My Skills

 

  • Servant Leadership

  • Product Management

  • Agile Methodology

  • CRM Implementation

  • Process Improvement

  • Sales Enablement

  • ​Sales/Delivery/Service Operations

  • Improved the customer experience in scheduling test drives by removing barriers to entry and smoothing out systematic friction points for the customer. Decreased No Show Rate by 20%.
  • Worked with District and Store Managers as an internal consultant to improve their test drive strategy (ie. customer no show rate, conversion rate). 

Automotive and heavy-duty trucking military veteran with a relentless drive to improve customer experiences, with prior experience in software product management, sales operations, parts and service, marketing and crisis communications. 10 years of combined OEM experience at Mazda, Mack and Volvo Trucks, Tesla, Volkswagen Credit and Audi Finance.

Automotive and Transportation

Product Management Leader

COMMUNICATIONS MANAGER, PARTS SALES AND MARKETING

PROGRAM MANAGER, SALES AND DELIVERY OPERATIONS

SEPT 2012 - JAN 2014

JUNE 2011 - JAN 2012

SALES ENABLEMENT MANAGER, MACK TRUCKS BUSINESS DEVELOPMENT

VOLVO GROUP TRUCKS

PRODUCT MANAGER, CRM - MACK AND VOLVO TRUCKS

  • Product Owner of Mack’s Siebel CRM, worked cross-functionally with IT to give user feedback, test new enhancements, report bugs, and communicate business priorities
  • Decreased high inventory over three months by ~12% through running and implementing sales programs focused on promoting Extended Warranty coverage

SEPT 2020 - PRESENT

PRODUCT MANAGER, TESLA SCHEDULING SYSTEM

  • Managed three Product Managers with responsibility of the road map for three Tesla Internal Products – Scheduling / Sales Management Platform (CRM) / Tesla Real Estate Tool.
  • Grew the scheduling development team to 15 engineers as the product expanded in scope to include the creation of a routing algorithm for Mobile Service.

MAZDA NORTH AMERICAN OPERATIONS

REGIONAL OPERATIONS SPECIALIST, SALES AND FIXED OPERATIONS

  • Defined product vision and roadmap based on an understanding of user behavior, business direction and by utilizing data-driven decisions. 
  • Led full stack team of 6 engineers via weekly sprints to develop and implement enhancements for the ~60,000 users of Tesla’s Global Scheduling System.
  • Increased efficiency and streamlined product development into one cohesive system by decreasing from five siloed Product Managers to one.

My Experience

JAN 2014 - DEC 2017

Brittany Keith

Tesla, Inc.

STAFF PRODUCT MANAGER

JAN 2018 - SEPT 2020

  • Developed business cases for improvement of parts sales, customer service, and service retention based on MOM and YOY performance at the dealer and district levels
  • Utilized Excel and Business Objects for market share reporting including allocation of annual sales goals for each district
  • To improve customer service, established regular communication for the central parts warehouse which kept dealers apprised of delays in delivery. Managed crisis communications.
  • Created new communication channels by delivering 110 pieces of marcom collateral (blogs, articles, etc.) in 2014 to educate customers on the benefits of servicing their trucks at dealerships
  • Created the Enterprise CRM Strategy and leads the Salesforce product road map for Volkswagen, Audi and Ducati Credit North America. Practices SAFe Agile Methodology.
  • Manages team of three with responsibility over the Enterprise Salesforce CRM implementation and optimization of Marketing Cloud, Sales Cloud, Service Cloud, and C360. 

U.S. NAVY

ASSISTANT PUBLIC AFFAIRS OFFICER

Volkswagen credit Inc.

Manager, CRM Product and PErformance

  • Managed internal and external communications to the Schools Command (digital and print)
  • Supervised 2-3 enlisted airmen in daily operations of office
  • Co-product managed the internal development of the Siebel CRM utilized by Mack and Volvo Truck dealerships; enhancements focused on developing functionality and improving user experience.
  • Ensured engagement of pilot dealers testing each release by building relationships through in-person training, user feedback, and sharing CRM best practices.