About Me
Technology Leader | Strategic Customer Solutions | Digital Transformation Expert
My Story
Client-obsessed strategist delivering holistic technology solutions for the future in a highly regulated industry. I share compelling vision and create alignment internally and externally, simplifying complex technical information and communicating easily with executives and senior leaders. Recent result: Aligned 22,000+ people and multiple departments through comprehensive strategy to streamline and improve end-to-end technology experience for captive sales force.
As a dynamic leader inspiring teams to deliver exceptional results, I build and grow high performing, engaged teams in person and remotely. I motivate others toward excellence, remove roadblocks and challenge individuals to break through perceived barriers. I'm a trusted cross-functional connector building productive, lasting relationships to address multifaceted problems, leveraging client empathy and data to influence teams and individuals to act.
On weekends, you'll find Brittany building and experimenting with new technologies, keeping her skills sharp and her understanding of emerging capabilities current. This hands-on experience proves invaluable when guiding organizations through their own transformation journeys.
When she's not revolutionizing customer experiences or mentoring rising tech talents, you'll find Brittany exploring nature trails, experimenting with new recipes, or brainstorming ways to amplify women's voices in tech. Her leadership philosophy: innovation thrives at the intersection of diverse perspectives and fearless execution.
What I Do
- Bridge technical and business worlds by translating complex technology solutions into clear business value, enabling effective communication between technical teams and executive stakeholders
- Lead large-scale technical and engineering programs, focusing on cloud architecture solutions and digital transformation initiatives that directly address business challenges
- Build and manage high-performing customer success teams, delivering exceptional service levels (95%+ satisfaction) and streamlining technology experiences for enterprise users
- Develop and execute strategic roadmaps by analyzing customer feedback, monitoring data, and support tickets to deliver impactful technology solutions that solve real business problems
- Partner with C-level executives and cross-functional teams to identify business challenges and architect innovative technical solutions while managing risk in regulated environments
- Champion diversity and inclusion initiatives, particularly through Women in Tech programs and mentorship
- Drive digital adoption and transformation across large organizations by aligning technology initiatives with business objectives
- Create and implement customer experience programs that integrate large teams to handle high-volume support needs (500,000+ tickets annually)
- Act as a strategic business-technology connector, using technical expertise to solve complex business challenges while maintaining focus on customer needs and business outcomes
- Manage significant budgets and resources ($25M+ in licensing costs, teams of 30+ people) while achieving operational excellence through technology-enabled solutions
Work History
Technology Leader & North America Experience-Based Acceleration Lead
Amazon Web Services (AWS)
November 2022 - Present
Led large-scale technical and engineering programs for Strategic Customers, overseeing cross-functional teams to drive innovation and business transformation for global enterprise customers.
Key Achievements:
- Architected and scaled Experience-Based Acceleration program achieving 300% growth, establishing a network of 100+ technical ambassadors who drove successful cloud adoption across 500+ enterprise accounts
- Leveraged AI to reduce customer intake time from 60 to 6 minutes and decreased implementation time by 50%
- Expanded the program through partner delivery by creating a certification program with financial incentive for 25 partners increase adoptions by 170+%
- Engaged with C-level executives and senior technical staff to understand complex business challenges and develop technology solutions leveraging cloud architecture
- Managed Agile delivery of projects across multiple teams, providing coaching and leadership to align activities towards defined objectives and key results
- Transformed legacy systems and processes through migrations to the cloud and modernization initiatives, reducing costs and accelerating business performance
Sr Director Technical Program Management
Northwestern Mutual
December 2021 - November 2022
Strategic visionary establishing customer success teams focused on strategic partnerships to enhance the end-user/customers experience, infrastructure project management and support for 300 sites and supporting our high-net-worth advisors. Leading teams impacting 26,000 customers, enterprise level projects, and delivering a 95+% percent customer satisfaction.
- Partners across the enterprise to lead with the customer focus from design to operationalized
- Supporting the top producing customers and providing them signature support of our technologies
- Managing licensing cost of $25 million annually
- Leading a diverse team of people leaders while achieving the highest employee and customer satisfaction
- Continue to mentor a group of women and allies through 6 months of activities as a leader for our inaugural Women in Tech (WIT) Squad designed to create more equity in leadership
Assistant Director Customer Success
Northwestern Mutual
2020 - December 2021
Strategic visionary establishing customer success team and strategic partnerships to reinvent the way technology solutions are delivered across 4,200+ person IT organization. Advance digital transformation internally and to 300 remote sites nationally.
- Developed 24-month roadmap and prioritized backlog incorporating 10k+ pieces of client feedback, monitoring data, and 150k+ support tickets
- Aligned disparate teams to champion work to improve users' experience including reducing time to receive new employee PCs (21 days down to 2 days)
- Improved most used application launch times and crash rate 75% to 99.99% (also reducing start up times from an average of 45 to 15 seconds)
- Implemented rapid COVID-19 response to convert largest in-person company event to virtual, establishing technology plan in under 3 months to enable 17k virtual attendees
- Facilitated and guided a group of women and allies through 6 months of activities as leader for inaugural Women in Tech (WIT) Squad
