JEN SIEGAL

Director driving developer experience for the Tanzu Application Platform, product vision and strategy, leading team of product managers through ideation to delivery. Oversees multiple customer engagements to inform product strategy and to define the short-term and long-term product roadmaps. Lead numerous internal process improvement initiatives to accelerate the delivery of customer value to production. Direct 10 product owners supporting 20+ engineering teams providing product development for enterprise customers.

▪ Collaborated with internal business teams to consolidate and prioritize requests within centralized backlog.

▪ Lead direct customer and analyst engagements to support the sale and investment in Tanzu Application Platform by enabling new feature functionality based on the needs of the customer.

▪ Defined process improvements to increase transparency for cross-cutting initiatives between internal and external teams.

▪ Enabled seamless platform integration efforts by assessing potential 3rd party vendor integrations to support the needs of the end user.

▪ Focused on mentoring high-potential staff for future leadership roles.

Rapidly advanced to senior director role driving web platform product vision and strategy, leading team of designers, developers, and testers from ideation to deployment. Oversee product activities, opportunities, and risks. Manage key stakeholder relationships and communication channels. Lead project and process improvement initiatives. Facilitate product lifecycle in collaboration with business partners. Direct 12 product owners supporting 13 teams providing product development for consumer and SMB customers. In addition directed a full-stack team of 16 with design, product, front-end developers, microservice developers, and testers to deliver new software to support customer enroll and activation journey.

▪ Ensured delivery of all key initiatives 3% under budget for 3 consecutive years by strategically managing $28M budget for web platform supporting teams.

▪ Championed SAFe Agile transformation, providing ongoing support for web platform system, solution, and program teams to inform product development roadmap.

▪ Collaborated with technical and business teams to consolidate and prioritize requests within centralized backlog.

▪ Enabled seamless platform integration efforts by assessing, negotiating contracts with, and managing vendors

▪ Accelerated release timelines from quarterly to monthly and then biweekly by establishing new process requiring all development work to be supported through toggling model.

▪ Trained and mentored high-potential staff for future leadership roles.

▪ Transitioned 6 million+ customers to newly designed, 100% accessibility-compliant website after consolidating 118+ website properties into 2.

▪ Reduced testing and development timelines by 25% by building code repository that shared components across remaining platforms.

▪ Consistently hit and surpassed performance goals for Spectrum.net and SpectrumBusiness.net platforms.

o Improved customer satisfaction for Spectrum.net to 39.8 from 35.9.

o Exceeded call-in rate reduction targets for Spectrum.net (111.6% to target) and SpectrumBusiness.net (108.6% to target).

o Outperformed application entry composite score targets for Spectrum.net (117.28% to goal) and SpectrumBusiness.net (248.47% to goal).

▪ Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.

▪ Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

▪ Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.

▪ Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

▪ Negotiated price and service with customers and vendors to decrease expenses and increase profit.

▪ Optimized operational processes using analytics tools to address client-specific metrics.

▪ Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.

▪ Negotiated favorable contracts with vendors for reduced costs and improved service quality.

▪ Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.

▪ Implemented innovative programs to increase employee loyalty and reduce turnover.

▪ Implemented business strategies, increasing revenue, and effectively targeting new markets.

▪ Increased company revenue by streamlining processes and implementing cost-saving measures.

▪ Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

▪ Worked closely with organizational leadership and board of directors to guide product roadmap and strategy.

▪ Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.

▪ Spearheaded innovative approaches to resource allocation and strategic planning.

▪ Leveraged data analytics insights for informed decision-making for prioritization of features and capabilities

▪ Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined execution and the path to production.

▪ Established team priorities, maintained schedules and monitored development performance to support the execution of the product roadmap.

▪ Identified cost improvement changes and cost savings plans to increase company savings.

▪ Championed process improvement initiatives that led to significant cost savings while accelerating the development of product features and capabilities.

▪ Recommended and implemented successful strategies to maximize capacity.

▪ Assisted in organizing and overseeing assignments to drive operational excellence.

Recruited to build and deploy world-class customer service and experience team while managing network operation team.

Supported day-to-day operations, oversaw high-priority customer account management, maintained vendor relationships, and provided executive escalation support within fast-paced SIP trunking business. Reviewed, approved, and implemented customer care business system requirements. Coordinated customer-facing communications. Oversaw 23 personnel.

▪ Sustained business through major migration and merger by driving clear customer strategy.

▪ Established company’s first Tier 1 call center, hiring, training, and developing 17 staff.

▪ Led training coordination and process development to maximize efficiency and productivity.

▪ Designed & deployed customer support dashboard trend analysis to enable executive decision-making.

▪ Orchestrated empowerment program and network-alarming projects to reduce VP escalation calls by 45%.

▪ Created customer satisfaction survey and monitoring initiative to identify areas for improvement such as onboarding and trouble management. Decreased churn within first 90 days by 20%.

▪ Developed operational steering committee dashboard reporting to provide visibility and progress to senior leaders and stakeholders internal to the business.

▪ Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

▪ Implemented business strategies, increasing revenue, reducing churn and effectively increasing development capacity.

▪ Monitored expenditures to mitigate risk of overages.

▪ Spearheaded innovative approaches to resource allocation and strategic planning.

Recruited to establish and oversee new program management organization in partnership with sister company EchoStar

▪ Facilitated product launches for multiple lines of business and cross-platform/product initiatives

▪ Developed business requirements for all lines of business

▪ Managed communications, release efforts, and program milestones for marketing, product management, customer care, service fulfillment, and technical implementation departments.

▪ Collaborated with development teams, internal customers, and product line management to verify delivery of desired quality requirements to distributors.

▪ Set aggressive targets for employees to drive company success and strengthen motivation.

▪ Established clear performance metrics for tracking program success, enabling informed decision-making processes throughout each project''s duration.

▪ Improved project efficiency by streamlining communication channels.

▪ Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.

▪ Drove new product launches for multiple lines of business and cross-platform / product initiatives, including telephony and VoIP services, video, wireless, high-speed internet, and partnerships with Clearwire / Sprint / Skype.

▪ Implemented 75+ new product initiatives with limited resources between 2007 and 2011, on time and with exponential benefits to customers and product offering.

▪ Led multifaceted projects and cross-functional teams across all product lines, delivering 10%+ positive change in repeat calls, call handle time, executive escalations, and revenue.

▪ Coordinated upsell initiative program, generating 33% increase in upsell revenue.

▪ Spearheaded successful product launches that resulted in increased customer adoption while also reducing call in rates.

▪ Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.

▪ Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.

▪ Developed detailed delivery and execution plans based on broad guidance and direction.

▪ Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.

▪ Reduced turnaround time for project completion through effective planning and communication with senior leadership and cross functional stakeholders.

▪ Spearheaded process improvements, resulting in increased productivity and reduced operational costs.

▪ Analyzed and reported on key performance metrics to senior management.

▪ Cultivated and strengthened lasting stakeholder relationships using strong issue resolution and dynamic communication skills.

▪ Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

▪ Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.

▪ Synthesized performance data from wide-ranging sources into cohesive overviews of process performance.

▪ Increased customer satisfaction by implementing improved processes that addressed service delivery issues.

▪ Analyzed and documented company processes for executive leadership and suggested areas for improvement.

▪ Identified and implemented processes to eliminate weak points or bottlenecks in business operations.

▪ Pinpointed cost-effective process improvements through simulation of potential process alterations, discovering optimal enhancements without interrupting live production efforts.