Kimberly Kusumoto

Technology Director

Report to the Facilities Services CTO and provide strategic leadership for a product-led technology portfolio supporting the Integrated Facilities Management (IFM) business. Lead enterprise application development, cloud data engineering, analytics, and digital transformation initiatives that align technology investments with business strategy and deliver measurable operational value.

Key Responsibilities

• Lead the strategy, delivery, and execution of a product-led technology portfolio aligned with the Facilities Services strategic roadmap.
• Direct application development, cloud data engineering, analytics, and systems integration teams in delivering scalable enterprise solutions that improve operational performance and customer experience.
• Partner with executive leadership, product, engineering, operations, and business stakeholders to define technology strategy, prioritize investments, and align technology initiatives with organizational objectives.
• Develop and execute enterprise technology roadmaps, driving digital transformation, application modernization, cloud adoption, and data-driven decision-making.
• Provide strategic leadership for cloud architecture, enterprise data strategy, solution architecture, AI-enabled products, and technology modernization initiatives.
• Lead the design, development, and governance of a modern cloud data platform supporting advanced analytics, automation, AI-powered insights, and enterprise reporting.
• Drive Agile and Scrum software delivery practices while establishing modern engineering standards including DevOps, CI/CD, API-first integration, and cloud-native application development.
• Lead enterprise systems integration initiatives, enabling seamless connectivity across SaaS applications, internal platforms, and enterprise data sources.
• Partner with cybersecurity and enterprise architecture teams to ensure technology solutions meet security, compliance, governance, and enterprise architecture standards.
• Build trusted relationships with executive leaders, business stakeholders, clients, and strategic vendors to deliver innovative technology solutions that accelerate business outcomes.
• Oversee strategic vendor relationships, contract performance, technology delivery, and resource planning to maximize value, quality, and operational efficiency.
• Drive organizational change management, user adoption, and continuous improvement through effective stakeholder engagement, communication, and technology enablement.
• Mentor and develop high-performing technology teams while fostering a culture of innovation, accountability, collaboration, and continuous learning.

Selected Accomplishments

• Spearheaded the implementation of the enterprise Snowflake data warehouse, creating a scalable cloud data platform that enabled centralized reporting, analytics, and AI-ready data capabilities.
• Led the design and development of 500+ enterprise data objects, including data models, views, and pipelines supporting enterprise reporting and business intelligence.
• Built a modern cloud data platform that ingests approximately 90% of operational business data, providing a trusted enterprise foundation for analytics, automation, and AI initiatives.
• Directed the architecture and delivery of a secure client-facing and internal metadata portal built with React and Spring Security, improving data accessibility, governance, and user experience.
• Led the implementation of enterprise Single Sign-On (SSO), strengthening security while delivering seamless authentication for employees and external clients.
• Directed the integration of enterprise SaaS applications and internal platforms using API-based integrations, improving business process automation and data connectivity across the technology ecosystem.
• Leveraged user analytics and adoption metrics to guide product enhancements, improve user engagement, and maximize the business value of digital products.
• Established modern engineering practices including Agile, Scrum, DevOps, CI/CD, and API-first development, accelerating software delivery and improving product quality.

Technology Product Manager

Led the strategy, development, and delivery of a cloud-based web and mobile product supporting the Facilities Services business, partnering with business and technology leaders to deliver innovative digital solutions that improved operational efficiency, increased revenue opportunities, and enhanced the user experience.

Key Responsibilities

• Led the end-to-end product lifecycle for a cloud-based web and mobile platform, from product strategy and roadmap development through delivery, release, and continuous improvement.
• Partnered with the Line of Business CTO, Product Owner, and executive stakeholders to define product vision, establish OKRs, and prioritize initiatives aligned with strategic business objectives.
• Managed the product roadmap, backlog, and release planning, ensuring features delivered measurable business value and addressed evolving customer needs.
• Collaborated directly with customers and end users to conduct user research, gather feedback, validate product concepts, and drive user-centered product design.
• Led cross-functional software development teams using Agile and Scrum methodologies to deliver secure, scalable, high-quality digital products on time and within budget.
• Championed user-centered design, Lean Startup principles, and Agile best practices while coaching business stakeholders and development teams to improve collaboration and product delivery.
• Directed cloud-native application development and DevOps practices, improving release efficiency, software quality, and development velocity.
• Implemented product analytics and user adoption reporting to measure feature utilization, analyze customer behavior, and prioritize future product enhancements.
• Managed development resources, project budgets, and delivery timelines while balancing business priorities, technical requirements, and organizational goals.
• Collaborated with engineering, UX, infrastructure, security, and business teams to deliver secure, scalable, and customer-focused technology solutions.

Selected Accomplishments

• Led the design and delivery of the organization's first cloud-native web and mobile application, establishing a modern technology foundation that accelerated digital transformation and set a new standard for enterprise application development.
• Successfully delivered a cloud-based digital platform that enabled Facilities Operations managers to improve operational efficiency, increase revenue opportunities, and enhance customer engagement.
• Established the product roadmap, Agile delivery framework, and backlog management processes that improved collaboration between business and technology teams and increased delivery predictability.
• Introduced product analytics and user adoption metrics that enabled data-driven product decisions, improved feature prioritization, and enhanced the overall customer experience.
• Championed DevOps, Agile, Lean Startup, and user-centered design practices, improving development efficiency, product quality, and cross-functional collaboration.
• Built trusted partnerships with business leaders, Product Owners, executive stakeholders, and end users to ensure technology investments aligned with strategic objectives and delivered measurable business value.

Senior Scrum Master / Scrum Coach – SAFe Practitioner

Enterprise Data Analytics Delivery Lead

Served as a Senior Scrum Master, Agile Coach, and Technical Delivery Lead for enterprise data analytics initiatives supporting a premier pharmaceutical wholesale organization. Led Agile transformation and delivery efforts across data engineering teams building business intelligence applications, predictive analytics capabilities, machine learning solutions, and data visualization platforms to deliver actionable insights for business stakeholders.

Key Responsibilities

• Served as Scrum Master and Agile Coach for four data engineering teams, guiding teams in Agile, Scrum, and SAFe practices to improve delivery effectiveness, team maturity, and continuous improvement.
• Coached engineering and product teams in Scrum principles, self-organization, transparency, collaboration, and value-driven delivery to maximize customer outcomes.
• Led enterprise data analytics delivery initiatives, including data modeling, predictive analytics, machine learning integration, and business intelligence application development.
• Served as Technical Delivery Manager and Scrum Master for a data analytics product team responsible for developing integrated pricing analytics and price execution workflow solutions.
• Partnered with executive sponsors, business leaders, product owners, and technology teams to define priorities, deliver strategic data insights, and align technology solutions with business objectives.
• Facilitated Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, retrospectives, backlog refinement, and Agile health assessments.
• Guided technical teams through all phases of delivery, including data design, development, testing, defect resolution, deployment planning, production cutover, and release management.
• Built strong relationships with enterprise stakeholders and business groups by understanding business drivers, organizational objectives, and customer needs.
• Promoted Agile best practices, continuous improvement, and Lean delivery principles across technology and business teams.

Selected Accomplishments

• Joined a newly established strategic business group and successfully launched a high-visibility enterprise data and analytics initiative by establishing development environments, creating resource plans and budgets, forming Agile teams, defining the product backlog, and initiating delivery within weeks.
• Established and led Scrum teams responsible for industrializing MVP business intelligence applications, successfully transitioning prototypes into scalable enterprise solutions that improved business adoption and delivered measurable value.
• Integrated predictive analytics, machine learning capabilities, and data visualization solutions into enterprise BI applications, enabling business users to make more informed, data-driven decisions.
• Led an enterprise PMO continuous improvement initiative focused on improving lessons learned practices and Agile "Inspect and Adapt" processes.
• Empowered Scrum Masters, Project Managers, and delivery teams to create a standardized project delivery guide incorporating Agile best practices, improving alignment between business stakeholders and technology teams.

Technical Team Lead / Scrum Master – SAFe Practitioner

Served as Technical Team Lead and Scrum Master for two global software development Scrum teams, supporting the organization's transition to the Scaled Agile Framework (SAFe). Acted as a servant leader and Agile coach, enabling empowered, self-organizing teams to deliver high-quality software solutions through continuous improvement, collaboration, and Agile engineering practices.

Key Responsibilities

• Led Agile delivery for two global software development teams, facilitating Scrum practices, sprint execution, backlog refinement, release planning, and continuous improvement activities.
• Guided teams through the adoption of SAFe principles, helping transition from traditional delivery practices to an Agile mindset focused on collaboration, transparency, accountability, and value delivery.
• Partnered with Scrum Masters, Release Train Engineers (RTEs), Product Owners, Product Management, Architects, QA leaders, and shared services teams to coordinate delivery across the Agile Release Train (ART).
• Removed delivery impediments, managed cross-team dependencies, escalated risks, and facilitated effective communication to improve execution and delivery outcomes.
• Coached teams toward self-management and accountability by fostering a culture of trust, empowerment, problem-solving, and continuous learning.
• Supported Product Owners in backlog management, user story refinement, feature alignment, prioritization, and preparation for Sprint and Program Increment (PI) planning.
• Facilitated collaboration with architects, QA leaders, and engineering teams to improve technical practices, testing strategies, automation, and software quality.
• Promoted SAFe engineering practices including Agile architecture, continuous integration, test-first development, refactoring, pair programming, and collective code ownership.
• Participated in Scrum of Scrums, ART planning events, system demos, retrospectives, and Communities of Practice to drive organizational Agile maturity.
• Acted as a change agent, helping teams embrace servant leadership, Agile principles, and a culture of continuous improvement.

Selected Accomplishments

• Transformed software teams into high-performing Agile teams by coaching adoption of Agile principles, inspect-and-adapt practices, and continuous improvement methods, resulting in increased team velocity and predictable delivery.
• Guided teams through the successful design, development, and testing of a high-performance streaming document loader service, delivering functionality within four two-week sprints with no production issues.
• Removed technical and organizational impediments that enabled teams to successfully deliver complex Elasticsearch functionality and implement Kafka messaging capabilities, providing near real-time search results within a single Program Increment (PI).
• Improved team collaboration and employee engagement through effective communication, Agile coaching, training, and development support.
• Established stronger alignment between business objectivers to improve delivery outcomes.

Agile Scrum Master / Technical Delivery Lead – B2B Commerce & Analytics

Served as an Agile servant leader and Scrum Master for B2B commerce account and analytics development teams, leading Agile delivery practices and enabling high-performing teams to deliver customer-focused digital solutions. Partnered with development teams, product owners, and business stakeholders to drive successful delivery of eCommerce platforms, analytics capabilities, and operational technology initiatives.

Key Responsibilities

• Led Agile delivery for B2B commerce and analytics Scrum teams, facilitating Sprint Planning, Program Increment (PI) planning, daily stand-ups, backlog refinement, sprint demonstrations, and retrospectives.
• Ensured teams embraced Agile principles, Scrum values, and continuous improvement practices to increase delivery effectiveness and business value.
• Coached development teams on Agile best practices, user story refinement, estimation, prioritization, and effective collaboration with Product Owners.
• Removed impediments, protected teams from external distractions, and enabled teams to achieve Sprint commitments and incremental release objectives.
• Directed and coordinated development, delivery, and operational support activities for B2B eCommerce platforms and business applications.
• Partnered with Product Owners, business stakeholders, and technology teams to align priorities, manage delivery expectations, and achieve project goals.
• Mentored, guided, and motivated development teams to improve collaboration, accountability, quality, and overall team performance.
• Facilitated retrospectives and inspect-and-adapt practices to identify improvement opportunities and implement sustainable process enhancements.

Selected Accomplishments

• Coached teams on effective user story refinement practices, improving backlog readiness, team alignment, and Sprint execution.
• Established continuous improvement practices through Sprint retrospectives and Agile coaching, increasing team velocity, delivery predictability, and quality of deliverables.
• Improved collaboration between business stakeholders, Product Owners, and engineering teams, strengthening alignment between business priorities and technology execution.
• Enabled Scrum teams to become more self-organizing and accountable by fostering a culture of transparency, trust, and continuous improvement.

Agile Scrum Master / Agile Leader

Served as an Agile Scrum Master and delivery leader supporting multiple Scrum and Kanban software development and Business Intelligence (BI) data teams. Enabled high-performing, self-organizing teams by coaching Agile practices, improving delivery processes, and fostering a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities

• Led Agile delivery practices across multiple Scrum and Kanban development and BI data teams, facilitating Release Planning, Sprint Planning, daily stand-ups, sprint reviews, demonstrations, retrospectives, and continuous improvement activities.
• Coached teams on Agile principles, Scrum values, and Lean practices to improve team maturity, delivery predictability, and business value realization.
• Removed delivery impediments, managed risks, and protected teams from external distractions to maintain focus on Sprint commitments and organizational priorities.
• Guided teams toward self-management and accountability by coaching members to own commitments, improve collaboration, and continuously enhance performance.
• Designed, documented, and managed Software Development Lifecycle (SDLC) processes and Agile delivery standards across the organization.
• Partnered with senior leaders, Product Management, and Client Success teams to support product portfolio planning, roadmap development, and strategic technology investments.
• Collaborated with business and technology leaders to identify opportunities for process improvement and recommend investments needed to achieve strategic business objectives.
• Supported cross-functional alignment between product, engineering, and business teams to ensure successful delivery of technology solutions.

Selected Accomplishments

• Mentored development teams in Agile estimation techniques, including Fibonacci-based story point estimation, improving planning accuracy and team alignment.
• Coached teams on Agile engineering practices, including continuous integration, technical debt reduction, and process improvements, resulting in increased delivery velocity and improved software quality.
• Guided teams in becoming more self-directed and accountable, strengthening ownership, collaboration, and overall team performance.
• Improved Agile maturity across teams by establishing consistent Scrum practices, fostering continuous improvement, and promoting a culture of transparency and accountability.

Program Manager / Client Delivery Manager – SaaS Solutions
Key Responsibilities

Led the delivery of multiple complex, concurrent SaaS solutions for the insurance and financial services industry, managing enterprise software implementations that enabled straight-through processing and improved business operations. Served as Program Manager, Scrum Master, and client relationship leader, partnering with customers, development teams, and executive stakeholders to deliver business-critical technology solutions.

• Managed multiple enterprise SaaS implementation projects, overseeing delivery strategy, project execution, budgets, resource planning, capacity management, and customer commitments.
• Served as Scrum Master and Scrum of Scrums facilitator for multiple software development teams, enabling Agile delivery practices and improving team collaboration and execution.
• Led and mentored Scrum teams through the development and delivery of enterprise online products, ensuring alignment with customer objectives, business value, and delivery milestones.

Selected Accomplishments

• Coached teams on Agile methodologies, Scrum practices, estimation, backlog management, sprint planning, release planning, demos, retrospectives, and continuous improvement.
• Managed client relationships by establishing trust, setting expectations, facilitating strategic discussions, and identifying opportunities for business expansion and account growth.
• Partnered with customers and executive stakeholders to understand business objectives, participate in strategic planning discussions, and align technology solutions with business needs.
• Managed program financials, including budgets, resource/capacity planning, forecasting, and development of Statements of Work (SOWs).
• Tracked team velocity, sprint progress, delivery risks, and project status while providing transparent communication to clients and internal leadership.
• Collaborated with Product Owners and business stakeholders on product backlog refinement, user story definition, prioritization, estimation, and delivery commitments.
• Drove best practice initiatives across delivery teams to improve Agile maturity, software quality, and customer satisfaction.
• Coached software development teams in Agile adoption, Scrum best practices, and JIRA implementation, improving transparency, collaboration, and delivery effectiveness.
• Consistently delivered monthly software releases on schedule and within budget while exceeding customer expectations for quality and business outcomes.
• Transformed a challenged software delivery program by coaching development teams, improving Agile practices, accelerating team velocity, and restoring customer confidence.
• Strengthened client relationships and contributed to business growth through effective communication, delivery excellence, and identification of expansion opportunities.
• Improved team predictability and delivery performance through enhanced backlog management, estimation practices, and continuous improvement initiatives.

Scrum Master / Technical Project Manager

Led technology product delivery initiatives by partnering with Product teams, senior leadership, business stakeholders, and IT teams to define technical approaches, manage execution, and deliver customer-focused solutions on time and within budget. Managed complex technology projects spanning web and mobile development, analytics, reporting, data integration, vendor solutions, and enterprise system enhancements.

Key Responsibilities

• Managed end-to-end technology projects across the Software Development Lifecycle (SDLC), including requirements gathering, solution design, development, testing, deployment, and production support.
• Served as Scrum Master for Agile development teams, facilitating Sprint Planning, Release Planning, daily stand-ups, sprint reviews, retrospectives, demos, and backlog refinement sessions.
• Partnered with Product Managers, senior leadership, clients, and stakeholders to define priorities, manage risks, resolve issues, and ensure successful delivery of business objectives.
• Coordinated cross-functional IT teams, including development, database, infrastructure, vendors, and business teams, to deliver technology solutions aligned with product strategy.
• Managed technology integrations, including acquired company systems, third-party applications, APIs, data exchanges, and enterprise platforms.
• Led web and mobile application development initiatives, including product enhancements, operational improvements, and customer-facing solutions.
• Managed technology vendor relationships, including vendor evaluations, contract discussions, delivery oversight, issue resolution, and performance management to maximize value and mitigate risk.
• Supported analytics, business reporting, data warehouse, and data cube development initiatives to improve business insights and decision-making.
• Worked directly with clients to define custom product enhancements, reporting requirements, and technology solutions that addressed business needs.
• Managed project resources, schedules, budgets, dependencies, and delivery commitments while maintaining transparency with stakeholders.
• Tracked team velocity, sprint progress, delivery risks, and project status to ensure alignment with business expectations.

Selected Accomplishments

• Delivered the Health Cost Estimator Plus native mobile application one week ahead of schedule and within budget by leveraging Agile Scrum practices, effective vendor management, and strong cross-functional collaboration.
• Reduced costs and mitigated financial risk by successfully managing vendor contract issues and driving resolution with external technology partners.
• Partnered with database teams to define and document third-party data extracts, data load standards, and integration guidelines, improving deployment consistency and operational readiness.
• Managed the development and integration of enterprise data warehouse and data cube solutions to support analytics and business reporting capabilities.
• Procured and managed implementation of a third-party scheduling solution, including API integration with the Member website to improve operational efficiency and user experience.
• Led vendor selection and technology integration for a third-party chat solution supporting business operations and customer engagement.
• Managed content strategy and delivery for an internal Business Continuity Site using Sitecore, improving organizational access to critical operational information.

Technical Manager – Health Science eProduct Development

Key Responsibilities

Led enterprise technology delivery for Health Science digital products, accountable for the strategy, execution, and successful delivery of web, eCommerce, mobile, content publishing, and business intelligence platforms. Partnered with Product, Technology, and executive leadership to build next-generation digital content platforms supporting global customers and business growth.

• Directed end-to-end technology delivery for enterprise digital products, including strategy, architecture, development, implementation, deployment, and operational support.
• Led development of next-generation electronic content authoring, publishing, and delivery platforms, enabling digital transformation of traditional publishing workflows.
• Managed complex technology integration initiatives supporting business acquisitions, platform consolidation, and enterprise modernization efforts.
• Led matrix teams including software engineers, quality assurance, business analysts, user-centered design (UCD), and technology consultants across local and offshore delivery teams.
• Managed Agile, iterative, and waterfall SDLC delivery models, adapting delivery approaches based on business needs and project complexity.
• Established Agile practices and coached teams through enterprise Agile transformation initiatives, including Scrum adoption, sprint planning, backlog management, reviews, retrospectives, and continuous improvement.
• Managed technology roadmaps, resource planning, project estimation, budgets, forecasting, program governance, and vendor relationships.
• Partnered with Product teams and technology organizations to define solutions, evaluate emerging technologies, and align investments with business objectives.
• Delivered web, eCommerce, mobile, analytics, content management, search, entitlement, and publishing platforms for global customer audiences.
• Provided executive-level communication and reporting to CIO, CTO, CEO, and other C-level leaders regarding strategy, delivery progress, risks, and business outcomes.

Selected Accomplishments

• Transitioned into an Agile Scrum Master role and successfully mentored one of the organization's first Scrum teams, helping establish Agile delivery practices and continuous improvement culture.
• Delivered an enterprise internet marketing and commerce platform, including the complete digital book product catalog, on time and within a three-month timeline, enabling improved customer access and revenue opportunities.
• Successfully launched an enterprise Business Intelligence web platform within an aggressive 12-month timeline, managing a $2.5M project budget covering web content management, authoring and publishing delivery, access and entitlements, search, analytics, and eCommerce capabilities. Platform supported 36,000 daily readers and generated measurable business value.
• Led implementation of an enterprise print-to-electronic content workflow platform, improving publishing cycle times, operational efficiency, and editorial productivity.
• Managed proof-of-concept delivery for a cloud-based application enabling medical school professors to create customized syllabi using multiple content sources, including implementation of faceted search and filtering powered by enterprise taxonomy capabilities.
• Delivered multiple releases of native mobile applications for the Health Science journals platform, implementing mobile monetization capabilities, analytics, third-party push notifications, and application enhancements.
• Led technology evaluations and business case analysis to identify opportunities for digital innovation, platform modernization, and improved customer experiences.

Responsible for managing software development programs and projects for Credit Card Fraud and Collections call center platform.  Oversaw technology integration and data conversion projects through the acquisition of MBNA by Banks of America.  Manage technology strategies, timelines and budget. Estimated and forecasted project resources  for current and future project initiatives.  Partnered with technology organizations across the enterprise to meet business and technical objectives.  Report project status to senior leadership teams.   

Key Accomplishments:

• Successfully delivered part of a $2 million project, revenue generating initiative replacing legacy UI and middleware functionality on time and within budget.
• Implemented aggressive 6 month project to re-brand all internal and customer facing products - delivered project on schedule with in 3% of forecasted project budget.
• Facilitated focus groups with IT department staff, gathered feedback and presented suggestions to IT Senior Management. 
  

• Successfully delivered MBNA/Amex integration project within aggressive timeline and within budget- increased corporate revenue
• Managed technical integration with Canada and Europe systems. 
• Successfully implemented  re-architecture from mainframe to Windows based Collections call center platform.  

Built and managed Pre-Production test lab for Y2k testing and hardware and software certification. Authored technical white papers to recommend strategic technology standards to maintain a enterprise technology road map.

Key Accomplishments:

• Designed and procured network and computer hardware and software for new Test Lab
• Oversaw systems and network administration of 50 cross platform workstations/ servers
• Assisted requirements and planning for Y2K testing effort
• Authored test lab policies/standards
• Implemented change control, configuration and defect management processes
• Developed and and delivered Mobile computing strategy

Statistical Economics with a concentration of Mathematics