Derek Baker

• Lead a team of 3 product managers and 3 business analysts responsible for 10 scrum teams that support and enhance that company's proprietary sales metrics, commissions, and reporting systems
• Collaborated with 4 separate business units to set budgets and priorities for the company's 24-month technology and digital experience roadmap
• Planned and executed 2 successfully enterprise-wide rollouts with marketing, operations, business-stake holders, and committees
• Co-created and launched 2 Gen-AI pilot projects that solved for improved searching of vast knowledge bases and accelerated servicing of customers.

• Acted as product lead for 5 scrum teams that support and enhance that company's proprietary production metrics and recognition systems
• Developed 5-year product visions for several core user journeys
• Led generative AI proof of concept projects using OpenAI and Anthropic LLMs
• Led cross-functional teams for successful product launches, resulting in increased market share.
• Redesigned mobile app that allows financial advisors to see their past and projected commissions along with their practices production and recognition
• Built Power BI dashboards for senior leadership team, home office teams, and field offices.
• Co-created customer experience enhancements with financial advisors, business stakeholders, development teams, and design partners
• Collaborated with system architects and engineering teams to drive technology modernization efforts including the creation of a unified data platform
• Supported launches of 7 new insurance and investment products

• Constructed roadmaps and led prioritization for one of the company's core enterprise platforms (Club Automation) which led to 20% year-over-year growth from 2019 to 2021
• Led 3 fully remote, agile development teams with 24 engineers, 2 UX Designers, and 5 Testers (India, Russia, Czech Republic, and the USA)
• Designed no-code tools that allowed customers to self-service all of their data needs
• Helped author the data warehouse strategy and transformation logic for one of the company's core platforms
• Conducted market and customer research in support of a new platform to service campus and community recreation facilities (Rec Automation)
• Collaborated with Marketing and Service teams on go-to-market strategies and customer adoption goals
• Coordinated with Sales and Marketing teams to develop data-driven pricing and contract models for new products
• Created and defined the process for customer feedback groups and early adopter programs
• Directed cross-functional teams in charge of transitioning customers to the newest version of Club Automation
• Guided teams through technology stack improvements including deploying the first microservices and GraphQL APIs on the platform
• Managed the transition and project plan to move customers and the platform to a new credit card/ACH payment processor

• Built out and ran a cross-functional organization comprised of over 70+ team members including data engineers, data analysts, project managers, product consultants, trainers, and customer service advocates that was tasked to improve the customer onboarding journey
• Eliminated a backlog of over 70 onboarding projects (8+ million in annual revenue) and improved the average time from close to launch from 10.3 months to 3.1 months (332% improvement)
• Recruited and grew a professional services department from 6 to 41 team members in less than 10 months
• Built an accelerated internal onboarding process to quickly ramp team members into new positions
• Designed new membership and contract functionality
• Deployed a PMO model along with a conversion to Salesforce which allowed the team to scale and meet the growing demand for the product
• Improved customer satisfaction scores (CSAT) to 9.1 and net promoter scores (NPS) to 55
• Designed custom reports for enterprise-level clients using Microsoft SSRS
• Redesigned project roadmaps and standard operating procedures to help shorten the time from kickoff to launch by 17% (12 weeks to 10 weeks)
• Helped rewrite customer contracts with sales team to aide in revenue recognition and decreased scope creep
• Released over 20 self-paced training courses, 30+ training manuals, and more than 400 knowledge base articles
• During the COVID-19 pandemic, pivoted the implementation model and materials to support fully remote, virtual launches which resulted in 29 organizations going live while the industry was at a standstill
• Created a process for franchise customers to launch sites themselves
• Launched a billable services offering menu that led to over $180,000+ in new revenue

• Managed 3 independent teams (23 total employees) comprised of project leads, functional designers, architects, supply chain specialists, and engineers
• Worked with Fortune 500 customers to design, test and deploy upgrades/modifications to their fulfillment software systems
• Estimated and scoped multi-million dollar engagements
• Created new employee onboarding process along with professional development training paths
• Developed test plans and rollout procedures for large enterprise deployments
• Configured and documented process flow changes
• Performed code reviews and enforced development standards
• Created standard operating procedures and training plans for customers

• Helped design all aspects of the platform including iOS and Android apps, APIs, and the web-based application
• Worked with the CTO to institute the Agile/Scrum methodology to all engineering teams
• Managed two scrums teams of 16 engineers and quality assurance engineers to ensure on-time delivery of a quality features
• Authored the membership contracting and billing overhaul strategy to allow the platform to compete with ABC in the fitness-only market
• Created marketing and customer training materials to aid in the adoption of features releases
• Helped deploy product analytics software to move teams to metric-based decision making
• Restructured and improved complex billing systems within the product
• Performed market analysis, win/loss calls, and adoption webinars
• Worked directly with customers to create custom reporting tools and database integrations
• Represented the company at conventions, presentations, and meetings which increased product recognition and developed new business leads

• Designed and developed custom data migration tools to speed up the implementation process, which led to an increase of over 350% annual recurring revenue
• Instituted the Agile/Scrum methodology to data migration and implementation teams
• Built custom reporting to improve data validation and mapping
• Work closely with the implementation team and customers to ensure their 100% satisfaction
• Created functional and technical documentation for all migration processes

• Grew the club's gross revenue from $600,000 to over $1,000,000
• Helped grow memberships from 420 to over 970 between 2009 and 2016
• Identified the business requirements and implemented two different club management systems
• Designed and implemented the addition of a new fitness center to the club
• Helped develop and maintain the club website
• Created all marketing and promotional materials
• Created and deployed monthly dues membership structure

• Managed 18 tennis professionals
• Helped grow the gross department revenue from $900,000 to over $1.2 million
• Created marketing materials and ad campaigns

• Managed and organized the tennis programs for the 8 Northwest Athletic Clubs, Flagship Club, and Calhoun Beach Club

• Helped to grow the gross tennis revenue from $2.1 million to over $4.6 million

• Transitioned programming and IT systems from The Wellbridge Company to LifeTime

• Built the business model for tennis at Life Time

• Recruited and hired over 80+ new tennis staff for the 10 facilities

• Coordinated and organized a staff of 9 tennis managers and over 110 staff professionals

• Helped train 100+ junior players to district, sectional, and national rankings

• Designed and maintained the club website

• Collaborated with a team of professionals to maintain an effective and fun learning environment

• Oversaw the largest recreational tennis program in Wisconsin with over 500+ players
• Coordinated and trained 12 instructors
• Prepared and executed 9 weeks of summer lessons plans