|
|
|
|
| Desired Industry: Customer Service/Technical Support |
SpiderID: 84450 |
| Desired Job Location: Long Island City, New York |
Date Posted: 1/12/2024 |
| Type of Position: Full-Time Permanent |
Availability Date: Immediately |
| Desired Wage: 135000 |
|
|
U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Yes |
Objective:
Accomplished, goal-driven, and strategic professional, offering a solid background in product and program management in the technology industry; backed by solid problem-solving and decision-making ability.
Equipped with proven track record of success in conceptualizing and implementing innovative business solutions focused on improving brand positioning, optimizing procedures and processes, as well as boosting customer experience. Effective at leading and collaborating with cross-functional teams to drive strong and sustainable productivity gains to achieve overall company goals. Adept at building functional relationships and facilitating effective trainings to develop and educate both team members and consumers. Articulate communicator with bilingual fluency in Greek and English.
Experience:
MISSION CLOUD REMOTE
Product Manager Oct 2021–Present
Oversee the development of a cloud management platform named Mission Control to ensure top-notch quality and adherence to standards, which entails the following functionalities:
o Software as a service for clients across healthcare and life sciences, entertainment, cloud computing, and sports industry;
o Generation of reports and cost-saving recommendations tailored to customers business goals, updating of status of consumers’ AWS environment, including C-suite executives and DevOps engineers;
o AWS migration project tracker; allowing consumers to view and perform tasks, as well as monitor their alignment with budgets and timelines for successful project outcomes;
o Direct technical support through a live chat feature, connecting consumers to cloud engineers;
o Internal utilization for company’s cloud analysts, cloud operations managers, and customer success managers;
Establish the onboarding process to help prepare customer’s new AWS accounts for hassle-free utility.
Facilitate collaboration among frontend and backend engineers, as well as designers in developing features that will boost customer engagement and satisfaction; and with go-to-marketing in providing global members with comprehensive training on all company products.
Superintend sprint and refinements to complete software backlogs in collaboration with engineers.
Provide training and guidance to new associate product manager regarding the development processes including sprint planning, user story mapping, and product requirement gathering.
Analyze third-party application programming interfaces (APIs) to identify compatibility with the system and perform integrations as applicable.
Key Highlights:
Led the finalization of the Mission Control product including the process of launching the platform to the AWS Marketplace; allowing general availability and new sales from AWS customers
Received the Mission Leadership Badge in May 2023 for delivering excellent mentorship, customer advocacy, emerging technology understanding, and diversity, equity, and inclusion.
Employed the key feature of the platform based on company’s proprietary algorithm and a combination of AWS services including Trusted Advisor, Security Hub, and Compute Optimizer to develop a feature (Mission Cloud Score) that measures alignment with cost, operations, security, reliability, and performance best practices.
Achieved a 5-star customer satisfaction rating for the managed platform.
Built partnership with the Senior Leadership Team through effectual business cases, user narratives, and product requirements.
AMADEUS NEW YORK, NY
Product Manager Feb 2018–Oct 2021
Collaborated with cross-functional departments in the guest management space for the hospitality industry in overseeing an email marketing platform for hotels as well as guest management workflows
Administered the backlog of customer enhancement requests and defects; coordinated with offshore development teams in accomplishing product backlogs
Partnered with go-to-marketing in facilitating in-depth training of all products for the global team members
Formulated a plan for the UI/UX project to boost customer experience of logging into the platform, while preparing effective reporting tools for customer to drive business success
Served as a point of contact for legal in terms of GDPR requirements that pertain to opting into email marketing
Presided over trainings for hotels and spas to maximize usage of guest management tool, while boosting property and ancillary revenue
Key Highlights:
Developed and managed new guest portal for hotels and customers, such as Wynn Resorts and IHG to be integrated into hotel booking engines that enabled guests to view their profile, set preferences, and avail any special promotions
Introduced a new email center utilizing MJML code base with simplified drag and drop email-building function used in transactional and marketing emails for hotels’ returning and new guests
Led efforts in re-launching the guest messenger product that can be either automated or manually used by the hotels to interact with guests during check-in/-out transactions, thus providing contact-free guest experience
Contributed key efforts in increasing the year-over-year retention rates of the product from 74% to 89%
Maximized upsell offerings that boosted revenue for hotels utilizing both the booking engine and guest management SaaS product
Improved hotel loyalty program to make more personalized with the hotel guest experience using the guest relationship management tool that provided recommendations based on guest loyalty tier, points, reservation history, and dollars spent
AUTOMOTIVEMASTERMIND NEW YORK, NY
Product Manager Jul 2016–Dec 2017
Set up strategic key performance indicators (KPIs) to effectively measure company’s improvement
Worked closely with all departments in creating and executing a company-wide go-to market plan
Conceptualized strategic solution across bicoastal development teams based on market requirements, product contracts, and positioning
Conceptualized subsidized monthly subscription and marketing prices with the Finance Department as well as with original equipment manufacturer (OEM) partners
Prepared marketing collateral in collaboration with the Brand Marketing Department to drive better brand positioning
Identified user requirements on products to meet customer expectations and maintain compliance with UI/UX specifications
Key Highlights:
Streamlined process in coordination with dealer’s Dealer Management System (DMS) and third-party data vendors to extract, transform, and load dealer’s sales, services, and inventory data
Successfully doubled revenue to $20M by being the lead product manager for the company’s cloud-based administration platform achieving two-fold increase in dealership onboarding within the Operations Department
Enhanced customer-facing product by utilizing third-party APIs from existing and new partners
Optimized software development procedures that decreased time spent on quality assurance and product issues
Generated dealer health reports to maximize and provide lectures on correct usage of the software which boosted sales of vehicles by the dealerships
Education:
Bachelor of Computer and Electrical Engineering Technology: Jun 2006
FARMINGDALE STATE UNIVERSITY, FARMINGDALE, NY
Skills:
Product Development Life Cycle Management
Process Improvement
Market Segmentation
Product Roadmapping
Software as a Service (SaaS)
New Product Launch
User Requirements Gathering
Change Management
Storytelling Marketing
Cross-functional Collaboration
Stakeholder Relations Management
Task Prioritization
Agile Methodology
SQL
Power BI
Heap Analytics
Balsamiq
JIRA
Figma
Miro
Mobile Software Tools
Salesforce
Additional Information:
Licenses and certifications
AWS Certified Cloud Practitioner
AWS Partner: Generative AI Essentials (Business)
Certified Scrum Product Owner
Pragmatic Marketing Certified – Level III
Master Certificate in Project Management
Awards and achievements
Mission Leadership Badge - May 2023
Employee of the Month - 2013
Candidate Contact Information:
JobSpider.com has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
|
|
|
|
|