Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager
Cliff Naylor

Cliff Naylor

Dallas,TX

Summary

Seasoned Sr Product Development Manager offering over 10 years of IT industry success. Expert in obtaining optimal results during the product development process, meeting KPI,s with a proven track record of having increased company benefits of over 1.5 million dollars annually. Accomplished at leveraging past lessons to inform future decision-making.

Overview

10
10
years of professional experience

Work History

Sr. Product Manager & Development Manager

AT&T – Telecommunications
07.2021 - Current
  • Leveraged cost savings opportunities to utilize benefits of automating manual processes using Back office in Digital Automation concept to design throughout project lifecycle
  • Manages collaboration and communication with cross-functional teams—including 3rd party vendors (internal/external), to ensure teams have is needed to work effectively
  • Provides cross-functional leadership, most notably between engineering teams, sales, marketing, and support for meeting demands of work identified
  • Works with stakeholders to develop and deploy proof of concepts (POC) for identifying future development and revenue opportunities for automation
  • Accountable for setting product vision and strategy that delivers unique value based on customer/stakeholder demands to help expedite development efforts
  • Created/designed and managed Conversational AI models for developing outbound communication opportunities with AT&T customers across sales and service platforms
  • Liaison between business stakeholders at all levels and development teams for facilitating conversations to meet project objectives
  • Responsible for developing and defining capabilities, features and requirements in Jira Align for ongoing development across billing platform
  • Responsible for oversight of development efforts of Google CCAI Outbound Communications platform from concept to implementation
  • Defines KPIs for purpose of estimating and measuring successes and failures
  • Responsible for managing and implementing activates to facilitate obtaining benefit of work
  • Works with project teams to develop BOTs, use APIs to automate activities used by call centers, audit departments and other areas where automation is possible
  • Communicated project strategies to all relevant partners/stakeholders
  • Responsible for regularly and systematically using data to uncover opportunities, track product performance, and drive decision making
  • Performs detailed analysis of new opportunities to automate manual processes
  • Liaison between project teams and senior leadership in order to ensure retainment of product vision
  • Assisted development teams to remove impediments, provide test data and resolve issues that could impede development process
  • Provides training documentation in addition to facilitating training sessions for products launched into production
  • Updated and managed capabilities and features in Jira Align and communicated deployment dates to senior leadership
  • Incorporated product changes into marketing messages to drive customer engagement and maximize profits.

Sr. Product Manager & Development Manager – Digital

AT&T, Artech Technical Solutions Group
05.2020 - 07.2021
  • Responsible for managing projects in Digital Automation space from concept to design throughout project lifecycle
  • Utilized lessons learned and KPIs to identify successes or failures for current and future development opportunities
  • Works with project teams to develop BOTs, use APIs to automate activities used by call centers, audit departments and other areas where automation is possible
  • Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
  • Manages collaboration and communication with other teams, both internal and external, to ensure teams could work efficiently and effectively
  • Provides engagement and leadership and direction whenever 3rd party vendors were engaged in development efforts
  • Works with stakeholders to develop and deploy Product Prototypes for identifying future development opportunities
  • Provides cross-functional leadership, most notably between engineering teams, sales, marketing, and support for purpose of meeting demands of work identified
  • Communicated project strategies to all relevant partners/stakeholders
  • Performs detailed analysis using data of new opportunities to automate manual processes
  • Regularly used to uncover opportunities, track product performance, and drive decision making
  • Responsible for managing and implementing activates to facilitate obtaining benefit of work
  • Provides training documentation in addition to facilitating training sessions for products launched into production
  • Responsible for developing and defining capabilities, features and requirements in Jira Align for ongoing development work across billing platform.
  • Managed product demonstrations and testimonials for performance evaluation

Sr. Solutions Product Owner

Metro by T-Mobile, T-Mobile Wireless
08.2019 - 04.2020
  • Serves as business initiator in fast-paced environment to support, on-time plans and features for billing platform while supporting optimization efforts to deliver products to production in short time frames.
  • Launched new products in tight timelines in order to meet contractual mandates for large-scale joint venture between T-Mobile and 3rd party vendor to increase sales with wireless customers by 32%.
  • Managed onboarding business partnerships to T-Mobile billing platform for subscriptions to ensure alignment with T-Mobile product design.
  • Decomposed user stories and engaged appropriate teams to enable design planning and prioritization.
  • Reviews project design artifacts for consistency and completeness
  • Provided improvement recommendations and coordinated with business teams to make updates to upper funnel pages for plans and features. coordinate solutions across all impacted systems including customer account maintenance UIs, web, point of sale, billing, middleware, handset applications, IVR, product catalogs, and data warehouses.
  • Participates in JAD/working sessions for defining user story and other requirements to make process improvements to front end user billing requirements.
  • Manages future portfolio and enhancement backlog for structuring work initiatives appropriately and effectively.

Senior Product Marketing Manager

AT&T
07.2017 - 03.2019
  • Provided leadership to development teams when potential enhancements were uncovered during analysis to ensure product or initiative were properly handed off where applicable.
  • Support Wireless plans and Features to optimize sales opportunities for both in store and online which resulting increased sales by 37%
  • Developed and sustained associations with clients in essential vertical business sectors to help manage continuous growth opportunities.
  • Provide scope of work for on myAT&T App, sales and service experiences, account management, in-app advertising and geo location relevant experiences, app adoption, push notifications, and overall ideation and development for mobile app experiences.
  • Provided leadership to BA team in multiple cities—performing at all levels, global telecommunications company for purpose of increasing sales and service customer satisfaction results.
  • Championed defect governance for plans and features to ensure timely resolution in order to maintain and increases customer engagement by 27%
  • Responsible for facilitating improvements to AT&T Customer Portals for developing and implementing enhancements and production fixes for desktop and mobile experiences.
  • Responsible for recommending improvements and coordinating with business teams to make updates to upper funnel pages for plans and features.
  • Participates in JAD/working sessions for defining user stories and to make process improvements to front end user billing requirements.
  • Managed and utilized SharePoint for managing teamwork initiatives, reporting and team related documentation and reporting.
  • Serves as business initiator for work efforts to support Wireless plans and Features and Optimization efforts in order to support increasing customer engagement across desktop and mobile platforms.
  • Monitor Latency and performance KPIs for recommending improvements across entire outbound platform.
  • Developed and implemented strategies to optimize product performance across all phases of product lifecycle, from launch to distribution.
  • Oversaw product development, marketing and launches in order to obtain maximum benefit as projected.

Senior Business Analyst / Product Manager

AT&T
02.2016 - 12.2017
  • Responsible for developing and maintaining detailed business processes for business managers, business partners and development teams to deliver detailed business requirements on time and within budget.
  • Effectively supervised team performance by implementing measurable metrics to assess delivery of requirements.
  • Provided leadership to Business Analyst in multiple cities—performing at all levels, for global telecommunications company for increasing sales and service customer satisfaction results.
  • Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-centric delivery team.
  • Created and managed user stories for desktop and mobile applications for front-end billing impacts to AT&T wireless and home solution B2C customers for enhancing customer experience.
  • Utilized JIRA to obtain detailed information regarding project objectives and initiatives.
  • Responsible for facilitating improvements to desktop and mobile customer portals for developing and implementing enhancements and production fixes for desktop and mobile experiences.
  • Participated in providing analysis and requirements to launch a Card Based Overview (CBO) interaction model for the purpose of providing customers with a user-friendly experience to view and manage their accounts myAT&T for Billing, Wireless, DirecTV and other products associated with company products.
  • Liaison between business and technical staff at all levels to maintain and perform enhancements for maintaining and building ecommerce business processes for enhancing customer experience across billing platforms.
  • Performed analysis and impact of changes to systems and processes and development business requirements definitions to ensure alignment across teams.
  • Built vendor/client relationships across multiple lines of business to increase engagement opportunities.
  • Provided up-to-date project statuses in SharePoint for purpose of providing at-a-glance visibility team leadership and senior managers.
  • Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
  • Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
  • Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts in order to obtain definition of ready.

Senior Product Manager Consultant

Trinity Industries, Inc, ASAP Solutions Group
11.2015 - 02.2016
  • Rail Car Management and Leasing liaison between departmental end-users, technical analysts, information technology analysts, consultants and other organizations to ensure alignment regarding maintenance in Railcar Leasing Group
  • Maintained and manage relationships with customers and leadership teams at all levels and interacted with business contacts and third-party vendors as appropriate, to define and document customer business functions and processes
  • Analyzed feasibility of, and developed requirements for, new systems and enhancements to existing systems and ensured system design was in alignment with stakeholder visions
  • Identified opportunities for improving business processes through information systems and/or non-system driver changes to develop new systems and/or operational changes
  • Provided attention to detail, as well as outside-of- the-box thinking and wrote detailed specifications and analyze business processes, and functions
  • Facilitate JAD sessions and managed cross-functional project teams and stakeholders to ensure accuracy during E2E development phases
  • Performed analysis of user needs and translate systems functionality, as well as aid with necessary steps required to develop solutions
  • Manage project scope and requirements through development lifecycle
  • Identified training opportunities and assisted in developing policies and procedures along with training materials to clarify issues and increase accuracy and timeliness of processing
  • Provided leadership to development teams to support and resolve issues and problems uncovered during analysis
  • Performed user acceptance testing and testing of new system functionality post development
  • Managed development life cycle with Business Systems groups to manage system changes and conduct system and regression testing.

Product Management Consultant

AT&T, AustinCSI
04.2013 - 11.2015
  • Responsible for developing and maintaining detailed business processes for business managers, business partners and development teams to deliver detailed business requirements
  • Created and managed user stories in Rally for both desktop and mobile applications for front-end billing impacts to AT&T wireless and home solution B2C customers
  • Utilized JIRA to obtain detailed information regarding project objectives and initiatives
  • Responsible for facilitating improvements to myAT&T and m.myAT&T for developing and implementing enhancements and production fixes for desktop and mobile experiences
  • Acts as liaison between business and technical staff at all levels to maintain and perform enhancements for maintaining and building ecommerce business processes
  • Acted as liaison between management, business partners, and development team to deliver detailed business requirements
  • Assess impact of changes to systems and processes and development business requirements definitions
  • Led JAD/working sessions decomposing features and user stories to ensure gaps were identified as early as possible to make process improvements to front end user billing requirements
  • Built vendor/client relationships across multiple lines of business to ensure alignment across development platforms
  • Provided leadership as working Business Analyst to functional business analysts in multiple cities—performing at all levels, to increase sales and service customer satisfaction results
  • Developed and administered training as part of onboarding to new hire Business Analysts and Interns to ensure compliance regarding company values and goals.

Education

Bachelor of Science - Information Technology

University of Phoenix
2005

Skills

  • Product Manager/Owner
  • Business Recovery and Sustainability
  • Digital Automation
  • Product Development
  • Fraud Detection
  • Requirements Traceability Matrix (RTM)
  • System Integration Testing
  • Customer Experience Control
  • Release Planning
  • Business Process Mapping
  • Scrum Methodology
  • Methodology Implementation
  • Business Solution Development
  • SQL
  • Information Flow Management
  • Product prototypes

Timeline

Sr. Product Manager & Development Manager

AT&T – Telecommunications
07.2021 - Current

Sr. Product Manager & Development Manager – Digital

AT&T, Artech Technical Solutions Group
05.2020 - 07.2021

Sr. Solutions Product Owner

Metro by T-Mobile, T-Mobile Wireless
08.2019 - 04.2020

Senior Product Marketing Manager

AT&T
07.2017 - 03.2019

Senior Business Analyst / Product Manager

AT&T
02.2016 - 12.2017

Senior Product Manager Consultant

Trinity Industries, Inc, ASAP Solutions Group
11.2015 - 02.2016

Product Management Consultant

AT&T, AustinCSI
04.2013 - 11.2015

Bachelor of Science - Information Technology

University of Phoenix

Similar Profiles

CREATE PROFILE
Cliff Naylor