Open to opportunities

Karen Galloway

@karengalloway

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Product Owner specializing in contact center and financial services.

United States

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What I'm looking for

I seek a role where I can lead product and operations initiatives in financial services or contact centers, drive measurable customer experience improvements, collaborate cross-functionally, and grow into broader product/organizational leadership.

I am a product owner with 10+ years of experience delivering contact center and financial services solutions, translating strategic roadmaps into actionable epics and user stories, and managing backlogs in Jira/Confluence. I partner with executives, operations leaders, and development teams to align roadmaps with customer and business outcomes and champion Agile practices to improve delivery, velocity, and quality.

My background includes delivering complex initiatives across banking, employee benefits, and gaming, launching seven technology projects in a recent 12-month period, driving initiatives that increased revenue by over $2.5M, and reducing regulatory risk by more than 80%. I focus on analytics-driven decisions, stakeholder communication, and operational optimization to improve customer experience and team performance.

Experience

Work history, roles, and key accomplishments

Game/Ops Tools Project Coordinator

Sands Digital Services

Oct 2024 - Dec 2025 (1 year 2 months)

Served as Jira Administrator and project coordinator, redesigning backlog management and reporting to improve visibility and delivery timelines by ~20% while reducing late-stage rework by ~15%.

Jira Backlog Management Agile Sprint Reporting Process Improvement

Product Owner / Operations Support

Credit One Bank N.A.

Jun 2020 - Apr 2024 (3 years 10 months)

Managed product backlog and stakeholder expectations across Operations and Technology, launching seven projects (2023–2024) and implementing initiatives that increased revenue by over $2.5M while reducing regulatory risk by ~80%.

Product Ownership Jira Confluence Stakeholder Management Regulatory Compliance

Senior Director, Operations & Client Services

The Leets Consortium

Apr 2019 - Nov 2019 (7 months)

Directed operations and client services, managing 50+ client engagements with annual revenues over $5M and implementing account planning tools to drive renewals and satisfaction.

Client Services Operations Management Leadership Coaching CRM Administration Account Planning Vendor Management Project Management

Client Success Manager

Arroweye Solutions

Apr 2018 - Apr 2019 (1 year)

Managed B2B client relationships for credit card operations, improving client retention by 10–20% and overseeing program configuration through first live production run.

Client Success SLA Management Requirements Gathering performance reporting

Financial Services Representative II

Pacific Premier Bank

Dec 2017 - Jan 2018 (1 month)

Provided financial planning and customer service while ensuring regulatory compliance and assisting clients with complex financial decisions.

Financial Planning Regulatory Compliance Customer Service Risk Assessment

Senior Client Services Manager

TriNet

Apr 2017 - Sep 2017 (5 months)

Advised 75+ worksite employees across 28 clients, reduced payroll/benefits administration costs by 30%, and onboarded six entity clients representing 150+ employees.

Benefits Management HR Operations Client Onboarding Cost Analysis Account Management Mentorship

Client Relationship Manager

Newport Group Financial

Mar 2011 - Apr 2017 (6 years 1 month)

Managed 50+ client engagements (30 Fortune 500/1000) and administered CRM data integrity while introducing account planning tools and supporting business development.

Client Relationship Management CRM Administration Account Planning Business Development Stakeholder Management