Experience

NewBlue, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Product Manager

  • Mar 2018 - Present

  Develop and drive product roadmaps to deliver near-at-hand solutions while building long-term strategy, resulting in strategic product updates that provide value to users and align with business goals.Author user journeys to facilitate engineers’ insight into real world pain points and needs, leading to a clear understanding of tasks and alignment on prioritization.Leverage AGILE methods to strategically track and prioritize issues in Jira, empowering the company to quickly respond to market changes and user feedback.Collaborate closely with engineering to understand and consult on trade-offs and timelines; drive alignment with key stakeholders and leadership.Establish and longitudinally track key performance indicators to measure and validate success of the products team.Conduct tactical user research across a variety of channels (e.g., managing Beta and usability testing, competitive analysis) and synthesize with market research to generate actionable insights informing product decisions.Co-author external facing marketing deliverables, consult on final copywriting and messaging; coordinate product launches and identify optimal launch materials. Show less

• Technical Support Manager

  • Jan 2015 - Mar 2018

  Managed multiple communication channels to troubleshoot and support user needs with products. Established new processes and support practices improving customer support experience metrics including: time-to-task, resolution, and customer satisfaction. Authored and curated resource library for customer-facing onboarding processes.Oversaw and coordinated support personnel ensuring appropriate staff coverage to meet demand, and drove team cohesion among reports. Leveraged user feedback from multiple channels to increase team efficiency.Generated reports on KPIs and interpreted data to identify strategic improvement opportunities; maintained Zendesk dashboard for efficient understanding of systems health status. Show less



DVD Your Memories - Local + Expert Media Preservation

• Movies, Videos, and Sound
• 1 - 100 Employee

• Editor

  • Sep 2010 - Aug 2014

  Supported clients through multiple communication channels; troubleshot orders, provided technical advice in ways customers could understand, and quickly resolved pain points. Worked directly with customers to understand their needs and execute on creating highly customized video production orders. Conducted research relevant to marketing and growth, and translated these insights into strategic opportunities. Maintained and managed exhaustive company records, scheduled and tracked projects, and managed financial accounts and transactions. Show less



BOSU Fitness, LLC

• San Diego, California, United States

• Videographer/Editor

  • Apr 2009 - Jun 2009

  Communicated with several departments to coordinate video productions and overall marketing strategies. Conducted market research into YouTube and various social media platforms as mediums to successfully promote new products. Worked with company owner to engineer fitness training series, in addition to online promotional content. Communicated with several departments to coordinate video productions and overall marketing strategies. Conducted market research into YouTube and various social media platforms as mediums to successfully promote new products. Worked with company owner to engineer fitness training series, in addition to online promotional content.