Featured Work

Case studies and projects that showcase my approach to product management in restaurant technology. From enterprise-scale deployments to team development programs, these examples demonstrate measurable results and strategic impact across operations, innovation, and organizational capability building.

Restaurant Prototypes

Developed working prototypes addressing critical restaurant challenges:

Smart Wing Pricing: Two algorithmic approaches to optimize pricing amid volatile commodity costs - Version 1 and Version 2

Tax Compliance: Multiple solutions for accurate restaurant tax calculation - Scanner V1 and Scanner V2

Combined domain expertise with modern development to create practical solutions that validate market need and technical feasibility.

PM Training & Certification Program

Developed and delivered comprehensive training program that brought 15 product managers to Pragmatic Level IV certification. Led strategic offsites for vision alignment and roadmap planning across multiple product teams.

Created frameworks that improved team performance and cross-functional collaboration. Designed curriculum covering market-driven discovery, competitive positioning, and go-to-market strategy execution.

Established measurable competency standards and certification pathways that became company-wide PM development model.

Support Desk Transformation

Transformed underperforming support operations delivering dramatic measurable improvements: ASA improved from 30+ minutes to under 30 seconds, MTTR reduced from 5+ weeks to 5 days, and eliminated 300+ day aged cases.

Redesigned processes, optimized team structure, and implemented performance tracking systems. Created escalation protocols and knowledge management frameworks that improved first-call resolution rates.

Delivered 99% improvement in customer satisfaction scores and established operational excellence model adopted company-wide.

Enterprise POS Implementation

Program managed large-scale POS deployments including the largest single-property MICROS implementation of its era—300+ workstations at premier hospitality venues. Coordinated cross-functional teams across operations, IT, and executive leadership.

Managed complex integrations, stakeholder alignment, and zero-downtime cutovers for mission-critical restaurant operations. Developed deployment methodologies and training programs that ensured successful adoption.

Established enterprise deployment standards and risk mitigation strategies that became template for future implementations.