MICHELLE KLAASEN
Senior Product Manager
Jasper,GA
Summary
Senior Product Manager professional with over 10 years of experience building and scaling consumer-facing and internal operational products across diverse industries, including Fintech, Conversational AI, Healthcare, and Financial Services. Proven expertise in guiding products from discovery to launch within agile frameworks, emphasizing DS/ML-driven data insights, customer experience optimization, and operational efficiency platforms while collaborating effectively with Engineering, Data Science, and Design teams to achieve exceptional user solutions and measurable business results. Customer advocate and data-driven product expert at transforming intricate manual workflows into seamless, scalable user experiences that enhance growth, minimize friction, and increase retention.
Overview
18
18
years of professional experience
3
3
Certification
Work History
Senior Product Manager
Greenbox Capital | Fintech
Miami, FL
03.2025 - Current
- Owned the product vision and roadmap strategy, ensuring seamless integration of core platform features to support the user journey from discovery to market launch.
- Increased conversion by 3x and improved efficiency through AI-enabled automated workflows, frictionless user experiences, and intuitive user design.
- Collaborated with Engineering, Data Science, and Design to deliver product launches aligned to organizational goals and stakeholder priorities.
- Executed A/B experimentation and customer research to pinpoint friction points and performance gaps enabling rapid iteration and data-driven roadmap prioritization.
- Mentored junior product managers, fostering skill development and knowledge sharing within the team.
Senior Product Manager
Link Logistics | Industrial Real Estate
New York, NY
11.2022 - 03.2025
- Owned the product strategy and roadmap for a data analytics and insights platform supporting investment decision-making, translating market signals into predictive recommendations increasing confidence in valuations, acquisition decisions, and portfolio strategies.
- Established strong relationships with stakeholders to facilitate prioritization and tradeoff decisions that result in product launches that are aligned to critical business needs.
- Managed a $1.5M annual budget, delivering projects under budget while maintaining delivery quality and desired outcomes.
Senior Product Manager
LivePerson Inc. | Conversational AI
New York, NY
10.2018 - 11.2022
- Developed product vision and strategy for a Conversational AI insights platform supporting 19,000+ clients such as Delta, The Home Depot, and American Express.
- Led end-to-end product discovery through execution for an analytics platform that distilled 500+ customer and business metrics into a simplified framework of actionable KPIs, measuring operational workflow efficiency and effectiveness and customer effort, and emotion.
- Enhanced automated and agent-assisted consumer journeys at scale by enabling business leaders to effectively measure and optimize customer interactions.
- Designed prescriptive prioritized action plans that provided an automated playbook for enhancing workflows, content changes, and customer experience.
Senior Product Manager
Ciox Health | Healthcare
Atlanta, GA
01.2016 - 10.2018
- Designed and implemented product strategy and roadmap for healthcare records release platform, facilitating scalable and compliant processing of requests.
- Oversaw end-to-end product delivery for customer-facing portals for over 7,000 providers and an internal operations platform increasing process efficiency of more than 1 billion medical records annually.
- Transformed manual workflows by integrating OCR and NLP technologies, decreasing turnaround time and lowering operational costs.
- Executed focus groups, pilot initiatives, and continuous feedback loops to increase product adoption while reducing development cost.
Product Director
Kabbage (an American Express Co.) | Fintech
Atlanta, GA
08.2013 - 12.2015
- Owned the product vision, strategy, and roadmap execution for an AI/ML-enabled SMB lending platform, delivering data-driven experiences that improved acquisition, conversion, and retention across customer and agent-facing tools.
- Launched the Kabbage Card, a Fintech first-to-market debit card product offering for commercial lending that expanded access to working capital and later became an American Express product.
- Developed and implemented product strategy for a home-grown CRM to optimize customer support and streamline omnichannel interactions.
Senior Product Manager
Kabbage (an American Express Co.) | Fintech
Atlanta, GA
10.2012 - 08.2013
- Executed development and launch of Kabbage's first mobile applications for iOS and Android to streamline workflows and improve response efficiency.
Product Manager
Strategic Link Consulting | Financial Services
Atlanta, GA
01.2008 - 10.2012
- Developed product documentation to communicate upcoming features and products to internal teams.
Education
Bachelor of Business Administration And Management - Business Management
Kennesaw State University
Skills
- Product Management expertise
- Product vision & strategy development
- Cross-functional leadership
- Data-driven decision making
- Conversion & funnel optimization
- Digital user journey design
- Roadmap execution and go-to-market strategy
- 0 to 1 and 1 to N product development
- User-centric approach
- DS/ML platforms & AI-enabled workflows
- Customer experience excellence
- Product analytics
Industries
Conversational AI | Fintech | Healthcare | Financial Services
Certification
- Generative AI Certification in Business Transformation
- Six Sigma Black Belt
- SCRUM certified
Timeline
Senior Product Manager
Greenbox Capital | Fintech
03.2025 - Current
Senior Product Manager
Link Logistics | Industrial Real Estate
11.2022 - 03.2025
Senior Product Manager
LivePerson Inc. | Conversational AI
10.2018 - 11.2022
Senior Product Manager
Ciox Health | Healthcare
01.2016 - 10.2018
Product Director
Kabbage (an American Express Co.) | Fintech
08.2013 - 12.2015
Senior Product Manager
Kabbage (an American Express Co.) | Fintech
10.2012 - 08.2013
Product Manager
Strategic Link Consulting | Financial Services
01.2008 - 10.2012
Bachelor of Business Administration And Management - Business Management
Kennesaw State University