Summary
Overview
Work History
Education
Skills
Timeline
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Kathryn Waldeck

Kirkland,WA

Summary

Customer-focused Product Management leader committed to building delightful and innovative online product solutions for users worldwide. Dedicated team leader, adept at creating positive workplace culture and high-performing teams.

Overview

15
15
years of professional experience

Work History

Sr. Manager, PM-T, Support Products

Amazon.com
07.2021 - Current
  • Owned and managed a suite of in-workflow help and support applications, serving 1.8MM self-service advertisers and generating $60B in self-services advertising revenue across Sponsored Ads and self-service ADSP.
  • Define the strategic vision and own the long-term roadmap for this suite of applications, and lead a team of 15 to execute the vision
  • Hire, develop, and manage a cross-functional team that includes Sr. Product and Program Managers, the Manager of Content Strategy, Multimedia Designers, and an Information Architect
  • Oversee PR/FAQ development and requirements definition, product design, development priority, stakeholder management, content creation and maintenance, and product engagement and improvements
  • Define priorities for an engineering and data science team of 26.
  • Achieved two SVP goals, and five VP goals aimed at expanding in-workflow self-service help, and improve performance of 1:1 support through support product and content improvements.
  • Facilitate team brainstorming sessions that lead to innovative solutions for long-standing operational challenges.
  • Implement customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Evaluate employee performance and conveyed constructive feedback to improve skills.


Sr. Product Manager, Baby Registry

Amazon.com
02.2020 - 06.2021
  • Owned the vision to integrate Baby Registry seamlessly across the Amazon.com ecosystem.
  • Partnered with global teams to understand local customer needs and align product vision across 11+ countries.
  • Launched a parent profile acquisition widget on the Amazon.com detail page, delivering annualized OPS of $142M.
  • Maintained relationships with strategic partners across retail and central teams, including Search, Navigation, Detail Page, Personalization, and Mobile App.


Sr. Product Manager, Amazon Advertising

Amazon.com
12.2018 - 02.2020
  • On the Self-Service Support team, ensured that advertisers using our applications can answer their own questions or solve their own problems whenever possible, and have an easy path to contact Amazon when it’s not possible
  • Delivered seven features that improved Advertiser and Amazon efficiency when submitting cases, and enabled operations service offering expansions to allowed us to meet customer expectations around channel and language offerings, while ensuring our cases are properly routed for efficient resolution
  • Deeply understood Advertiser needs through user research activities, such as usability studies and contact deep dives to inform core user stories and define product requirements
  • Created a two-year vision of a strategically integrated Contact Us experience to minimize user effort and ensure Amazon efficiency
  • Developed, prioritized and managed requirements communication with dedicated tech team
  • Owned and drove an effective global roadmap that achieved increasing value on the way to the ultimate vision
  • Created relevant KPIs and reporting to measure workflow and feature launch success
  • Ensured we have reliable, scalable processes and a contact code information architecture to maintain a consistent experience that also yields reliable business intelligence
  • Built and maintained stakeholder awareness of Contact Us workflow performance and processes.

Sr. Program Manager, Selling Partner Experience

Amazon.com
10.2016 - 12.2018
  • Focused on enabling the business to understand contact reduction opportunities and identifying the root cause of Selling Partner pain
  • Owned Contact Us product and program components for Vendor Central, Vendor Express, and Advantage
  • Optimized contact reduction workflows in Contact Us including Forms, Pretext and new Solve-It-Now use cases
  • Implemented data infrastructure and developed reporting dashboards that provided insights to product and policy owners on top contact drivers and pain points, enabling us to work backwards when designing new products and tools
  • Identified the root cause of Selling Partner pain and detected contact reduction opportunities for all top contact areas through data analysis and contact deep dives, and influenced teams to include these areas of opportunities in their own roadmaps
  • Led a team of UX Researchers focused on identifying user needs and expectations when working with Amazon
  • Frequently authored and contributed to VP and Director level documents including QBRs, MBRs, WBRs, 3YP and OP1s.

Manager, SME Account Management

Egencia, an Expedia, Inc. Company
06.2015 - 10.2016
  • Led the small-market account management organization of 18 team members, and 2,500 clients comprising total annual gross bookings of $600M
  • Developed and implemented an Account Management-wide restructuring effort, from the strategic to the tactical aspects that reshaped the way Egencia services its clients today
  • Successfully led the small-market Account Management organization through 30% growth over 7 months through the absorption of Orbitz for Business portfolio as a result of Expedia’s acquisition of Orbitz in 2015
  • Drove business initiatives to create an organization and business structure that allows for scalability and growth
  • Worked with customer engagement teams to identify new strategies for ensuring customer success and portfolio profitability
  • Monitored the performance of the team by establishing a system of reports, dashboards and communications
  • Constructively handled (or supervise the handling of) client complaints related to the delivery of service.

Corporate Account Manager

Egencia, an Expedia, Inc. Company
05.2014 - 06.2015
  • Optimized customer engagement process while reinforcing the value of transacting with Egencia for a client portfolio of 30 accounts with a gross bookings value of $24M annually
  • Managed clients through the implementation and launch process, while ensuring SOW grows per plan expectations; averaged launch SOW of 77% over 8 accounts launched in 2014/2015 before completion of year one
  • Ensured that the total share of corporate travel spend remained and grew with Egencia; managed a share increase of 5% across client portfolio, while successfully retaining 100% of assigned clients
  • Developed relationships and ensured customer satisfaction and loyalty while advocating for client’s service and product needs
  • Led the augmentation of the Premier AM Team’s quarterly business review presentation template and methodology to ultimately enhance the quality and depth of client-facing data by leveraging strong data analytics and presentation skills.

Owner

Tailor Made Tours
01.2010 - 01.2015
  • Following extensive research, developed a low-risk, low-overhead part-time business focusing on tour planning and itinerary design for groups of 10 or more throughout the Pacific Northwest, Western Canada and the West Coast
  • Used a consultative, solutions-focused approach to closing sales, delivering detailed travel planning services
  • Set in place all aspects of the business operation including business licenses, accounting, liability insurance, website design and marketing collateral, and established vendor and client relationships
  • Operated consistently with a profit since the initial inception, maintaining a positive cashflow and remaining tax compliant according to industry specific regulations.

Director of Sales and Operations | Sr. Account Manager, Group Sales

Waterways Cruises & Events
01.2010 - 01.2014
  • Led sales and food and beverage operation through a company-wide renovation process realizing revenue growth from $1.9M to $2.6M
  • Recruited and developed key personnel to continuously achieve high levels of profit and customer satisfaction
  • Developed strategy and implementation tactics for new cruise products and led project teams from product creation to implementation under tight deadlines
  • Accomplished 250% public cruise revenue growth from 2010 to 2014
  • Researched competitive market and consumer trends to drive new product development while remaining responsive to changing market trends and competitive pressures
  • Prepared financial and consumer analyses and made recommendations for product mix, pricing and placement
  • Managed cruise ticket inventory and sales for in-house and third-party ticket sales, maximizing revenue across all channels
  • Managed a client portfolio of 100+ corporate and bridal clients, responsible for $1.5M annual revenue
  • Established short- and long-term revenue and sales forecasts and managed implementation of annual sales plan for all market segments resulting in an average revenue increase of 12% per year between 2010 and 2014
  • Led cross-functional teams to develop sales opportunities and marketing promotions for B2C and B2B market segments and onboard sales to support company-wide growth strategies and profitability targets
  • Analyzed data to develop strategic sales and marketing recommendations that maximized revenue potential in all outlets including website sales, onboard sales and third party resellers
  • Collaborated with Founder/CEO to develop and track short and long term revenue and gross margin targets
  • Developed and fostered a customer centric culture demonstrating strong leadership in establishing company goals, further aligning company efforts with those goals
  • Prepared financial analyses of possible initiatives to determine project viability and long-term impact on the business
  • Routinely presented ideas and business cases to senior management to aid in decision-making process
  • Consulted on the ongoing development of a new website by providing input on content, visual and functional aspects of the project, regularly providing creative feedback to internal team members and external agencies.

Education

Study Tour focusing on German language and culture

Master of Business Administration -

The Michael G. Foster School of Business, University of Washington
Seattle, WA
06.2015

Bachelor of Science - Journalism with concentration in Photojournalism

University of Florida
Gainesville, FL
05.2004

Skills

  • Product roadmap design and execution
  • Team leadership and talent development
  • Strategic & organizational planning
  • Synthesize complex information quickly

Timeline

Sr. Manager, PM-T, Support Products

Amazon.com
07.2021 - Current

Sr. Product Manager, Baby Registry

Amazon.com
02.2020 - 06.2021

Sr. Product Manager, Amazon Advertising

Amazon.com
12.2018 - 02.2020

Sr. Program Manager, Selling Partner Experience

Amazon.com
10.2016 - 12.2018

Manager, SME Account Management

Egencia, an Expedia, Inc. Company
06.2015 - 10.2016

Corporate Account Manager

Egencia, an Expedia, Inc. Company
05.2014 - 06.2015

Owner

Tailor Made Tours
01.2010 - 01.2015

Director of Sales and Operations | Sr. Account Manager, Group Sales

Waterways Cruises & Events
01.2010 - 01.2014

Study Tour focusing on German language and culture

Master of Business Administration -

The Michael G. Foster School of Business, University of Washington

Bachelor of Science - Journalism with concentration in Photojournalism

University of Florida

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Kathryn Waldeck