compliance - Public Key Infrastructure - Authentication and Security
Computer Distributed Networks (CDN)
Akamai - Admin
CloudFlare - Admin
Adobe Photoshop – Visual design
Adobe Illustrator - Illustration
Adobe Premiere - Video Editing
Axure – User Experience and Rapid Prototyping
Graffana – User Experience
Digital Asset Management
Embassy - Security Hardware
Snapdragon - Qualcomm Mobile Chipset
SilverPop - Marketing Emails
Velocity - Transactional Emails
Hybris Commerce, Hybris Marketing
Java Proprietary Systems (Led SDLC for Disney Cruise Line Booking Engine, Disneyland Booking Engine)
Honors & Awards
APPY Award - Sports
NHL Game Center Live / SapientNitro (Formally Rosetta)
Led and managed the creative team responsible for User Experience and Visual Design of the NHL Game Center Live application. The application interface supports native interfaces on iPhone, Android, and Blackberry devices. The robust, real-time, data-heavy application won an Appy award for the Sports category in 2013.
JD Power Manufacturer Website Study - Top 5
Infiniti USA G-Line / The Designory
Sr. Project Manager facilitating communication and delivery with product owners, content strategy, creative and technology teams delivering what the client said was “the most successful product launch ever” for the Infiniti G-Line (Sedan, Convertible, and Coupe). Delivery included a redesign of the vehicle configurator, product specifications, and all new 3D images for G-Line vehicles. The JD Power semi-annual study awards websites that maintain focus on usability and accuracy, along with branding and design features that are the most successful in satisfying vehicle shoppers.
Webby Honoree - Tourism/Honoree
Disney Cruise Line / Walt Disney Parks and Resorts Online
Sr. Producer on Disney Cruise Line website re-branding, redesign and custom Java-based booking engine implementation in 2006. Extensive photography included all room types, multiple ship walk-throughs, interactive map, and all new content. An extremely robust booking engine handled all government regulated pre-board documentation, reservation support for all on/off-shore excursions, air travel, transportation to/from the airport to the ship or resorts for travelers booking land & sea vacations. The team magnificently earned the 2006 Webby Award Honoree Nomination.
Certified Scrum Product Owner (CSPO)
Agile Alliance - Denver, CO
An immersive hands-on training program design for Product Owners, teaching how to build products that customers love using Agile methods.
Employers Council - Denver, CO
4-day in-depth discussions and analysis with exercises that focus on interpersonal communications and self-evaluation to improve connections with individuals.
Center for Creative Leadership - Colorado Springs, CO
Two separate 2-day training sessions with C-suite and senior company executives with focus on team building, MBTI and self-evaluation, communication styles, case studies, and team-building activities.
Pepperdine University - Los Angeles, CA
MBA level course work with focus on macro principals that recognize triggers and impacts on GDP, interest rates, unemployment, housing start, inflation, demand pull and cost push models, etc.
Pepperdine University - Los Angeles, CA
MBA level course with focus on regression analysis, economic factors, stock influencers and evaluations, etc.
Organizational Behavior Seminar
Pepperdine University - Los Angeles, CA
3-day offsite with focus on self-evaluation, personality traits, MBTI evaluation, team dynamics and team building, and case study analysis.
Oracle Consultant Training
Oracle - Redwood Shores, CA
Participated in 2-week on-boarding with Oracle. Team building and change management training in preparation for onsite consulting with global clients.