Claudia Montenegro

Support operational execution and system enhancements across member-facing teams in a fast-paced financial services environment, with focus on implementation readiness, workflow improvements, and cross-functional coordination.

• Support rollout of new systems and product enhancements, including testing, validation, and post-implementation support to ensure successful adoption across teams
• Coordinate with cross-functional stakeholders to track project milestones, dependencies, and delivery timelines, ensuring smooth execution of operational initiatives
• Identify and resolve operational issues impacting member experience, partnering with internal teams to minimize disruption and improve service continuity
• Document and standardize workflows and procedures to improve consistency, training, and operational efficiency across teams
• Support readiness activities for new tools and process changes, ensuring frontline teams are prepared for updates impacting member interactions

Progressed through roles in customer experience, product operations, and product ownership within a fast-paced Agile environment, supporting cross-functional initiatives across Product, Engineering, Operations, and QA. Focused on driving execution, improving operational workflows, and supporting end-to-end product lifecycle delivery from roadmap planning through post-launch stabilization.

• Owned product operations for customer support and digital app initiatives, translating business and customer needs into clear requirements for Engineering and QA teams
• Managed and prioritized product backlog aligned to roadmap priorities, customer impact, and operational needs
• Led app release readiness activities including testing coordination, validation, deployment support, and cross-functional launch alignment
• Developed customer-facing and frontline enablement materials for app releases, ensuring support teams were fully prepared for new features and process changes
• Monitored post-launch performance, ensuring issues were triaged and resolved, and key learnings were captured for future releases
• Reduced customer-reported issues by 63% through issue resolution and cross-functional collaboration across Product, Engineering, and QA
• Supported acting Product Operations leadership responsibilities during team transitions, ensuring execution continuity and stakeholder alignment

• Led cross-functional initiative to consolidate directory assistance products into a single vendor solution, improving operational efficiency and customer experience
• Developed and executed end-to-end product roadmap with defined milestones, dependencies, and launch timelines across Product, Engineering, Operations, and vendor teams
• Owned launch planning and execution, identifying risks, resolving blockers, and ensuring delivery within scope, timeline, and budget
• Strengthened vendor coordination to ensure alignment on deliverables and successful product consolidation

• Led cross-functional team focused on improving product operations and customer experience across support workflows
• Partnered with Engineering and QA to identify, triage, and resolve product issues impacting 700K+ customers
• Reduced ticket resolution time by 80% through workflow improvements and collaboration enhancements
• Identified operational inefficiencies in subscription lifecycle processes contributing to $1M in cost savings