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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

  • Product Management
  • Human Capital Management
  • Team Leadership
  • Story Writing
  • Payroll
  • Project Management
  • SaaS Implementation
  • HRIS Technologies
  • Training & Mentorship
  • Customer Advocate
  • Net Promoter Score (NPS)
  • Agile Methodology

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.

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