Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Marwan Osman

Sr. Product Manager

Summary

Experienced Senior Product Manager with over a decade of expertise in commercial and internal data management technologies. Passionate problem solver skilled in leading cross-functional teams and launching impactful products. Excels at gathering requirements across diverse areas and users, converting and developing them into innovative product solutions. Proven track record of improving product and engineering operational efficiency, driving user engagement through strategic product development and data-informed decision-making.

Overview

11
11
years of professional experience
6
6
years of post-secondary education

Work History

Sr. Product Manager

Ginkgo Bioworks
03.2021 - Current
  • Developed product definitions, vision, and roadmaps for over a dozen internal software products used to execute customer-centric projects both autonomously and by our scientists and engineers.
  • Scaled technical products from conception to launch and then utilized data to examine, track, and evaluate key performance metrics of the products to iterate on the roadmap for a 400-strong user-base and 100 DAUs.
  • Managed cross-functional teams of 10+, including Software Engineers, UX Research, and UX Design to incorporate data, research, and behavior analysis to inform product strategies across the product team.
  • Prioritized $10MM of investments over a multi-quarter roadmap, including distribution of engineering time, skill, and bandwidth, while mitigating the risks of failed or delayed customer projects in a rapidly changing environment.
  • Utilized frameworks to prioritize and score needs across all the project teams, allowing us to streamline software engineers and project teams, reducing impactful and cascading delays longer than one business day.
  • Wrote detailed PRDs, presented technical updates to stakeholders, and maintained & prioritized a backlog of requests from a cross-domain scientific project team, building deep user empathy.
  • Replaced maintenance-burdensome software components with commercial over-the-counter equivalents, leading us to save time on BAU and more time building new features to support revenue-driving projects for the business.

Associate Product Manager/Sr. Product Support Engineer

Zymergen
01.2019 - 03.2021
  • Scoped, designed, planned release of, & transitioned the Software Support team from ServiceNow to Jira Service Desk, followed by extensive post-project reviews, improvements, analysis, and process improvement iterations.
  • Enhanced the request submission process by analyzing data to find ways to implement easier interactions for users and agents while boosting technical product efficiency - number of bugs reported were globally minimized and we achieved 50% faster TAT for new feature requests.
  • Shaped the vision for the next iteration of the Support Team, earning us tremendous praise and positive feedback from our software engineers & users alike - SWEs on-call were able to lessen their individual burden and ship valuable features instead of chasing fire; Users always knew who to contact for help.
  • Designed & administered courses for scientists, engineers, and researchers, focusing on integrating data warehouses and utilizing SQL for data analysis of measurements, experiment campaigns, strain creation, and more. Each quarter, over 100 students attended these courses.

Sr. Product Support Engineer

OSIsoft, LLC
06.2014 - 01.2019
  • Conducted advanced troubleshooting on SQL-based database applications and services for large enterprises in oil & gas, datacenter, pharmaceutical, power generation, distribution & transmission, and paper manufacturing industries - over the phone (blind), over email, with remote access, or on-location.
  • Identified and researched causes of pain points of frontline support and escalation engineers, conducted interviews with customers and colleagues, and developed a plan with the explicit goal of improving communication within the team to resolve customer issues more effectively.
  • Our CSAT scores for the set of products I supported went from an average of 3.5 to an average of 4.8 - a 37% increase.
  • Developed and delivered content for the education of our less-experienced support members as well as customers to dive deep into the inner workings of our products - teaching 4 classes a quarter.

Education

Master of Science - Chemical Engineering

Arizona State University
Tempe, AZ
06.2012 - 06.2014

Bachelor of Science - Chemical Engineering

Arizona State University
Tempe, AZ
08.2009 - 05.2013

Skills

SQL

  • FullStory & Mixpanel

  • Team Accelerator

  • Mentorship

  • Product Support

  • Product Vision

  • Product Roadmapping

  • Product Development

  • Figma Prototyping

  • UX Research

  • Python

Accomplishments

  • Introduced & implemented a new business process for capturing, reviewing, and making decisions on user requests for all software products, filling an unmet need of objective prioritization and transparency. Once launched, we received more than 400 requests in the subsequent three quarters - prioritizing only the most important and valuable, effectively and transparently deprioritizing 80%, reducing unnecessary overhead.
  • Completely revamped an end-to-end platform-integrated bioinformatics analysis pipeline to speed-up custom analysis onboarding 10x, enable complete troubleshooting of failed and stalled analyses within 2 hours, reduce the reliance on traditional software engineering team support from 1 to 0, and increase adoption of our grading and visualization applications from 10 MAU to 60 MAU.
  • Accelerated a moonshot partnered drug development project with $100MM in revenue impact and reputation on the line, from being behind by 4 months to being on track with the contract agreement timeline of 5 years via tough prioritization and agile product development.
  • Enabled tracing of product-level requests to engineering-executed work, calculating TAT for the first time at an average of 7 FTE hours - allowing us to make detailed business cases for additional headcount.
  • Saved $300K/year as part of continuous efficiency initiatives by decommissioning under-utilized cloud resources.

Timeline

Sr. Product Manager

Ginkgo Bioworks
03.2021 - Current

Associate Product Manager/Sr. Product Support Engineer

Zymergen
01.2019 - 03.2021

Sr. Product Support Engineer

OSIsoft, LLC
06.2014 - 01.2019

Master of Science - Chemical Engineering

Arizona State University
06.2012 - 06.2014

Bachelor of Science - Chemical Engineering

Arizona State University
08.2009 - 05.2013
Marwan OsmanSr. Product Manager