Aaron Clifton
Principal Product Manager at Auditoria.AI- Claim this Profile
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Korean Professional working proficiency
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Bio
Ricky Chun
I was Aaron's program manager at Amazon Ring. Aaron took on our CCaaS platform, surveying platform, CRM, and a 5th chat product that he designed. Managing these products could warrant a full-time position per product and with Aaron taking on a better opportunity outside of Amazon, we are having to backfill his role with several other headcounts. Aaron's unique blend of technical knowledge, sound implementation, and attention to detail set him apart from other PMs I've worked with. He has a strong knack for looking around corners and ensuring multiple products and platforms are working toward the same vision. You could always tell what Aaron implemented because there were no bugs, issues, or downtime involves. Another strength was Aaron's ability communicating and sticking to the product vision even if it meant pushing back on stakeholders recommendations. Everyone respected his logic and decision making because it was always backed by data. Any company acquiring Aaron's services is getting a rare technical product manager with a wealth of experience and knowledge in the CCaaS space. I hope to cross paths with Aaron again in the future.
Matthew LeGare
Aaron is an expert in the CCaaS space and a phenomenal product manager who knows his products as well as an implementation manager but can also conceptualize and prioritize features along with the best product managers in the industry. He’s a great team player who drives excellence in his products and always seeks to raise the bar. Aaron keeps the customer front and center at all times. His diverse background allows him to see problems from multiple angles, from which he selects the best solution for the customer and for the team. I’m glad I was able to work with Aaron and would highly recommend him to anyone lucky enough to work with or hire him.
Ricky Chun
I was Aaron's program manager at Amazon Ring. Aaron took on our CCaaS platform, surveying platform, CRM, and a 5th chat product that he designed. Managing these products could warrant a full-time position per product and with Aaron taking on a better opportunity outside of Amazon, we are having to backfill his role with several other headcounts. Aaron's unique blend of technical knowledge, sound implementation, and attention to detail set him apart from other PMs I've worked with. He has a strong knack for looking around corners and ensuring multiple products and platforms are working toward the same vision. You could always tell what Aaron implemented because there were no bugs, issues, or downtime involves. Another strength was Aaron's ability communicating and sticking to the product vision even if it meant pushing back on stakeholders recommendations. Everyone respected his logic and decision making because it was always backed by data. Any company acquiring Aaron's services is getting a rare technical product manager with a wealth of experience and knowledge in the CCaaS space. I hope to cross paths with Aaron again in the future.
Matthew LeGare
Aaron is an expert in the CCaaS space and a phenomenal product manager who knows his products as well as an implementation manager but can also conceptualize and prioritize features along with the best product managers in the industry. He’s a great team player who drives excellence in his products and always seeks to raise the bar. Aaron keeps the customer front and center at all times. His diverse background allows him to see problems from multiple angles, from which he selects the best solution for the customer and for the team. I’m glad I was able to work with Aaron and would highly recommend him to anyone lucky enough to work with or hire him.
Ricky Chun
I was Aaron's program manager at Amazon Ring. Aaron took on our CCaaS platform, surveying platform, CRM, and a 5th chat product that he designed. Managing these products could warrant a full-time position per product and with Aaron taking on a better opportunity outside of Amazon, we are having to backfill his role with several other headcounts. Aaron's unique blend of technical knowledge, sound implementation, and attention to detail set him apart from other PMs I've worked with. He has a strong knack for looking around corners and ensuring multiple products and platforms are working toward the same vision. You could always tell what Aaron implemented because there were no bugs, issues, or downtime involves. Another strength was Aaron's ability communicating and sticking to the product vision even if it meant pushing back on stakeholders recommendations. Everyone respected his logic and decision making because it was always backed by data. Any company acquiring Aaron's services is getting a rare technical product manager with a wealth of experience and knowledge in the CCaaS space. I hope to cross paths with Aaron again in the future.
Matthew LeGare
Aaron is an expert in the CCaaS space and a phenomenal product manager who knows his products as well as an implementation manager but can also conceptualize and prioritize features along with the best product managers in the industry. He’s a great team player who drives excellence in his products and always seeks to raise the bar. Aaron keeps the customer front and center at all times. His diverse background allows him to see problems from multiple angles, from which he selects the best solution for the customer and for the team. I’m glad I was able to work with Aaron and would highly recommend him to anyone lucky enough to work with or hire him.
Ricky Chun
I was Aaron's program manager at Amazon Ring. Aaron took on our CCaaS platform, surveying platform, CRM, and a 5th chat product that he designed. Managing these products could warrant a full-time position per product and with Aaron taking on a better opportunity outside of Amazon, we are having to backfill his role with several other headcounts. Aaron's unique blend of technical knowledge, sound implementation, and attention to detail set him apart from other PMs I've worked with. He has a strong knack for looking around corners and ensuring multiple products and platforms are working toward the same vision. You could always tell what Aaron implemented because there were no bugs, issues, or downtime involves. Another strength was Aaron's ability communicating and sticking to the product vision even if it meant pushing back on stakeholders recommendations. Everyone respected his logic and decision making because it was always backed by data. Any company acquiring Aaron's services is getting a rare technical product manager with a wealth of experience and knowledge in the CCaaS space. I hope to cross paths with Aaron again in the future.
Matthew LeGare
Aaron is an expert in the CCaaS space and a phenomenal product manager who knows his products as well as an implementation manager but can also conceptualize and prioritize features along with the best product managers in the industry. He’s a great team player who drives excellence in his products and always seeks to raise the bar. Aaron keeps the customer front and center at all times. His diverse background allows him to see problems from multiple angles, from which he selects the best solution for the customer and for the team. I’m glad I was able to work with Aaron and would highly recommend him to anyone lucky enough to work with or hire him.
Experience
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Auditoria.AI
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United States
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Software Development
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1 - 100 Employee
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Principal Product Manager
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Jul 2022 - Present
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LivePerson
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United States
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Software Development
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700 & Above Employee
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Senior Technical Product Manager
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Jun 2021 - Jun 2022
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Amazon
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United States
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Software Development
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700 & Above Employee
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Senior Technical Product Manager
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Oct 2019 - Jun 2021
As Senior Technical Product Manager: I owned the definition, development, and delivery of expertly engineered AWS cloud-based services, products, and features, focused primarily on reducing operational expenditure (OpEx) during a key growth period at Ring. Deliverables included a mix of SOP optimized CRM interface improvements, process automations, data protection measures, reporting dashboards, behavioral tracking mechanisms, APIs, services for tracking repeat callers and intelligently offering and processing callbacks, and an internal chat application. My team, comprised of software development engineers (SDEs), systems programmers, and program managers, and I delivered $15 million+ in OpEx savings in 21 months, while successfully mitigating the impacts of the COVID-19 pandemic on contact volume, handle times, and workforce availability.Day-to-day responsibilities included:- Defining roadmaps, product and features requirements, initiatives, epics, and stories- Prioritizing SDE dependent requests and problem ticket execution- Conducting stand up, sprint planning, sprint retrospectives, and grooming sessions- Creating rough user interfaces (UI) mock-ups and designs- Describing targeted user experience (UX) outcomes and expectations- Identifying and addressing exploits and inefficiencies in the CS technology ecosystem- Providing subject matter expertise on CCaaS, channels, contact routing, and contact handling- Thought-partnering with stakeholders to deliver effective, meaningful solutions that delight- Demoing products and features to leaders and stakeholders- Conducting Tech Ops Monthly Business Reviews- Generating content: Tutorials, FAQs, PRFAQs, Release Notes, etc.- Overseeing post go-live hyper-care for deployments and product launches- Managing pilot execution and feedback intake prior to GA product launch
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Manager - Technical Operations
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Oct 2019 - Jun 2021
As a Technical Operations Manager: I was the single-threaded owner of all contact center technology sustaining Ring Community Support (CS) enterprise contact center operations and leader of the Ring CS Tech Ops group. I oversaw the timely execution of stakeholder requests and triage of identified problems, bugs, and outages. As a team, we delivered scalable, stable, and secure solutions in accordance with Amazon and Ring Community Support operational goals and industry best practices. By implementing extensive process automation, streamlining standard operating procedures, and optimizing CCaaS routing and distribution (amidst a host of other consumer and agent facing improvements), Tech Ops delivered $15 million+ in operational expenditure (OpEx) savings, while successfully mitigating the impacts of the COVID-19 pandemic on contact volume and workforce availability.Day-to-day responsibilities included:- Single-threaded ownership of all contact center technology sustaining Ring Community Support- Administrating Kustomer CRM, AWS Connect CCaaS, AskNicely CX, Verint WFM, plus applications developed internally- Overseeing (and executing) vetting, prioritization, and execution of request and problem tickets- Conducting daily standup, attended by Tech Ops systems programmers and program managers- Training new hires on CCaaS best practices, solutioning, and root cause analysis- Performing platform and application security audits and access reviews- Generating business intelligence reports and conducting monthly business reviews- Applying descriptive, predictive, and prescriptive analytics in tactical and strategic decision making- Maintaining third-party vendor relationships, interfacing with CSMs, TAMs, PMs, and executives- Supporting the professional development and career progression of Tech Ops team members- Navigating the Amazon Talent Evaluation and Hiring process, including phone screens and interview loops (60+)
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NICE CXone
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United States
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Software Development
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400 - 500 Employee
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Product Manager II
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Apr 2017 - Oct 2019
As a Product Manager at NICE inContact (CXone), provider of the world’s #1 CCaaS platform (according to Gartner and Forrester), I executed SaaS digital product lifecycle management for the following products in the CXone digital channels portfolio:- CXone Messaging- CXone SMS- CXone Customer Chat v1- CXone Customer Chat v2- CXone Advanced Chat- CXone Proactive Chat- CXone Social MediaI acted as head of Messaging Strategy in the Omnichannel product division, overseeing key initiatives in an emerging space and defining strategy to expand the capabilities and adoption of digital channels on the CXone Platform. I proactively championed my product vision and employed data-driven feature prioritization, while leading cross functional teams and operating as an Agile Product Owner (PO) in collaboration with architects, software development managers (SDMs), and full-stack software development engineer (SDE) teams.I oversaw the definition, development, and delivery of the first CXone product with a true micro-services architecture. Core components and services leveraged the following Amazon Web Services (AWS) products and technologies:- AWS Lambdas- AWS Elastic Search- AWS EC2 (Elastic Cloud Compute)- AWS S3 (Simple Storage Solution)- AWS EBS (Elastic Block Store)Additionally, I regularly interfaced with leaders from strategic partners to align on roadmaps, feature prioritization, pricing, and go-to-market strategy for our platform integrated OEM products.Day-to-Day role scope included:- Product lifecycle management- Product launch activities- Strategic planning- Roadmap definition- Feature prioritization- Rapid prototyping- Agile stand-ups- Market research- User research- Competitive analysis- Partner evaluation- MSA review- Cost negotiation- Operating in JIRA- Knowledge transfer- Product documentation- Product marketing- Analyst product demos
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Implementation Manager
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Feb 2015 - Apr 2017
As a professional services Implementation Manager at NICE inContact (CXone), I operated as the single-threaded owner and executor of multi-phased omnichannel CCaaS implementations for enterprise and SMB customers, from initial hand-off and project kick-off to final go-live and post go-live hyper-care. The role scope was a blend of project manager, consumer experience (CX) consultant, CXone subject matter expert (SME), technical trainer, and systems programmer. With each customer interaction, I championed CCaaS best practices and demonstrated how to utilize CXone products and features to maximize their ROI while augmenting the CX journey for their consumers. Maintaining a perfect 5/5 CSAT rating, I delighted customers with a 100% success rate for turn ups, cutovers, and go-lives and served as the “Building Relationships” SME during a 2016 “Center of Excellence” corporate initiative. I also served as the professional services SME for SMS and Social Media products, consulting on relevant implementations with responsibility for implementation processes, troubleshooting guides, internal knowledge transfers, KBs, and FAQs.Day-to-day responsibilities included:- Gathering project requirements- Managing project timelines- Conducting customer product training- Evangelizing CX best practices- Designing CX optimized contact flow models in MS Visio- Building contact flows in CXone Studio - Integrating contact flows with customer databases and 3rd party APIs- Programming CXone products, features, and settings- Coordinating phone number provisioning, ports, RespOrgs, and cutovers- Facilitating SMS long code and short code provisioning- Executing end-to-end testing of implemented products- Drafting plans and logs for User Acceptance Testing (UAT) - Coaching customers through User Acceptance Testing (UAT)- Performing customer go-live readiness evaluations- Delivering post go-live hyper-care
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Trimble Cityworks
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United States
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Information Technology & Services
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1 - 100 Employee
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Technical Trainer
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Mar 2013 - Feb 2015
As a Technical Trainer at Azteca Systems, I lead remote and on-site training for clients, business partners, and company employees. Due to my understanding of complex systems and terminology, in addition to maintaining 10 existing Cityworks courses, I was frequently tasked with spearheading curriculum development. This included trainings on “Cityworks XML Customization”, “Cityworks Field and Mobile”, “2014 AMS Admin”, and “2014 AMS End User”. In 2014, when Cityworks software was completely refreshed, I not only participated in Regression Testing and QA of the new product, I worked closely with developers to optimize UX and authored the first technical documentation for use internally and externally. I also managed Amazon (AWS) EC2 Cloud Server images and instances for course specific virtual machines. Due to the relatively small size of the company, I frequently aided the Training Department in software implementation, hardware installation, systems maintenance, and software/hardware troubleshooting.
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Utah Valley University
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United States
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Higher Education
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700 & Above Employee
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Distance Education Live Interactive Course Specialist
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Nov 2012 - Mar 2013
As a Distance Education Live Interactive Course Specialist at Utah Valley University, I managed information and materials distribution for 11 Distance Education courses. Working closely with professors and site facilitators to support the learning of 650+ students, I used CANVAS learning management system to communicate directly with students and monitor progress. I frequently proctored exams, recorded scores, tracked attendance, and logged work submitted. As a Distance Education Live Interactive Course Specialist at Utah Valley University, I managed information and materials distribution for 11 Distance Education courses. Working closely with professors and site facilitators to support the learning of 650+ students, I used CANVAS learning management system to communicate directly with students and monitor progress. I frequently proctored exams, recorded scores, tracked attendance, and logged work submitted.
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Brigham Young University
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United States
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Higher Education
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700 & Above Employee
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Teaching Assistant
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Aug 2009 - Apr 2012
As a BYU Geography Department Teaching Assistant, I aided professors in developing and presenting curriculum for GEOG 120, GEOG 304, GEOG 307, and GEOG 341. During office hours, I assisted university students with understanding material and assignments to better complete their projects and papers. Additionally I conducted course review for midterms and final exams, while also grading these same midterms, final exams, papers, and other assignments. As a BYU Geography Department Teaching Assistant, I aided professors in developing and presenting curriculum for GEOG 120, GEOG 304, GEOG 307, and GEOG 341. During office hours, I assisted university students with understanding material and assignments to better complete their projects and papers. Additionally I conducted course review for midterms and final exams, while also grading these same midterms, final exams, papers, and other assignments.
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Education
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2009 - 2012
Brigham Young University
Bachelor of Science (BS), Geography (Geospatial Intelligence)
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