• Leading and coaching global teams of up to 125 experts in the areas of operations research, user experience, backend, frontend, architecture, DevOps to successfully launch product modules.

• Pre-Sales, sales enablement and other engagements promoting or assisting our sales team during various global sales pursuits

• Analytical and quantitative modeling for data-driven decisions

• Product evangelist: product spokesperson and leader at global conferences (always happy to listen to our users and evangelize our product across Asia Pacific, Europe, Middle East, and North America)

• Continually prioritize development to meet customer requirements and continue superior leadership over market competitors

• Communicate product status, roadblocks, and release plans to key constituents across the organization and senior management

• Multi year budget projections, requests and tracking

• Product business model and value proposition canvassing

• Product branding, design, direction, positioning, pricing

• Creating product roadmap and vision

• Distribution channel and feature segmentation

Senior Manager, Network Operations Center (NOC) Optimization

Primary Responsibilities

March 2023 to Present

Responsible for driving innovation in the Optimization Applications and Services used by the NOC. Collaborates with the Director, NOC Optimization and Analysis and NOC Leadership, to define, execute, and deliver applications and services-based product roadmap that add the greatest value to NOC Internal and External Customers. Participate in developing the strategy and vision for the assigned product area and look after product roadmaps and features based on SWA and NOC operational strategy.

Principal, Product Manager

Primary Responsibilities

September 2019 to February 2023

Served as a fully dedicated contractor (contract to hire) for Southwest Airlines on behalf of Pinnacle Technical Group from Sep 2019 to Jan 2022

Responsible for understanding our internal customers, their job responsibilities, pain points, and system-wide enterprise initiatives. From the multiple sources of data, I transform the multiple demands into a backlog which is evaluated for inclusion in accordance with the product vision. Decision making is driven by a deep understanding of competitor advantages, market offerings, stakeholder interest and user data of existing (or projected) workflows.

Principal, Product Manager

Primary Responsibilities

November 2015 to September 2019

Responsible for introducing new products to market, growing existing products, ensuring mature market leadership and review if product harvesting is necessary. Annually created product spend requests in collaboration with a global leadership team to ensure we committed investment to the best suited spend ratios of core market expectations, functional innovation, maintenance, nonfunctional innovation, operations research and technical debt. Created business cases for multi-year budget request, tracked spend and accountable for product output in alignment with initial requests. Conducted user workshops, collaborated with external customers of both end users with their technology support teams, supported sales team with pre-sales, account review and many other customer engagements.

Senior, Business Analyst

Primary Responsibilities

January 2013 to November 2015

Responsible for partnering with customers to ensure contracted enterprise software is both adopted and implemented correctly, within scoped timeline while staying within allocated budgets. Primary individual within the company to be on site with customer key users, garner all requirements, document workflows for both direct and indirect users of the flight crew member (pilot and flight attendants) scheduling systems.

Manager, Technical Services

Primary Responsibilities

September 2011 to January 2013

Responsible for all software products developed, implemented, and selection process for entire flight crew member resource division. These tools assisted with long term planning, near term planning, training, qualification tracking, daily roster tracking and monthly pay systems. In addition, lead the design, test, and implement new software within the business unit.

Manager, Crew Scheduling

Primary Responsibilities

March 2008 to September 2011

Responsible for mission critical department which monitors the daily movement and scheduling of all crew members within the airline. Required to ensure department and all practices followed regulatory oversight from government and privatized bodies. Coached, lead and mentored an onsite team of 30 schedulers and supervisors who provided 24 hour a day, 365 day a year coverage to our control center. Partnered with technology teams to validate software implementations and upgrades. Lead the implementation of our primary crew product into ExpressJet Airlines following the corporate acquisition to help minimize labor costs from third party providers.

Project Manager, Flight Operations

Primary Responsibilities

June 2007 to March 2008

Responsible for maintaining the multi-year project and program backlog of upcoming software implementations or internal development. Documented the design, test, and implementation process of all software projects newly developed or implemented software.

Supervisor of Training, Crew Scheduler

Primary Responsibilities

August 2006 to June 2007

Responsible for creation, maintenance or removals of crew scheduling training programs. Training included programs for new schedulers, recurrent training or major procedural changes within the department. Methods included classroom based, on the job or 1on1 remedial training. In addition to training, I managed the process for all on-boarding of new employees or internal transfers into the department.

Lead, Crew Scheduler

Primary Responsibilities

May 2005 to August 2006

Coach, lead and oversee the daily operations of the crew scheduling department. Was the final call for shift related escalations among other department or individuals to ensure that crew member schedules complied with all regulations and scheduling procedures. Closely interacted with operation control center shift managers, crew member management or regulatory oversight visits.

Crew Scheduler

Primary Responsibilities

January 2003 to May 2005

Responsible for the daily monitoring of crew member schedules and operational flight schedule to ensure that flights are staffed in line with company objectives. Objectives measured were along the lines of metrics such as ensuring that the flight operated, left as scheduled, involuntary crew overtime minimized, and regulatory or collective bargaining agreements were not in violation.

Airport Tower Operations Supervisor

Primary Responsibilities

August 2000 to January 2003

Responsible for operational oversight of multiple departments and their contributions to the execution of each flight arrival, departure or on ground movement activities. Operational goals tracked towards station related impact on flight operation, on time arrival and scheduled departure time. Multiple levels of communication with various departments was necessary through computer messaging, radio (UHF), software monitoring and telephone.

Ramp Supervisor

Primary Responsibilities

March 2000 to August 2000

Led a team of ramp agents to ensure that ground operations were successfully contributing to flight schedule. Teams would ensure that aircraft were parked, passengers deplaned, luggage off loaded, ground equipment interacted properly, luggage loaded, aircraft services provisioned, cleaning conducted on aircraft, aircraft refueled, passengers boarded, and aircraft pushed back within the designated timelines. All tasks were completed within regulatory oversight along with company required documentation as needed.

Ramp Agent

Primary Responsibilities

November 1999 to March 2000

Responsible for assigned tasks for each day to ensure that aircraft were parked, passenger deplane, luggage off loaded, ground equipment interacted properly, luggage loaded, provisioning services aircraft, cleaning conducted on aircraft, aircraft refueled, passengers board, and push back aircraft within the designated timelines. All tasks were completed within regulatory oversight along with company required documentation as needed.

Ground Equipment Mechanic

Primary Responsibilities

July 1999 to November 1999

Responsible to monitor the status of ground equipment fleet of aircraft cooling / heating units, baggage carts, fleet vehicles, ground power units, pushback tugs and tow tractors. Performed scheduled and unscheduled repairs to all systems of vehicles or coordinated with specialist contractors as needed for designated repairs.