Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

David Arroyo

Tampa,FL

Summary

Strategic Product Manager and Development Leader with 8+ years of experience delivering internal tools and AI-driven solutions at enterprise scale. Proven track record of leading cross-functional teams, managing roadmaps, and deploying automation that improves productivity, case deflection, and operational efficiency across global Support, Services, Implementation, and CX teams.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Sr. Product & Development Manager

Dayforce
04.2022 - Current
  • Dual role as Product Manager and Development Leader, overseeing roadmap, backlog, execution, and stakeholder alignment across internal tools used by 4,000+ global employees in Support, Services, Implementation, and CX.
  • Lead a 20-person team of developers and business analysts, delivering internal products that streamline operations, reduce cost-to-serve, and scale with organizational growth.
  • Designed and launched an agent-facing AI chatbot with 10,000+ daily interactions, significantly increasing deflection, reducing cycle time, and improving both agent and customer experience.
  • Led the complete redesign of the customer intake experience using AI to automate case categorization, optimize routing, and enable self-service deflection—resulting in improved cycle time, higher case accuracy, and an increase in NPS.
  • Own vendor engagement, leading exploratory and solution design calls with third-party platforms; responsible for scoping requirements, defining project plans, and coordinating integration activities from discovery to delivery.
  • Partner cross-functionally with senior leaders in Support Ops, Professional Services, L&D, Product, and Engineering, and IT to identify high-impact opportunities, prioritize development, and ensure adoption of internal platforms.
  • Deliver measurable improvements in productivity, automation, efficiency, and cost reduction through scalable, AI-enabled solutions.
  • Tools: Jira, Figma, Postman, SQL, Power BI, GitHub, Confluence, Vercel, Azure

Advanced Solutions Manager

Dayforce
07.2020 - 04.2022
  • Led Dayforce’s final-tier support team, responsible for solving the most complex and escalated platform issues across clients.
  • Created and scaled a badging and education program to define platform standards, promote career growth, and improve onboarding and technical enablement across global Support and Services teams.
  • Designed targeted learning tracks in collaboration with L&D, enabling faster SME development and improved early-tier resolution rates.
  • Leveraged Power BI dashboards and support data to proactively identify trends, reduce repeat cases, and build deflection strategies through training and internal tooling.
  • Acted as the key operational link between escalated support and upstream Product & Engineering for long-term issue resolution.

Sr. Application Analyst

Dayforce
05.2017 - 07.2020
  • Delivered advanced platform support across Dayforce modules including HR, Payroll, and WFM, resolving complex configuration and data issues for enterprise clients.
  • Wrote and executed complex SQL scripts for data validation, troubleshooting, and data manipulation, enabling faster root-cause analysis and cleaner resolutions.
  • Used XSLT and XML to support custom integrations and transform structured data across internal tools and external systems.
  • Partnered with Product and Development teams to escalate platform gaps and contribute to long-term improvements.
  • Authored internal documentation and early process automation to support SME onboarding and knowledge sharing.

Genius

Apple
06.2014 - 11.2017
  • Delivered front-line technical support and customer education at the Genius Bar, resolving hardware and software issues with a focus on user experience and empathy.
  • Strengthened diagnostic and communication skills while maintaining Apple’s high bar for customer satisfaction.

Education

Bachelor of Science - Information Technology

University of South Florida
Tampa, FL
11-2017

Skills

  • Product Roadmapping
  • Backlog Prioritization
  • Cross-Functional Leadership
  • AI
  • SQL
  • Figma
  • Jira
  • XSLT/XML
  • Scrum
  • Agile

Certification

Certified Scrum Product Owner (CSPO)

Apple Certified Mac Technician (ACMT)

Apple Certified iOS Technician (ACIT)


Timeline

Sr. Product & Development Manager

Dayforce
04.2022 - Current

Advanced Solutions Manager

Dayforce
07.2020 - 04.2022

Sr. Application Analyst

Dayforce
05.2017 - 07.2020

Genius

Apple
06.2014 - 11.2017

Bachelor of Science - Information Technology

University of South Florida

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