Matthew Richards

• Led multiple product lines, including Managed WordPress, Advanced Servers, Legacy Hosting, and Acronis Backups, driving product strategy, innovation, and execution across diverse offerings
• Collaborated with cross-functional teams, including engineering, business analytics, and marketing, to ensure seamless product rollouts and align goals with business objectives
• Delivered new generations of Dedicated Servers and Virtual Server platforms, expanding market share and increasing revenue
• Spearheaded GDPR compliance initiatives, ensuring product alignment with regulatory standards ahead of deadlines
• Managed third-party vendor relationships, including Panopta (Fortinet), OVH, and Acronis, ensuring contract negotiations and integrations aligned with business goals
• Launched multiple EOL (End-of-Life) transitions, achieving over 95% customer retention during platform migrations
• Led in-product experimentation and customer feedback loops, leveraging NPS data to drive continuous product improvements

• Oversaw analytics initiatives to enhance customer retention, leveraging data-driven insights to improve service and product offerings
• Directed the launch of Cloud Servers, acquiring 3,000+ customers in the first quarter
• Developed and launched Paid Backups, generating $6M in revenue within the first year and reaching 100k users

• Pioneered the role of Advanced Product Support, bridging communication between development and support teams to streamline processes
• Created a Known Error Database to enhance troubleshooting efficiency and support scalability
• Developed an analytical dashboard to monitor customer challenges and identify opportunities for service enhancement
• Managed a team of 12-16 support representatives, ensuring high-performance levels and accountability through regular feedback and trend reporting
• Oversaw issue escalation and resolution of high-impact customer challenges, improving customer satisfaction metrics

• Resolved complex customer complaints through collaboration with various departments and direct interaction with GoDaddy executives
• Led special projects focused on improving system efficiencies and customer service outcomes.

Held progressively responsible management roles with Power Nissan Tempe, Famous Dave’s BBQ, Chili’s Grill & Bar, Red Lobster, and Ruby Tuesday. Key achievements include:

• Successfully managing operations, staff training, and customer service across multiple locations
• Increasing guest satisfaction and revenue growth through effective team leadership and operational improvements
• Developing and implementing employee training programs to optimize performance and engagement