Karla Leis: 15+ years Payment Industry experience focused on providing best in class service. Agile coach. Led multiple products using Agile framework; Product Lifecycle Management , develop, maintain, communicate and execute product roadmaps from EPICs. Created User stories, ranked, groomed and maintained the story backlog. Partnered with Scrum Master to Deliver and execute Sprint deliverables. . Works closely with cross-functional teams to deliver market-optimized strategies for mobile applications and products. Oversees strategic projects with a primary focus on the customer, includes spearheading strategic growth initiatives, product direction, and partner relationships. Execute direct authority over a team of product Owners, scrum masters and development team (product analyst and UI/UX experts).
Helped establish Agile Framework, principles and training for organizational conversion (usually from waterfall). Participate and Drive workshops to discuss, improve, explore new ways to approach and improve our work.
Expedia, Sr Manager of Global Payment Operations
February 2015 - Present, Bellevue, WA, US
Build and lead team.
*Establish, execute, communicate and document payment operations standards, processes and metrics (Kaban for intake requests)
*Integrate new Payment Products (Sprints)
*Continuously assess payment user experience
*Oversee resolution of payment issues
Total Merchant Services, Customer Experience Leader
September 2013 - February 2015, Woodland Hills, CA, US
Own all customer satisfaction metrics related to the launch of new products and in key areas like Activations of new payments customers and their ongoing service and support. Act as key member of the Operations leadership team and play a pivotal role in the organization helping us grow fast and smart. Build and develop a team to drive changes across operations and still meet the needs of the our key growth partners.
Mercury Payment Systems, Product Owner
November 2007 - September 2013, Durango, CO, US
Product Owner for New point of sale initiatives;