Product Community Lead

• Feb 2021 - Present

Chief Product Officer

• Dec 2019 - Jan 2021

• Responsible for productizing the remote driving technology for consumer use, roadmapping product development priorities, product design, developing brand identity, and marketing strategy Wireframe of full user flows through a mobile app using Figma, including registration, booking, pick up, drop off and teritiary actions • Created interactive prototypes using Framer, allowing in person and remote user testing without need for development resources • Designed and rapidly developed… Show more • Responsible for productizing the remote driving technology for consumer use, roadmapping product development priorities, product design, developing brand identity, and marketing strategy Wireframe of full user flows through a mobile app using Figma, including registration, booking, pick up, drop off and teritiary actions • Created interactive prototypes using Framer, allowing in person and remote user testing without need for development resources • Designed and rapidly developed one-page marketing site, including a demo video and core benefits • Designed and developed investment and partner pitch narratives and deck, with partial or full delivery of those pitches • Qibus are a very early stage startup currently seeking funding, they are developing technology that allows the remote driving of commercially available cars from anywhere in the world Show less • Responsible for productizing the remote driving technology for consumer use, roadmapping product development priorities, product design, developing brand identity, and marketing strategy Wireframe of full user flows through a mobile app using Figma, including registration, booking, pick up, drop off and teritiary actions • Created interactive prototypes using Framer, allowing in person and remote user testing without need for development resources • Designed and rapidly developed… Show more • Responsible for productizing the remote driving technology for consumer use, roadmapping product development priorities, product design, developing brand identity, and marketing strategy Wireframe of full user flows through a mobile app using Figma, including registration, booking, pick up, drop off and teritiary actions • Created interactive prototypes using Framer, allowing in person and remote user testing without need for development resources • Designed and rapidly developed one-page marketing site, including a demo video and core benefits • Designed and developed investment and partner pitch narratives and deck, with partial or full delivery of those pitches • Qibus are a very early stage startup currently seeking funding, they are developing technology that allows the remote driving of commercially available cars from anywhere in the world Show less

Product Advisor

• Oct 2018 - Sep 2019

• Primarily responsible for the" Merchant Experience" product area and roadmap, which focuses on the core workflow of Orders flowing through Shippo • Co-ordination of the first cross-functional quarterly roadmapping, which included sizing potential projects, top-down and bottoms-up prioritisation, resource planning and executive communication of the final plans • Migration of multiple incumbent interfaces across two different front-end stacks, into one React-based interface with… Show more • Primarily responsible for the" Merchant Experience" product area and roadmap, which focuses on the core workflow of Orders flowing through Shippo • Co-ordination of the first cross-functional quarterly roadmapping, which included sizing potential projects, top-down and bottoms-up prioritisation, resource planning and executive communication of the final plans • Migration of multiple incumbent interfaces across two different front-end stacks, into one React-based interface with substantial UX improvements based on months of customer research • Major stakeholder in the organisation and execution of Shippo's first customer-focused hackathon, prioritising improvements to both user experience and quality of life of those users • Initial planning and execution of Shippo's first enhanced workflow features, allowing customers to automated common repetitive tasks and decision making • Oversaw and championed the gathering, analysis and company-wide distribution of customer research, through a robust combination of in-app surveys, user interviews, and the creation of feedback channels with customer facing teams • Assisting in development and refinement of Shippo's overall Product processes including planning, execution, communication and cross-functional collaboration • Developed and documented a stronger awareness and appreciation for design and user experience, enabling the larger Product Development team to give larger priority to making Shippo an easier to use and pleasant day-to-day shipping platform

Director of Product

• Jun 2018 - Oct 2018

• Developed a vision for a" Shipping Platform" in which Shippo could be seen as a solution for end-to-end Order Fulfilment rather than just a shipping label procurement app • Consulted with Engineering Leadership to align Product Managers and Development Teams around product areas rather than on a per-project basis • Introduced the use of in-product messaging to surface new features and enhancements to customers • Introduced Design Sessions for the first time at Shippo to help… Show more • Developed a vision for a" Shipping Platform" in which Shippo could be seen as a solution for end-to-end Order Fulfilment rather than just a shipping label procurement app • Consulted with Engineering Leadership to align Product Managers and Development Teams around product areas rather than on a per-project basis • Introduced the use of in-product messaging to surface new features and enhancements to customers • Introduced Design Sessions for the first time at Shippo to help accelerate projects and bring Product and Engineering working closer together • Assisted the Product and Engineering teams in understanding the differences between developing and shipping web-based solutions vs. API solutions • Organised customer visits and research calls for Product Managers and Developers to understand real world examples of Shippo in-use

Product Consultant

• Jan 2019 - Mar 2019

• Fixed-term Contract to assist in a cross-functional project, force migrating hundreds of thousands of projects to a newer version. • A project that previously never got off the ground after 3 years of attempts was planned and executed in a matter of weeks. • Guided and oversaw development of a self-serve “upgrade” tool that helps customers one-step through the upgrade, and review the results of any changes • Developed and executed a customer communication strategy between Product… Show more • Fixed-term Contract to assist in a cross-functional project, force migrating hundreds of thousands of projects to a newer version. • A project that previously never got off the ground after 3 years of attempts was planned and executed in a matter of weeks. • Guided and oversaw development of a self-serve “upgrade” tool that helps customers one-step through the upgrade, and review the results of any changes • Developed and executed a customer communication strategy between Product Marketing, Support and Product • Developed internal feedback loops to help customer-facing teams deal with objections and problems arising from upgrade activities • Project was successfully completed, without issue or further development needed Show less • Fixed-term Contract to assist in a cross-functional project, force migrating hundreds of thousands of projects to a newer version. • A project that previously never got off the ground after 3 years of attempts was planned and executed in a matter of weeks. • Guided and oversaw development of a self-serve “upgrade” tool that helps customers one-step through the upgrade, and review the results of any changes • Developed and executed a customer communication strategy between Product… Show more • Fixed-term Contract to assist in a cross-functional project, force migrating hundreds of thousands of projects to a newer version. • A project that previously never got off the ground after 3 years of attempts was planned and executed in a matter of weeks. • Guided and oversaw development of a self-serve “upgrade” tool that helps customers one-step through the upgrade, and review the results of any changes • Developed and executed a customer communication strategy between Product Marketing, Support and Product • Developed internal feedback loops to help customer-facing teams deal with objections and problems arising from upgrade activities • Project was successfully completed, without issue or further development needed Show less

Director of Product Management, Support & Guide

• Feb 2015 - Feb 2017

• Building directly on my previous roles, led two of Zendesk's Major Products: Zendesk Support & Zendesk Guide (formally, Help Center) • Directly managed a team of 7 product managers across 3 countries and 2 products. Oversight included Workflow & Time Management, Channel Management (Email, Twitter, Facebook, and Channel Framework), Agent Experience, Mobile Experience, Knowledge Base Management, and Community Management • Oversaw the transition from Zendesk Help Center, a product bundled… Show more • Building directly on my previous roles, led two of Zendesk's Major Products: Zendesk Support & Zendesk Guide (formally, Help Center) • Directly managed a team of 7 product managers across 3 countries and 2 products. Oversight included Workflow & Time Management, Channel Management (Email, Twitter, Facebook, and Channel Framework), Agent Experience, Mobile Experience, Knowledge Base Management, and Community Management • Oversaw the transition from Zendesk Help Center, a product bundled with Zendesk Support, to Zendesk Guide-a standalone product, sold in its own right. This meant a complete overhaul of product vision and staffing for what would become Zendesk Guide. Working with our Marketing and Business units to ensure we could see the correct TAM, and what it would take to be competitive with Salesforce Service Cloud, et. al. • Initiated, developed and executed the first the end of life program for features and products. This program took a transparency and customer-first approach, with direct support from the executive staff, and backed by a team of stakeholders from across the company including Program, Sales, Success, Support, and Marketing

Senior Product Manager, Support

• Oct 2013 - Feb 2015

• Lead a team product managers, focused on core product functions of workflow/rules engine, ticketing, administration, ticket fields and the general agent interface • Created a product vision for the future of the core product, including critical analysis of each major area, explaining to our peers and the company as a whole what we do, why we do it, and how we're going to do it-this would become routinely updated and communicated • Identified problems in our approach to traditional… Show more • Lead a team product managers, focused on core product functions of workflow/rules engine, ticketing, administration, ticket fields and the general agent interface • Created a product vision for the future of the core product, including critical analysis of each major area, explaining to our peers and the company as a whole what we do, why we do it, and how we're going to do it-this would become routinely updated and communicated • Identified problems in our approach to traditional product development including slipped dates, unexpected re-designs, and general productivity and morale problems. Together with a team of confidants, we skunk worked an experiment which allowed us to bring collaboration, transparency, empowerment and happiness to Product Managers, Engineers, Designers, and Customers • Pushed for further product development transparency across the organisation, helping to establish a central internal-location Zendesk employees could come to see who we are, and what we're working on • Worked closely with fellow product and engineering managers to ensure the core product could scale to support an ever growing number of users, as well as further products and emerging features

Product Manager

• Feb 2010 - Oct 2013

• Product ownership of "Project Lotus", at the time a complete overhaul of the ticketing system for Zendesk, which would later become the "Zendesk Support" product • Spearheaded and produced Zendesk's first open standard for the sharing, and syncing, of help desk support tickets across vendors. Now at over 50 partners strong, http://networkedhelpdesk.org • From the ground up, developed and produced a set of Google Chrome extensions for customers, which now has thousands of users •… Show more • Product ownership of "Project Lotus", at the time a complete overhaul of the ticketing system for Zendesk, which would later become the "Zendesk Support" product • Spearheaded and produced Zendesk's first open standard for the sharing, and syncing, of help desk support tickets across vendors. Now at over 50 partners strong, http://networkedhelpdesk.org • From the ground up, developed and produced a set of Google Chrome extensions for customers, which now has thousands of users • Introduced the ability to share tickets, seamlessly, across Zendesk accounts making ticket collaboration among partners, vendors and sister companies easy. Implemented on top of the Networked Help Desk open standard produced by myself • Introduced Zendesk's first live chat offering • Spearheaded and implemented "Customer Satisfaction Ratings" (CSAT) allowing customers to give direct feedback about Customer Agent performance, and tying this into tangible reports and leader boards • Introduced the ability for agents to see when they are viewing the same ticket as a co-worker, making wasted time answering the same question a thing of the past • Along with a 3rd part developer, produced "Zendesk for WordPress" a native WordPress plugin giving functionality to both agents and blog visitors alike • Helped introduce Zendesk's first community support features such as up-voting, feature request forums and community Q&A • Helped overhaul the "Feedback Tab" (now "Web Widget") which allows anyone to embed a contact us form & knowledge base search, on any website • Introduced canned response auto-complete, the first workflow enhancement in Zendesk and now copied by a number of competitors • Zendesk's first Product Manager

Customer Support & Community

• Oct 2009 - Feb 2010

• Using extensive knowledge of the Zendesk product gained in previous company positions, I was able to provide both 1st and 2nd level support • Ability to completely break an issue down to ensure the root of the problem is understood, which means a faster resolution time for the customer • Helped spearhead an initiative to better Market ourselves through the Email Marketing channel; giving advice and practical assistance around the designs, content and best marketing practices. •… Show more • Using extensive knowledge of the Zendesk product gained in previous company positions, I was able to provide both 1st and 2nd level support • Ability to completely break an issue down to ensure the root of the problem is understood, which means a faster resolution time for the customer • Helped spearhead an initiative to better Market ourselves through the Email Marketing channel; giving advice and practical assistance around the designs, content and best marketing practices. • Oversaw a complete turnaround of the Zendesk Community Forums, making our staff presence felt within the community as far as providing support, news and answering feature requests. As a result of all this hard work, I am becoming more involved in Product Management.

Email Marketing Consultant & Community Management

• Jul 2008 - Oct 2009

Working in a small start up, I was able to lend extensively to my role of consultant, as well as helping the company reach communities it never could before. • Giving technical support for using the Mailvivo System to passing on my expertise where I can, and even running campaigns, competitions and landing pages for them. • Helped produce supportive product marketing and software enhancements throughout the system. • Designed, wrote and publishing of Online Help articles as well… Show more Working in a small start up, I was able to lend extensively to my role of consultant, as well as helping the company reach communities it never could before. • Giving technical support for using the Mailvivo System to passing on my expertise where I can, and even running campaigns, competitions and landing pages for them. • Helped produce supportive product marketing and software enhancements throughout the system. • Designed, wrote and publishing of Online Help articles as well as Guides. As part of the community management for Mailvivo, it was my responsibility to shape and maintain the online presence, identity and brand image of Mailvivo. • Involvement in various Email Marketing Expert and Professional Circles, taking part in Online Social Media, looking after Mailvivo's Community of Clients & Followers • Maintaining the Blog and similar Mailvivo information streams as well as looking for Emerging Media that Mailvivo should be taking advantage of. • Gained recognition of Mailvivo's expertise in the field on a number of high profile, highly specialised blogs - including that of Mailvivo's perceived competitors. • Gained recognition as a knowledgeable individual in the field of Email Marketing, due to my aforementioned contributions. Show less Working in a small start up, I was able to lend extensively to my role of consultant, as well as helping the company reach communities it never could before. • Giving technical support for using the Mailvivo System to passing on my expertise where I can, and even running campaigns, competitions and landing pages for them. • Helped produce supportive product marketing and software enhancements throughout the system. • Designed, wrote and publishing of Online Help articles as well… Show more Working in a small start up, I was able to lend extensively to my role of consultant, as well as helping the company reach communities it never could before. • Giving technical support for using the Mailvivo System to passing on my expertise where I can, and even running campaigns, competitions and landing pages for them. • Helped produce supportive product marketing and software enhancements throughout the system. • Designed, wrote and publishing of Online Help articles as well as Guides. As part of the community management for Mailvivo, it was my responsibility to shape and maintain the online presence, identity and brand image of Mailvivo. • Involvement in various Email Marketing Expert and Professional Circles, taking part in Online Social Media, looking after Mailvivo's Community of Clients & Followers • Maintaining the Blog and similar Mailvivo information streams as well as looking for Emerging Media that Mailvivo should be taking advantage of. • Gained recognition of Mailvivo's expertise in the field on a number of high profile, highly specialised blogs - including that of Mailvivo's perceived competitors. • Gained recognition as a knowledgeable individual in the field of Email Marketing, due to my aforementioned contributions. Show less

EMEA Xeon & Itanium Marketing Assistant (Intern)

• 2006 - 2007

• Collection and reporting of quantitative data based on unit shipments • Reporting to country and regional managers, teams and individual requests; this was presented in high quality Excel and/or Powerpoint presentations, with full data analysis. • Guidance to the Intel Case Studies team for Itanium on correct marketing language and messages. • General ad-hoc administrative work for Itanium/Xeon managers prior to large events or internal meetings. • Creation of Creative… Show more • Collection and reporting of quantitative data based on unit shipments • Reporting to country and regional managers, teams and individual requests; this was presented in high quality Excel and/or Powerpoint presentations, with full data analysis. • Guidance to the Intel Case Studies team for Itanium on correct marketing language and messages. • General ad-hoc administrative work for Itanium/Xeon managers prior to large events or internal meetings. • Creation of Creative Material for Itanium/Xeon Collateral at major international events. • Attendance at national/international events, talking to & educating customers about Intel server offerings. Show less • Collection and reporting of quantitative data based on unit shipments • Reporting to country and regional managers, teams and individual requests; this was presented in high quality Excel and/or Powerpoint presentations, with full data analysis. • Guidance to the Intel Case Studies team for Itanium on correct marketing language and messages. • General ad-hoc administrative work for Itanium/Xeon managers prior to large events or internal meetings. • Creation of Creative… Show more • Collection and reporting of quantitative data based on unit shipments • Reporting to country and regional managers, teams and individual requests; this was presented in high quality Excel and/or Powerpoint presentations, with full data analysis. • Guidance to the Intel Case Studies team for Itanium on correct marketing language and messages. • General ad-hoc administrative work for Itanium/Xeon managers prior to large events or internal meetings. • Creation of Creative Material for Itanium/Xeon Collateral at major international events. • Attendance at national/international events, talking to & educating customers about Intel server offerings. Show less