Associate Product Manager Resume

SUMMARY

Associate Product Manager with a history in customer experience management and new client enablement.
Skilled in collaborating with clients and team members to achieve organizational objectives.
Instrumental in streamlining and improving processes, enhancing productivity, and implementing technology solutions.
Expert organizer and team leader with the capacity to solve problems creatively at all organizational levels.
Technical proficiency in Confidential payroll management systems and several recruiting applicant tracking systems.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential

Associate Product Manager

Responsibilities:

Manage the end - to-end product development cycle, including: discovery, user research, design prototyping, user validation, release communication and product training.
Reduced the amount of time account managers spent addressing data-change requests from clients by 90% within first six months of overseeing Scout’s contingent workforce product through product enhancement.
Worked with UX to design a new timekeeping entry method that reduced the amount of customer support tickets from timesheet users by 20%.
Acted as main product liaison with clients and internal stakeholders, translating business needs into feature and function requirements.
Acted as product owner and led agile team of software developers and UX designers for Scout’s contingent hiring solution.
Scout’s Pendo owner, advocating for training, usage and rolled out Scout’s resource center through integration between Pendo and Zendesk.

Customer Experience Manager

Confidential

Responsibilities:

Managed and provided customer service for Scout’s permanent and contingent vendor management solution.
Implemented new customer service structure that helped see an increase in our NPS score of five points within three quarters.
New client integration or customer enablement: manage process of on-boarding client through our product’s integration offering with various client specific ATS’s like Workday, Kenexa BrassRing, SuccessFactors, iCIMS, Taleo Enterprise and Business Editions.
Trained, managed, and transferred knowledge to all existing members on customer experience team.
Acted as a liaison between client or internal associates and product management team with a consultative approach to understand the core issue or problem, basing recommendation on product enhancement or internal process improvement amongst teams through excellent communication.

Customer Experience Technical Executive

Confidential

Responsibilities:

Implementation of integration between Scout and client partner’s application tracking system.
Provide service delivery and change management to clients through training on product, features and recent product releases.
Conduct and facilitate monthly internal company meeting to present product feature releases.
Design internal/external training materials and standard operation procedures (SOPs).
Client engagement initiatives: based on client data from Tableau and through our NPS data, host client round-tables with product management to share and triage product feedback.
Manage client requests or issues through CRM systems: Salesforce, Zendesk.

Confidential, Elk Grove, IL

Human Capital Management Consultant

Responsibilities:

Generated customized human capital management solutions for large corporate clients.
Consultative approach regarding payroll, tax, legislative updates and operating procedures: Liaison between internal partners who specialized in benefits, human resources, tax and time and labor management for effective solution outcomes for clients utilizing Confidential Vantage HCM.
Facilitated weekly status calls with client stakeholders to share updates through other team members on outstanding service requests and or progress of specific projects.
Reviewed business processes and advised clients on system services available within the Confidential Vantage HCM application.