Donald lomax Product Owner and Business Process Consultant

Product Owner/Business Process Consultant

Ally Financial

May 2025 - Current (1 year 5 months)

• Serve as Product Owner for enterprise-wide process optimization and automation initiatives within the Auto Finance division, with direct ownership of RPA remediation and digital transformation projects.
• Created and managed Epics and User Stories in Jira to capture business requirements, define functional and non-functional needs, and maintain alignment with the enterprise automation strategy.
• Partner with Product Managers, business partners, developers, and testers to translate complex requirements into actionable user stories with clear acceptance criteria and testable outcomes.
• Facilitate Agile ceremonies including backlog refinement, sprint planning, stand-ups, and retrospectives, ensuring delivery cadence and stak

Product Owner/Store Ops Tech Consultant

Lowe's

Nov 2023 - Mar 2025 (1 year 5 months)

• Owned product backlog and roadmap for AI-driven store operations technology, collaborating with Senior Product Managers, UX/UI designers, and QA testers to deliver solutions across 1,700+ stores.
• Defined Epics, Features, and User Stories linked to enterprise KPIs and value streams; ensured clear acceptance criteria and traceability in Jira and Confluence.
• Partnered with developers and testers to validate solutions supporting AI, voice enablement, and data governance, improving store associate response times and customer engagement.
• Acted as a translator between business operations and technical delivery teams, ensuring store leadership’s needs were accurately understood by developers and transformed into scalable, use

Business Analyst/Process Consultant

Wells Fargo

Feb 2023 - Oct 2023 (9 months)

• Facilitated requirements-gathering sessions with collections and IT teams to document business needs for automation and compliance initiatives.
• Defined Epics and Features for collections process automation, breaking them into sprint-ready User Stories with measurable acceptance criteria
• Conducted compliance risk analysis on collections processes, identifying inefficiencies that impacted reporting accuracy and governance standards.
• Served as a liaison and interpreter between compliance stakeholders and technology teams, translating policy-driven requirements into clear, actionable backlog items that developers could implement effectively.
• Implemented automation that reduced a 34-click manual process to 4 steps,

Operations Project Manager/Agile Delivery Lead

Univar Solutions

Jan 2022 - Feb 2023 (1 year 2 months)

• Directed cross-functional Agile delivery of SAP process enhancement and automation projects, coordinating Finance, Procurement, and IT teams.
• Managed backlog refinement, sprint execution, and validation of SAP enhancements aligned with business objectives.
• Drove operational efficiency gains of 30% by automating invoice reconciliation and streamlining supplier payment workflows.
• Partnered with QA and developers to ensure each feature met Definition of Done, traceability, and compliance standards.
• Bridged communication between business analysts and developers, translating functional requirements and technical constraints to ensure alignment between user needs and SAP configurations
• Supervised on and offsho

Business Process Analyst

Univar Solutions

Jun 2019 - Jan 2022 (2 years 8 months)

• Executed full lifecycle SAP R3 implementations, improving data accuracy, reporting and operational efficiency.
• Conducted detailed risk analysis and mitigation planning for SAP roll out projects.
• Trained end users on new technology implementations, providing go-live support, to ensure smooth transition and system adoption.
• Collaborated with global teams to identify integration risks and map remediation plans, improving stability post launch.
• Oversaw post-deployment hyper care efforts to ensure system stability, address user concerns, resolve emerging issues, and capture improvement opportunities for future rollouts.
• Defined key business process KPI’s, enabling real-time performance monitoring.
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Contact Center Supervisor

Safelite AutoGlass

Jul 2017 - Jun 2019 (2 years)

• Led 52-member team, optimizing call center operations and improving service accuracy, leading to a 15% decrease in average handle time.
• Implemented call quality monitoring and coaching programs, resulting in a 12% improvement in first call resolution.
• Developed training and mentoring initiatives to aid in reducing agent attrition by 20%.
• Achieved and exceeded KPI’s, including Net Promoter Score (NPS), Average Handle Time, and Average Wait Time, leading to an 8% boost in overall operational efficiency.

Patient Services Coordinator

Quantum Health

Nov 2015 - Jul 2017 (1 year 9 months)

• Resolved complex healthcare coverage and claims issues, reducing member escalations by 20% through proactive problem solving and advocacy.
• Developed cross-functional coordination strategies, streamlining communication between patients, providers, and pharmacy benefit managers, reducing care resolution time by 15%
• Enhanced patient education and support initiatives, increasing member understanding of health plan benefits and reducing follow-up inquiries by 12%.
• Documented and optimized customer interactions using CRM tools, improving case resolution tracking and increasing efficiency by 12%.

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Customer Solutions Supervisor/Project Manager

JP Morgan Chase Home Lending

Mar 2009 - Nov 2015 (6 years 9 months)

• Managed, coordinated, and directed the daily operations of a unit of twenty-two non-exempt staff members.
• Strengthened customer relationships by serving as a liaison between clients, peers, management, and operations staff.
• Diagnosed inefficiencies in legacy systems and proposed streamlined solutions to enhance productivity.
• Designed and implemented performance management dashboards to track and improve agent, team, process-level KPI’s
• Executed cross-functional projects from planning to delivery, managing technical requirements and stakeholder communications.
• Supported staff hiring, onboarding, scheduling, and performance reviews to promote a culture of accountability and development.

Donald lomax

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Donald lomax

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