Brian Frank
Columbus,OH
Summary
Creative & user-focused, Product and E-Commerce leader with 20 years of experience increasing revenues and launching innovative products and features. Doubled sales at AC Lens from $25M to $50M and delivered 20%+ annual growth at National Vision. Expertise working with internal and external Agile Engineering teams and coaching Product Managers. Deep experience in generative AI and prompt engineering.
Overview
20
20
years of professional experience
Work History
Director, Delivery & Customer Success
WillowTree / Fuel iX
Columbus, OH
10.2024 - Current
- Spearheaded design and delivery of enterprise GenAI solutions for TELUS and TELUS Digital, including intelligent assistants and automated workflows that addressed internal efficiency and customer service enhancements.
- Collaborated closely with cross-functional teams—Product, Engineering, and UX—to prioritize use cases, develop copilots, and integrate AI copilots into business-critical applications with a focus on seamless user experience.
- Authored system prompts and tuned GenAI copilots for contact center scenarios, leading to 30–40% reductions in average handle time and improved customer sentiment.
- Established scalable support programs and Customer Success operations, aligning service delivery with evolving product innovation and platform performance standards.
- Evangelized ethical AI practices by ensuring fairness, transparency, and accountability in the development lifecycle of AI-powered features.
VP E-Commerce, Principal Product Manager
National Vision
Columbus, OH
12.2020 - 01.2024
- Spearheaded product operations and lifecycle management across a suite of digital products, aligning initiatives with company growth goals and customer insights to drive over 20% YoY revenue growth.
- Instituted a structured framework for product portfolio management and roadmap planning, balancing short-term delivery efficiency with long-term strategic investments.
- Leveraged product analytics and user research to drive prioritization, resulting in a 30%+ increase in repeat online purchases through deeper customer personalization and integration with in-store systems.
- Developed executive-ready reporting dashboards to track key KPIs including adoption, conversion, and NPS, enabling data-informed decisions across senior stakeholders.
- Championed operational excellence by revamping cross-functional collaboration practices between Product, Engineering, UX, and Marketing, improving time-to-market and team velocity.
VP E-Commerce, Digital Experience
AC Lens
Columbus, OH
01.2016 - 11.2020
- Led E-Commerce and product strategy across a $50M business unit, scaling operations by implementing rigorous data-driven product planning processes that aligned investment with customer impact.
- Owned product lifecycle end-to-end, from ideation through GTM, establishing repeatable methodologies for experimentation, usability testing, and user-centered design.
- Built and mentored a cross-functional team spanning Product Management, UX, Marketing, and Analytics, instilling a culture of continuous improvement and rapid iteration.
- Drove customer retention through personalized experiences, subscription services, and CRM enhancements, increasing repeat purchases by 20%+ through integrated retention programs.
- Collaborated with Engineering and Customer Support to define scalable solutions and support models, reducing friction points and improving customer satisfaction.
VP Digital Product & Experience
AC Lens
Columbus, OH
01.2012 - 12.2015
- Improved website conversion rates by 10% over this period, using data analysis and on-going split testing experiments and conversion rate optimization.
- Launched custom-built responsive B2C E-Commerce platform delivering product and features to power 15 contact lens and glasses websites in 2015.
- Established our Product Management and UX processes, and defined the strategy for our front-end code and infrastructure, focusing on reusable components, improving developer productivity.
- Defined product strategy, conducted user research, wrote product requirements and user stories, prioritized features and worked closely with engineering in an Agile environment, managing software delivery through the full lifecycle.
- Led high-profile project to take over contact lens distribution for Walmart and Sam's Club partnerships and delivered E-Commerce websites and the operational changes to support a large increase in volume in 72 days.
- Led experience design, executed design sprints, journey mapping, user interviews, usability testing, and quantitative research to make data-driven product decisions.
General Manager & Partner
PCPD/Rampage Sports
Columbus, OH
01.2006 - 12.2011
- Launched ThisShirtRocks.com in 2006, and designed website, shirt graphics, all marketing and strategy.
- Launched BaseballRampage.com in 2007, selling sports equipment, and built out retail store, assortment, and website, and managed operations, order fulfillment, inventory management, and supply chain.
- Grew revenues from $0 to $5M by 2012, while maintaining P&L responsibility by optimizing website conversion, paid marketing, retention, pricing, and assortment.
- Launched Rampage Rewards loyalty and referral program, resulting in a 10% increase in 1x to 2x customer retention.
Education
MBA - Marketing
Capital University
BA - Mass Communications
The Ohio State University
Product Strategy Micro Certification - undefined
Product School
Skills
- Creative
- User-focused
- Product leadership
- E-Commerce leadership
- Revenue growth
- Innovative product development
- Sales growth
- Agile Engineering
- Coaching
- Product Management
- Generative AI
- Prompt engineering
Personal Information
Title: Product, AI
Timeline
Director, Delivery & Customer Success
WillowTree / Fuel iX
10.2024 - Current
VP E-Commerce, Principal Product Manager
National Vision
12.2020 - 01.2024
VP E-Commerce, Digital Experience
AC Lens
01.2016 - 11.2020
VP Digital Product & Experience
AC Lens
01.2012 - 12.2015
General Manager & Partner
PCPD/Rampage Sports
01.2006 - 12.2011
MBA - Marketing
Capital University
BA - Mass Communications
The Ohio State University
Product Strategy Micro Certification - undefined
Product School
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