Jen McKean

Spearheaded day-to-day Agile product execution for high-volume enterprise systems, ensuring alignment between business intent and technical delivery. Delivered a new short-term payment program averaging over 7,300 monthly enrollments, including 4,400 through digital self-service.

Led business-rule development for the company's first digital collections experience, partnering with cross-functional teams to build end-to-end logic for eligibility, offers, disclosures, enrollment, and payments. Managed six business analysts responsible for building, testing, and enhancing digital decisioning and business rules in IBM ODM.

Translated business and risk strategy requests into complex decisioning logic and automated business rules in IBM ODM, building, testing, troubleshooting, and validating changes through implementation. Collaborated directly with IBM engineers during foundational enterprise training and implementation to launch the company's first credit card collections business rules in IBM ODM.

Directed high-volume credit card collections operations and call center environments, leading teams of 18–28 specialists to excel in performance, quality, customer outcomes, and utilization. Transitioned into technical delivery and quality assurance, translating business requirements into UAT test plans and scenarios.

Bachelor of Science degree from the University of North Carolina at Greensboro.