Casey Raim

Managing a globally distributed organization of managers and engineers responsible for:

• 24/7/365 coverage responding to reactive escalations and alerts as well as owning company-wide Major Incident Management, Change Management and Problem Management,
• Customer Experience focused application development to have visibility and tooling to provide world-class support to customers
• Automation at both fleet and corporate systems levels
• Evaluated existing procedures and made proactive adjustments to meet changing demands.

Highlights:

• Launched a unified automation platform backed by StackStorm in order to centralize and standardize automation. Eliminated seven of the top ten urgent alert types.
• Assumed ownership of Customer Experience support tooling. Data based feature development has allowed us to support capabilities closer to the customer or tier one support.
• Retooled all operations and support applications to support the migration of our customer fleet to a cloud agnostic kubernetes platform and successfully migrated over half of premium customers in the first year. These migrations will save WP Engine $4.3M in 2023.
• Incorporated an operations team from a previous acquisition and restructured our leadership in order to reduce duplicate work and to provide our engineers with more focused objectives.

• Managed a team of four product managers in the Platform organization. Facilitated coordination inside of our product line to help ensure that were are all striving toward a common vision that meets the needs of our current customers while supporting growth based initiatives. This included managing prioritization across the product line as well as developing OKRs and KPIs to ensure that our metrics were driving the desired business outcomes.
• Launched a new customer facing network architecture designed to reduce our bandwidth costs by 30% in partnership with Cloudflare. As of 2023, we are exceeding our cost savings expectations with this product.
• Launched a software development platform for our internal engineering teams built on Google's Anthos Service Mesh. As of 2023, the suite of systems has become the default platform on which all WP Engine APIs are built and is credited with reducing time to market of new applications by 50%.

• Senior Product Manager across multiple teams in the WP Engine Platform organization. Spent the year helping to shape product management practices in the org especially as relates to roadmap development, customer experience engagement and developing new products with metrics in mind as a first class citizen.
• Focused on data retention initiative for our Install Backups Service to reduce data storage costs in our AWS infrastructure by 50% without disrupting customer data needs.

• Was responsible for automation prioritization based on corporate prioritized and anticipated ROI.
• Team saved $4.8M in net new automation in 2018.
• Directly managed 19 person automation engineering team.

• Partnered with internal automation engineering teams to balance the priorities of a PCI required initiative with the ongoing business needs.
• Worked with the development teams and our SRE and DBA teams on improving the deployment model and performance characteristics of 12 year old software.

• Partnered with other product managers as well user experience to ensure that we were producing a consistent suite of internal applications. Was responsible for responding to feedback directly from users as well as data analytics to inform both the product and engineering short term roadmaps and long term strategy.
• Managed the transition of Rackspace's cloud ticketing platform off of Zendesk and onto an internally developed ticketing system.

• Workflow Implementation: Automated standard workflows of Audit and Tax practices using LiquidOffice.
• Managed and maintained the application and infrastructure for over 40 applications.