Summary
Overview
Work History
Education
Timeline
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Cassandra Dewey

Exeter,New Hampshire

Summary

Experienced product leader with established track-record for quality, impactful products for the business and customers.

Overview

12
12
years of professional experience

Work History

Group Product Manager

HubSpot
12.2021 - Current
  • Lead group to a successful cross-functional launch of the new Help Desk workspace and the Customer Success workspace, as well as many enhancements to the core help desk experience.
  • Hired and managed 8 product managers across two groups in Service Hub.
  • Developed the pricing strategy for the Help Desk workspace, and implementing a framework for product managers to follow.
  • Lead and executed on several org updates, including making hard tradeoffs and decommission missions to keep the team focused.
  • Maintain key stakeholder relationships across the various groups to enable work across groups.
  • Lead GTM efforts to enable two major releases and marketing campaigns.

Senior/Lead Product Manager

Hubspot
10.2018 - 12.2021
  • Developed the live chat product from the initial product release, by focusing on advancing the product to match industry market trends, like advanced targeting, embedding knowledge base search, launching additional channels like Facebook Messenger
  • Increased active users for live chat tool by 31%, resulting in increase in ~40% of unique visitors starting live chats.
  • Took on additional mission to focus on making admins successful in the Service Hub product.
  • Lead several cross-functional products, like simple automation for admins, enhanced service reporting, service level agreement (SLAs) for an internal project to get all of Hubspot using the live chat product, resulting in higher CSAT from our customers and a reduction in business costs.
  • Hired and managed 3 product managers, scaling them to successful product releases.
  • Developed help desk group product strategy, pitched to leadership and got funding to develop the strategy.

Product Manager

Lovepop
07.2017 - 09.2018
  • Redesigned customer experience by implementing core self-service features, such as product images, editor capabilities, order management and payment. Features improved order conversion by 5000%.
  • Supported A/B testing of landing pages to increase conversion by 100% for targeted campaigns.
  • Conducted user testing to define user personas and prioritize feature development.
  • Developed short-term and long-term roadmap for the custom platform, which includes multiple line of businesses.
  • Led team of five engineers to deliver on roadmap.
  • Learned SQL to enable analysis, define core metrics for the business, and build dashboards for stakeholders to understand health of the business.
  • Participated in forecasting exercise for the wedding business to present to the board and define our 2018 metrics.
  • Defined, tested and implemented email retention strategy, leading to a change in order distribution from older cohorts from 1% to 13% positively impacting CAC.
  • Partnered with business lead to define B2B personas for a new business line, build short term roadmap and identified tests to run to determine new product features.

Digital Product Manager

Liberty Mutual Insurance
11.2016 - 07.2017
  • Developed the digital claims Business to Business product roadmap to achieve strategic business KPIs, with development budget of 1.3 million dollars out of 8 million dollar total digital claims budget.
  • Launched new insurance professional online reporting portal that is on target to result in a reduction of 20,000 incoming phone calls, saving over $250,000.
  • Supported the implementation of a new architectural framework-instilling test automation, blue/green deploys and CI/CD. This is the first team to achieve this goal in the department.
  • Coached team to incorporate progressive agile practices, such as rolling planning, validated learning stories, team health check, and pre-mortem.
  • Conducted minimal viable product approach leveraging de-risking activities, such as, usability testing, validated leanings and A/B testing approaches.
  • Partnered with diverse business stakeholders to move an offline process completely online in 2 months; including updates to the phone queue, call-center process, and quality control, increasing customer adoption by 320%.

Lead, Business System Projects

Liberty Mutual Insurance
12.2015 - 11.2016
  • Business systems lead for two key strategic products; responsible for testing, business analyst resourcing and management of 5 analysts. Partnered with the product owner to influence direction and vision for half of the overall portfolio budget, 2 million dollars.
  • Team exceeded business KPIs resulting in superior customer experience as measured by the following metrics: critical first notice of loss application adoption increased by 250%, increase in mobile conversion by more than 65%, claim status call handle time reduced by 14%, and overall NPS improved.
  • Coached team to replace manual testing and requirements with behavior driven development (BDD). Spearheaded the BDD pilot across the department and worked with teams throughout the portfolio ending in an adoption of over 90%.
  • Selected to participate in a pilot development scrum team that would work on adopting customer centric practices, such as zero based design workshop, utilizing and creating personas, customer journey mapping and minimal viable product methodology, in an effort to enhance the customer experience and target a key business metric of reducing status calls.
  • Leveraged lean start up methodologies, to identify experiments that would help prove the business case and customer demand to prioritize future features.
  • Coordinated and facilitated quarterly planning session portfolio, organizing team quarterly commits, guest speakers and team lightening rounds to increase communication and awareness.

Business Systems Analyst (BSA I, BSA II, Sr. BSA)

Liberty Mutual Insurance
03.2012 - 12.2015

Education

Bachelor of Science - Political Sciene

Saint Michael's College
Colchester, VT
2007

Timeline

Group Product Manager

HubSpot
12.2021 - Current

Senior/Lead Product Manager

Hubspot
10.2018 - 12.2021

Product Manager

Lovepop
07.2017 - 09.2018

Digital Product Manager

Liberty Mutual Insurance
11.2016 - 07.2017

Lead, Business System Projects

Liberty Mutual Insurance
12.2015 - 11.2016

Business Systems Analyst (BSA I, BSA II, Sr. BSA)

Liberty Mutual Insurance
03.2012 - 12.2015

Bachelor of Science - Political Sciene

Saint Michael's College

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Cassandra Dewey