Christina Santos
Henrico,Va
Summary
Experienced product management professional familiar with agile and scrum systems and how to effectively manage product development timelines. Effective at making important team decisions focused on moving products through planning, pre-production and production phases.
Overview
20
20
years of professional experience
Work History
Product Owner and Project Team Mgr
Capital One
Richmond, Va
01.2022 - Current
- Coordinated and managed requests through an evolving backlog, overseeing the project lifecycle (from build to delivery) to ensure high-quality execution, clear visibility, prompt issue resolution, and timely completion of card campaigns.
- Developed and implemented communication strategies across functional teams to ensure optimal engagement of associates and leadership.
- Collaborated with business leadership to understand complex challenges and actively contributed to solution development, balancing problem-solving with technology and resource constraints.
- Acted as the voice of operations, effectively representing their needs and challenges to multiple product teams and client stakeholders.
- Implemented Agile methodologies to enhance team productivity, streamline workflows, and maintain high product quality.
- Ensure strict compliance with privacy, regulatory, risk, and vendor standards, mitigating potential risks and maintaining operational integrity.
- Proactively anticipated upcoming changes, developing strategic plans to address potential challenges and opportunities.
- Managed over 100 million customer-facing actions related to card accounts, optimizing processes to enhance user experience and operational efficiency.
Data Analyst Team Lead
Capital One
Richmond, Va
01.2017 - 01.2022
- Led a team of ~10 data analysts, overseeing project assignments, day-to-day operations, capacity planning, and issue resolution.
- Deeply engaged in the analyst process, platforms, and tools, collaborating with stakeholders to drive feasible and effective solutions.
- Enhanced quality through robust controls and process improvements, reducing risk, redundancy, and level of effort (LOE) in campaign execution.
- Provided strategic oversight of all Mainstreet Card customer management campaigns, contributing to millions in revenue generation and cost savings.
- Managed the release of 200-300 campaigns annually, impacting over 40 million customers and driving measurable business impact.
Process Manager Card Marketing
Capital One
Richmond, Va
01.2014 - 01.2017
- Contributed to the most successful year in the Card Marketing division at Capital One, driving growth through process improvements and strategic problem-solving despite no increase in resources.
- Sole process manager for Acquisitions Marketing, identifying and implementing improvements to accelerate speed to market while optimizing resource utilization.
- Leveraged Six Sigma and Agile methodologies to pinpoint inefficiencies, present solutions to leadership, and drive process enhancements to completion.
- Led Mobile, Social, and Internet Marketing build-to-launch initiatives, ensuring seamless cross-functional collaboration and project execution.
- Designed and implemented user-driven Mobile testing solutions, introducing them to cross-functional teams and training users and leadership on their value and application.
- Proactively identified risks within products and processes, escalating issues with detailed insights and ensuring timely resolution.
- Served as a liaison between technology platforms and the Card Marketing team, providing subject matter expertise, facilitating two-way communication on potential impacts and risks, and supporting release launches.
- Agile Certified Scrum Master with over one year of experience utilizing VersionOne, executing Agile methodologies, and leading Agile ceremonies.
Senior Process Design Consultant
Celerity
Richmond, Va
01.2013 - 01.2014
- Managed all aspects of controls, including gap identification, documentation, solution development, test plan creation, validation, and exception reporting.
- Led training for triage teams and call center associates, ensuring alignment with control processes and maintaining comprehensive reporting on control health.
- Oversaw business process testing for partnership account conversions, coordinating efforts across testers, contact center agents, back-office teams, managers, and IT support.
- Served as Conversion Incident Lead, managing incidents from initiation to resolution, including ticket creation, escalation, testing, and final production deployment.
- Acted as a Subject Matter Expert (SME) for the newly developed call center user interface (GUI), providing support during conversion activities.
- Identified and escalated conversion risks, significantly reducing the number of incidents reaching production.
Process Design; Vice President
Bank of America
01.2006 - 01.2013
- Nominated in late 2011 as the Business Function's Continuous Process Improvement Consultant (CPIC), leading quality redesign initiatives across six business segments.
- Successfully drove project deliverables across multiple business functions through positive influence and cross-functional collaboration.
- Developed, maintained, and optimized performance management dashboards to monitor business health and drive data-informed decisions.
- Created detailed process maps, integrating relevant regulations, procedures, and control points for streamlined operations.
- Acted as a liaison between end-users and application developers, translating business needs into technical solutions.
- Managed all DMAIC phases of Business Process Management (BPM), including governance routines, metric definitions, control plans, data collection strategies, training matrices, and tollgate facilitation.
- Identified and escalated process and business risks, ensuring timely resolution and mitigation.
- Gained hands-on experience in image check processing and ATM/deposit processing rotations.
Education
Bachelor of Science (B.S.) - Business Management
Virginia Tech
Blacksburg, Va05.2002
Skills
- Program Management
- Project Management
- Process Improvement
- Product Ownership
- People Leadership
- Agile
- BPM
- Six Sigma
- Risk Management
- JIRA
- Workfront
- Lumen
- Product management
- Agile methodologies
- Cross-functional collaboration
- Backlog management
- Risk mitigation
- Process optimization
- Team leadership
- Release planning
- User acceptance testing
- Scrum expertise
Living the Values
- Richmond SPCA
- American Red Cross
- Active Church Volunteer
- FeedMore
- Habitat for Humanity build partner
Timeline
Product Owner and Project Team Mgr
Capital One
01.2022 - Current
Data Analyst Team Lead
Capital One
01.2017 - 01.2022
Process Manager Card Marketing
Capital One
01.2014 - 01.2017
Senior Process Design Consultant
Celerity
01.2013 - 01.2014
Process Design; Vice President
Bank of America
01.2006 - 01.2013
Bachelor of Science (B.S.) - Business Management
Virginia Tech