Lauren Sceca
Product + Channel Manager
Strategic, people-first and results driven leader with a passion for innovation, collaboration, and delivering exceptional results through products and analytics.
Lauren Sceca
Product + Channel Manager
+1 850-516-1993
Email:
LinkedIn Profile
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EXPERTISE
People- Leader
18+ Years Experience Leading up to 150+ team members in Operational, Channel + Product Development
Data-Driven
Growth-Focused Strategic Planning
Leverages data-driven insights to streamline operations and deliver measurable efficiency across key contact center functions
Leads growth-focused strategic planning initiatives with proven OKR success measures, demonstrating strong execution and vision alignment across the enterprise
EXPERIENCE
2022- Present
Navy Federal Credit Union
Channel Manager:
Messaging Channel, Product + Analytics
Led a team of 12 data analysts + program managers to develop a scalable Chat platform through feature enhancements and automation. Developed KPIs through new API ingestion. Developed workforce management model to improve efficiency by 42%, optimized database queries, and increased user engagement by 112%. Collaborated with UX designers and developers to define channel requirements and deliver product solutions.
2022-2024
Navy Federal Credit Union
Channel Manager: Voice, IVR, Routing Programs + Analytics
Managed end-to-end product development for IVR and Routing systems. Implemented automated technology to reduce agent touch and increase self-service and containment. Conducted market research, competitive analysis, and user interviews to identify new opportunities and define product roadmaps. Coordinated cross-functional teams including ETS, design, and marketing. Ensured brand consistency across all digital assets.
2020-2022
Assistant Manager: Contact Center Operations
Navy Federal Credit Union
Managed 150+ Supervisors and front-line employees for world's largest credit union's 24/7 operations. Collaborated with business units to align priorities and deliver customer success vision. Led journey mapping exercises to align with Contact Center strategic initiatives.
2020-2022
Old City Market Inc.
President/Owner
Awarded region's Best of the Coast Award for Best New Business + Best Product. Managed day-to-day operations, hiring, finance, and product management. Generated annual sales revenue of +$500k with year-over-year growth.
2010- Present
Berkshire Hathaway
+ Keller Williams Realty
Real Estate Sales Agent
Multi-year top regional Sales Associate with over $20M sales in residential real estate. Served 3 consecutive years on Board of Directors for Brokerage. Received Leading Edge Society Awards for record sales.
AWARDS+CERTIFICATIONS
2025
Navy Federal Credit Union
Greater Pensacola Operations Leadership Award
Selected for Leadership Award over 10k+ employee campus. Recognized as strategic, people-first leader who drives measurable outcomes and leads high-performing product teams.
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Received 100% Engagement results with key focus on work environment, growth and development of team members, and leadership effectiveness.
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Leads with integrity, empathy and purpose
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Increased channel engagement by over 112%
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Drove initiative to expand channel availability to member base
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Collaborated cross-functionally with Workforce Intelligence to improve efficiency efforts at the interval-level; resulted in $4 reduction in cost-per-interaction ($4M annual enterprise savings.)
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Led efforts to reduce abandonment and transfer rates within channel.
2024
Navy Federal Credit Union
Leaders As Coaches Certificate
Awarded for exceptional leadership in guiding a cross-functional team to successfully launch a critical product ahead of schedule and under budget.
2023
Berkshire Hathaway
Leading Edge Sales Award
Recognizes top-performing real estate sales professionals for top sales status. Ranked amongst top 9% of agents within enterprise to achieve exceptional sales achievements.
2022
Lean Six Sigma
Lean Six Sigma Management Certificate
Certification served to equip leaders with effectiveness in business process improvements and drive operational efficiency.
2022
Berkshire Hathaway
Sales Associate Honor Society Award
Recognizes top-performing real estate sales professionals for top sales status. Ranked amongst top 14% of agents within enterprise to achieve exceptional sales achievements.
2019
City of Pensacola
Best of the Coast Small Business Award
Recognizes the best businesses and organizations within the region. Received Best New Business + Best Product Award
Achievements
SKILLS
STRATEGIC PLANNING + VISION
PROGRAM + PRODUCT MANAGEMENT
BUSINESS TECHNOLOGY + ROADMAPPING
DATA INSIGHTS + ANALYSIS
OPERATIONS MANAGEMENT
WORKFORCE PLANNING + ANALYSIS
KEY PERFORMANCE INDICATORS
STRATEGIC PEOPLE-LEADER