Open To Work
Hi, I’m
ASHLEY TARNOW
Los Angeles,CA
Summary
Accomplished product management leader specializing in identity transformation and cross-functional team collaboration. Proven ability to drive customer experience enhancements and achieve measurable results, including millions in savings and substantial user adoption. Pursuing a Senior Product Manager role to further advance product innovation and strategy.
Overview
20
years of professional experience
2
Certifications
Work History
AT&T
Lead Product Technology Manager - Identity
01.2023 - Current
Job overview
- Owned and presented end-to-end strategy and then delivered the Identity Data Service API, enabling front-end apps to act intelligently on identity attributes and reducing duplicative API call costs by over $500k.
- Spearheaded AT&T's enterprise-wide Identity evolution, defining a unified strategy that builds relationships with individual line users as opposed to account owners only across all business channels.
- Facilitated cross-functional Identity Governance Council sessions, enhancing alignment and expediting adoption of identity capabilities across five organizations.
- Drove CX/EX enhancements across Mobility Returns, Unlock flows, and Broadband Human Assist Transformation-reducing friction and improving customer outcomes and saving millions of dollars in stolen devices.
- Applied Tableau for analytics and performance metrics, driving data-informed decision-making.
- Redesigned Customer Listening Sessions into 150 attendee interactive forums recognized organization-wide for insights and measurable improvements.
- Developed executive-level reports and presentations, showcasing capabilities and strategic opportunities with actionable recommendations.
AT&T
Sr. Lead Product CX - Salesforce Transformation
01.2021 - 01.2023
Job overview
- Directed and executed the EX design and delivery of Salesforce Agent Buy Flows for a new Internet Air product, contributing to a successful product launch with over 1 Million subscribers added.
- Transformed Broadband product by shaping requirements and design flows for Fiber and DSL through data-driven insights.
- Conducted large-scale customer research to identify CX pain points and influence roadmap decisions.
- Bridged Product, Design, Engineering, and GTM to ensure alignment across multiple workstreams.
AT&T
Sr. Lead UX Design - Troubleshooting
01.2019 - 01.2021
Job overview
- Delivered redesigned troubleshooting flows based on data insights and user journeys, improving overall user satisfaction.
- Developed video troubleshooting UX for self-care and agent-assisted journeys, enhancing user experience and contributing to 2% increase in NPS.
- Partnered with business, data analysts, and engineering to align objectives and streamline execution.
Directv
Lead UX Design
01.2011 - 01.2019
Job overview
- Designed interactions for set-top box, mobile app, and remote across hardware and software products in a complex media environment, enhancing user engagement.
- Managed and mentored a team of four UX designers, fostering skill development and collaboration.
- Collaborated with Revenue & Marketing as the UX liaison to align product intentions with UX needs.
- Guided UX through Agile transformation, transitioning from waterfall to SAFe for Teams, improving project adaptability.
- Earned 2 patents by creating a new language model for voice searches.
National Football League
Information Architect
01.2008 - 01.2011
Job overview
- Unified 32 NFL Club Sites under single CMS platform, streamlining content management and enhancing user experience.
- Enhanced CMS admin usability by 50% through collaboration with PMs and developers, improving user satisfaction and operational efficiency.
- Conducted 5 rounds of usability testing to validate designs for NFL.com and Club Sites.
- Deliverables included wireframes, user flows, requirements, and design presentations.
- Aggregated marketing and advertising onto shared platform, optimizing resource allocation and maximizing cost efficiency.
Move Inc
User Experience/Interaction Designer - Consumer
01.2007 - 01.2008
Job overview
- Designed user interfaces that increased engagement by 12%, enhancing flow efficiency.
- Developed wireframes, flows, and sitemaps for successful redesign initiatives.
- Redesigned primary online marketing/sales tool for seamless CMS integration.
Walt Disney Parks & Resorts Online
Information Architect
01.2006 - 01.2007
Job overview
- Created wireframes, flows, and sitemaps to enhance user navigation across multiple digital properties.
- Conducted end-to-end usability testing (moderation, analysis, reporting) using Morae.
- Partnered with content, copy, and design teams to ensure cohesive user experiences across projects.
Education
California State UniversityNorthridge, CA, USA
Master of Arts from Human Factors Psychology
05-2006
University of CaliforniaSanta Barbara, CA, USA
Bachelor of Science from Biopsychology
06-2004
Skills
- Product strategy
- Product management
- Product innovation
- Product modernization
- Roadmaps
- Delivery
- Adoption
- User experience design
- Experience design
- Design thinking
- Data analysis
- Data analytics
- Technology outcomes
- Platform evolution
- Cross-functional alignment
- Cross-functional collaboration
- Stakeholder engagement
- Business insights
- Executive decks
- Executive presentations
- Problem solving
- Team leadership
- Communicator
- Effective communication
- Critical thinking
- Adaptive thinking
- Storytelling
Accomplishments
- Redesigned Strategy Sessions: Stakeholder engagement and participation advanced by 75%.
- Spearheaded Identity Evolution: Achieved a 13% increase in product adoption rate with new identity insights.
- Salesforce Transformation: Successfully integrated Salesforce leading to 20% faster agent response times.
- Salesforce Subscriber Growth: Added over 1 million subscribers via Salesforce Agent Buy Flow launch.
- API Cost Reduction: Reduced API call costs by over $500k through Identity Data Service API implementation.
Certification
SAFe Agile Product Manager Certification
Work Preference
Job Search Status
Open to workSalary Range
$45000/yr - $200000/yrTimeline
Lead Product Technology Manager - Identity
AT&T
01.2023 - Current
Sr. Lead Product CX - Salesforce Transformation
AT&T
01.2021 - 01.2023
Sr. Lead UX Design - Troubleshooting
AT&T
01.2019 - 01.2021
Lead UX Design
Directv
01.2011 - 01.2019
Information Architect
National Football League
01.2008 - 01.2011
User Experience/Interaction Designer - Consumer
Move Inc
01.2007 - 01.2008
Information Architect
Walt Disney Parks & Resorts Online
01.2006 - 01.2007
California State University
Master of Arts from Human Factors Psychology
University of California
Bachelor of Science from Biopsychology