Karen Brooks
Winchester
Summary
Dynamic Senior Product Manager at American Woodmark Corporation with a proven track record in competitive market analysis and cross-functional leadership. Successfully developed a 3-year Product Roadmap, enhancing product marketability and achieving financial objectives. Expert in pricing strategy and effective communication, driving impactful product launches and improving customer relationships.
Overview
12
12
years of professional experience
Work History
Senior Product Manager
American Woodmark Corporation
01.2023 - Current
- Analyze market trends to identify product marketing solutions for a $1.2B cabinetry line.
- Lead cross-functional team(s) to develop a 3-year Product Roadmap in the Style, Finish, and Species categories.
- Develop business cases for new products to enhance the marketability of a lean but impactful cabinetry line, with visibility to executive leadership to present business proposals for approval.
- Accountable for the made-to-order product portfolio, working with lead customers and cross-functional teams to deliver products to market, producing targeted financial metrics.
- Monitor and stay abreast of the competitive landscape to ensure AWC products are competitive in look, price, and quality.
- Develop and implement pricing and profit margin initiatives to achieve annual financial objectives (Product Vitality Index).
- Improve customer experience and relationships through effective communication surrounding market fit and product value.
- Manage cross-functional teams and coordinate the timely launch of new products to maximize the positive impact on the business.
- Focus on strategic alignment with the Company and Product Management visions.
- Member of Corporate Right Environment Council – 2020-2023
- President’s Award – 2024
Product Manager IV
American Woodmark Corporation
08.2022 - 12.2022
Product Manager III
American Woodmark Corporation
07.2021 - 07.2022
Product Manager
American Woodmark Corporation
12.2019 - 06.2021
Design Support Specialist
American Woodmark Corporation
05.2017 - 12.2019
- Provided technical design support to customer care, sales, stores, and the marketing department.
- Expert 2020 Design user who teaches Introduction to 2020 and Design to customer care (CC) staff.
- Responsible for extensive knowledge of AWC products to support management and staff with specifications, technical documentation, and installation instructions.
- Provide day-to-day support to management and staff by walking the floor and answering questions regarding a wide range of issues.
- Classroom instructor and facilitator for Customer Care University (CCU).
- Accurately evaluated CCU graduates with Remedial Auditing.
- Substitute as needed for the Support Services Manager.
- Troubleshoot system issues with 2020 Design, Order Billing System, OPT/TOM, ESVS, Genesis, Microsoft Office, and other software as needed to support the organization and the Technical Support Manager.
- The first POC for accurate information on the 2020 Design catalog and pricing reconciliation for all brands.
- Liaison for CC with many cross-functional teams to solve complex problems that require excellent communication and follow-up.
- Member of the Spec Guide and 2020 Catalog review team for all brands.
- Monitor CCP calls monthly to support the department’s mission of World Class Customer Care.
- Created, reviewed, revised, and maintained SOPs, Standard Works, and CCU class materials.
- Active participant in the Connectivity Team and the Professional Growth Committee.
- Developed and implemented the Product Awareness Tour that meets requirements for the IDP: Product Knowledge.
- Manage the Custom Door Program, coordinating with multiple manufacturing facilities and corporate purchasing and credit.
Account Specialist
American Woodmark Corporation
12.2015 - 05.2017
- Provide an excellent customer experience to dealers, sales managers, and other AWC staff.
- A top performer, providing call resolution, specialized training, account setup, and maintenance, and handling incoming call escalations from dealers and end consumers.
- Project manager for the COOP program and the Dealer Training Module System.
- Contributed to a Kaizen event to update all Customer Care SOPs.
- 2020 Design software expert and Certified Peer Trainer for Customer Care University.
- Created procedural and training documents.
- Provided training and support to dealers/designers and team members on product line and specifications, the Custom Door program, Order Placement and Tracking, the Waypoint website, and marketing programs.
- Used computer sharing/webinar software to troubleshoot system issues for dealers/designers and provide on-screen demonstrations.
- Quote conversion and 2020 design assistance for various dealers/designers.
- Presented the Waypoint business, product, and customer care objectives to dealers during plant tours and traveled with Sales Rep to provide in-person training to designers.
- Proactive account review of credit holds, replacements, quality, and logistics escalations per account.
- Provide monthly account reports to the top 110 dealers in my territory and create monthly newsletter content and graphics.
- Member of the Spec Guide review team for Waypoint and Homesite brands.
Response Specialist
American Woodmark Corporation
06.2015 - 12.2015
- Respond to incoming calls and emails with the Waypoint Partner Team using a one-call resolution philosophy.
- Exceeded the expectations of the supervisor, which led to a promotion to Account Specialist.
Sales Associate
Flooring America
Winchester
09.2013 - 06.2015
- Maximize sales by maintaining space, location, and distribution of merchandise at the retail level for the Flooring America brand—strong focus on ensuring customer satisfaction with new flooring and design projects.
- Primary responsibilities include in-home inspections, measuring, sketching, estimating, designing home improvement projects, and completing sales.
- Responsible for ordering materials, processing payments, handling complaints and issues, managing the warehouse, accepting materials, delivering materials, forklift operation, heavy lifting, and coordinating installations.
- Communicate with installers to ensure customer satisfaction.
- Collaborate with outside sales representatives to ensure merchandise displays and pricing are up-to-date and accurate.
- Coordinate with insurance adjustors and clients to resolve insurance claims due to damage incurred on homeowners’ property.
- Use Xactimate software to estimate flooring insurance claims and communicate with insurance companies.
- Additionally, use proprietary computer software to create estimates, purchase orders, and sales orders.
Education
Bachelors of Science - Business Administration – Strategic Marketing Management
Liberty University
Lynchburg, VA05.2025
Associates of Science - Agricultural Business
Laurel Ridge Community College
Middletown, VA01.2006
Skills
- Project management
- Competitive market analysis
- Market analysis
- Product management
- Business analysis
- Cross-functional leadership
- Effective communication
- Pricing strategy
- Channel alignment
- Process improvement
- Strategic planning
- Mentoring and coaching
Core Competencies
- Product Optimization/Launch
- Business Analysis
- Cross-Functional Team Leadership
- Communication
- Competitive Analysis
- Channel Alignment
- Process Improvement
- Strategic Planning
- Mentoring and Coaching
Accomplishments
- CITE Award - Teamwork - 2021
- CITE Award - Excellence - 2023
- President's Award - 2024
Timeline
Senior Product Manager
American Woodmark Corporation
01.2023 - Current
Product Manager IV
American Woodmark Corporation
08.2022 - 12.2022
Product Manager III
American Woodmark Corporation
07.2021 - 07.2022
Product Manager
American Woodmark Corporation
12.2019 - 06.2021
Design Support Specialist
American Woodmark Corporation
05.2017 - 12.2019
Account Specialist
American Woodmark Corporation
12.2015 - 05.2017
Response Specialist
American Woodmark Corporation
06.2015 - 12.2015
Sales Associate
Flooring America
09.2013 - 06.2015
Bachelors of Science - Business Administration – Strategic Marketing Management
Liberty University
Associates of Science - Agricultural Business
Laurel Ridge Community College
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