Summary
Overview
Work History
Education
Skills
Timeline
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James Coleman

Melrose,MA

Summary

Dynamic Senior Product Design Lead/Manager with a proven track record at Wayfair, enhancing agent efficiency through innovative support tools and AI integration. Expert in user research and cross-functional collaboration, driving workflow optimization and customer engagement. Adept at leading teams to create impactful digital experiences while ensuring accessibility compliance.

Overview

19
19
years of professional experience

Work History

Senior Product Design Manager

Wayfair
Boston, MA
02.2025 - 03.2025
  • Served as Lead Designer/Architect for B2B & B2C Sales Teams.
  • Boosted agent efficiency with redesigned support tools for quoting, consolidated delivery, and customer management.
  • Conducted in-depth user research through shadowing, interviews, and workshops to identify workflow inefficiencies and pain points.
  • Streamlined agent workflows reduce agent handling time, increase cart size, and improve the customer purchase rate.
  • Enhanced customer sales agents' efficiency by incorporating AI-powered features into their communication tools.
  • Developed a platform for customer-agent collaboration in complex projects, with enhanced real-time supplier delivery tracking.

Senior Experience Design Architect

Connective DX (now PK)
Boston, MA
02.2017 - 01.2020
  • Directed projects with a focus on team oversight and enhancing user experiences.
  • Oversaw cross-functional collaboration to produce sophisticated marketing websites and digital projects within healthcare, medical, and industrial gas industries.
  • Served as an information architect, content strategist, and UX strategist, ensuring seamless, user-centered design solutions.
  • Specialized in accessibility and ADA compliance, atomic design, Lean UX, and connected content strategy.
  • Focused on optimizing user experiences through strategic planning, content organization, and scalable design systems to drive engagement and usability across diverse digital platforms.

Senior UX Architect & Associate Director

Optaros (now MRM)
Boston , MA
01.2006 - 08.2016
  • Formulated strategies, prototypes, and designs for leading customer experiences in diverse B2C and B2B markets.
  • Led a team of UX Designers, Visual Brand Designers, and Analysts.
  • Developed marketing materials and presentations to cultivate new opportunities.
  • Worked with the Sales team to prepare proposals for prospective customers.

Education

Bachelor of Arts - Mass Communication & Media

University of Massachusetts, Amherst
Amherst, MA
06-1995

Skills

  • User research
  • UX design
  • Information architecture
  • Content strategy
  • Design systems
  • Cross-functional collaboration
  • Team leadership
  • Customer journey mapping
  • Artificial intelligence integration
  • Accessibility compliance
  • Prototyping
  • Workflow optimization
  • Digital product design
  • Accessibility design
  • Mobile app design
  • Interaction design
  • Team management
  • Product strategy
  • User interface design
  • Design research
  • User testing
  • Figma, Adobe Photoshop, Balsamic, and Sketch

Timeline

Senior Product Design Manager

Wayfair
02.2025 - 03.2025

Senior Experience Design Architect

Connective DX (now PK)
02.2017 - 01.2020

Senior UX Architect & Associate Director

Optaros (now MRM)
01.2006 - 08.2016

Bachelor of Arts - Mass Communication & Media

University of Massachusetts, Amherst

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James Coleman