Kayla Jones
Bristol,TN
Summary
Dynamic product management professional with a proven track record of driving successful product development and market strategies. Expertise in leading cross-functional teams fosters collaboration and consistently achieves business objectives in fast-paced environments. Strong skills in product lifecycle management, market analysis, and strategic planning contribute to impactful results. A commitment to innovation and efficiency ensures the timely delivery of complex projects within budget. Recognized for excellence in stakeholder management and process optimization, enhancing overall operational efficiency across diverse initiatives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Product/Solution Manager
AT&T
WFH
10.2024 - Current
- Led cross-functional teams to define product vision and roadmap aligned with market needs.
- Developed and prioritized product backlog, translating customer requirements into actionable tasks.
- Implemented agile methodologies, enhancing team collaboration and reducing development cycles.
- Analyzed user feedback to drive continuous improvement in product features and functionality.
- Conducted competitive analysis to identify market trends and inform strategic decision-making.
- Facilitated stakeholder meetings to align expectations and communicate project updates effectively.
- Collaborated extensively with cross-functional teams to drive seamless integration efforts for end-to-end system optimization.
- Promoted a culture of continuous improvement through regular sprint reviews and retrospectives.
- Delivered high-quality technical documentation to support sales, training, and client implementations.
- Championed data-driven decision-making by leveraging analytics tools and tracking relevant metrics.
Lead Analyst/Product Owner
Lumen Technologies
09.2023 - 10.2024
- Led the analysis and interpretation of complex data sets to inform strategic decision-making and product development.
- Utilized advanced analytical tools and methodologies to identify trends, patterns, and insights that drive business growth.
- Collaborated with cross-functional teams to define product requirements, ensuring alignment with business objectives and user needs.
- Managed the product backlog, prioritizing features and enhancements based on user feedback and market demands.
- Developed and maintained detailed product roadmaps, ensuring timely delivery of key milestones and deliverables.
- Conducted user research and usability testing to gather feedback and improve product functionality and user experience.
- Communicated effectively with stakeholders, providing regular updates on product progress and performance metrics.
- Spearhead the analysis and interpretation of complex data sets to inform strategic decision-making and product development. Collaborated with cross-functional teams to define product requirements, manage the product backlog, and ensure timely delivery of key milestones while maintaining effective communication with stakeholders
Senior Analyst/Product Owner
Lumen Technologies
03.2023 - 09.2023
- Enhanced partner experience by collaborating to understand pain points and needs.
- Implemented streamlined processes for partner onboarding, communication, and support.
- Led cross-functional teams to identify process gaps and implement Lean or Six Sigma methodologies, achieving cost savings and increased operational efficiency.
- Supported key Business Transformation initiatives by tracking financials, managing project governance, and providing management information. I also drove improvements and best practices to ensure a high-quality, repeatable customer experience.
Analyst II
Lumen Technologies
06.2022 - 03.2023
- Developed and managed a new intake process via Adobe Workfront for the portfolio governance team, streamlining customer forms and routing within the system.
- Led employee engagement initiatives to enhance workplace satisfaction and retention, including employee recognition programs and wellness activities.
- Collaborated with cross-functional teams to identify process improvement opportunities and increase efficiency.
- Supported Lumen’s Mass Markets program portfolio team by triaging new business-sponsored program requests and ensuring compliance with internal processes. I also analyzed data to identify solutions and provided information to support strategic decision-making.
Analyst I
Lumen Technologies
11.2020 - 06.2022
- Investigated customer cases, analyzed account notes, and provided feedback on agent interactions to ensure customer satisfaction.
- Reviewed accounts, notes, and orders in Salesforce to determine root causes of issues and provide coaching recommendations.
- Handled customer inquiries and disputes, resolving billing issues and addressing complaints for Lumen Technologies.
- Performed detailed customer and vendor audits to identify revenue recovery and cost savings opportunities. Conducted complex data analysis to improve billing integrity and inventory accuracy.
Customer Advocacy Specialist
CenturyLink (DBA Lumen)
10.2019 - 11.2020
- Monitored group activity, responded to member inquiries, and facilitated discussions to maintain a positive community environment.
- Managed social media accounts, growing followers and engagement through strategic content planning.
- Collaborated with cross-functional teams to align social media activities with broader marketing strategies.
Customer Service & Sales
CenturyLink (DBA Lumen)
07.2016 - 10.2019
- Engaged with customers through chat to provide product information and guide them through purchasing, maintaining a positive tone.
- Identified upsell opportunities based on customer needs, recommending suitable options for increased sales.
- Resolved customer concerns related to orders, billing, and product inquiries, ensuring a seamless experience.
Education
Bachelor of Science - Information Technology
University of Phoenix
Online12.2026
Skills
- Design thinking
- Data-driven decision making
- Cross functional leadership
- Product roadmapping
- Product metrics
- Pricing strategy
- Customer experience design
- Business analysis
- Software development lifecycle
- Product management
- Requirements gathering
Certification
- Certified SAFe 6 Product Owner/Product Manager May 2023
- Scaled Agile, Inc. Credential ID 75780711-7129
Timeline
Lead Product/Solution Manager
AT&T
10.2024 - Current
Lead Analyst/Product Owner
Lumen Technologies
09.2023 - 10.2024
Senior Analyst/Product Owner
Lumen Technologies
03.2023 - 09.2023
Analyst II
Lumen Technologies
06.2022 - 03.2023
Analyst I
Lumen Technologies
11.2020 - 06.2022
Customer Advocacy Specialist
CenturyLink (DBA Lumen)
10.2019 - 11.2020
Customer Service & Sales
CenturyLink (DBA Lumen)
07.2016 - 10.2019
Bachelor of Science - Information Technology
University of Phoenix