From managing service leadersto managing digital products.

Twenty years in hospitality shaped how I think about product. Martha's Vineyard, Vail, then Exclusive Resorts since 2012: long enough to build a real instinct for what customers need, what they'll forgive, and what they'll never forget. I bring that to every prioritization decision I make.

At every job I've ever had, I've been the person who digs into how the systems actually work, and then becomes the one training everyone else on them. That instinct is what changed my trajectory.

In April 2022 I became the key Member Services stakeholder for our new Member Portal. The job description was "bring the member perspective." I went well past that. I trained the whole MS team on the new product. I created the feedback Slack channel still used today. Before I ever joined Engineering, I was already in Jira writing stories and troubleshooting inside our Auth0 authentication platform.

Exclusive Resorts created a Product role on the Engineering team specifically for me, because I'd already forged that path through the work and through the relationships I built with PMs, UX, developers, and the Head of Engineering. Twelve months later, I went from Junior PM to Product Manager and full owner of the Member Portal, a product I had worked on for four years. I now own the roadmap, the decisions, and the day-to-day. Along the way I earned six certifications in eighteen months, including AWS Certified Practitioner and Salesforce Platform Associate.

What I bring to product is unusual: I deeply understand our customers because I took their calls long before I wrote my first ticket, and I deeply understand our complex technical systems because I refused to treat them as a black box. That combination is what I optimize for.