Pendo
Patrick Rivers
Program Manager, Design Operations
Boston,MA
Summary
As an Operations Professional, my goal is to amplify the work of those around me, drive agile process optimization, establish systems of operation and strategic communications so that we can build and ship world-class Products as quickly and efficiently as possible.
See my Portfolio: https://bit.ly/privers
Overview
15
15
years of professional experience
4
4
years of post-secondary education
5
5
Certificates
Work History
Program Manager, DesignOps
The Predictive Index
Westwood, MA
06.2020 - Current
- Developed and orchestrated a Dual-Track Agile Product Development process by evangelizing, gaining cross-functional alignment, and codifying end-to-end processes. This led to PI's first fully Experience-driven Product release in Jan 2021.
- Identified, piloted, and ultimately led adoption of Google's HEART metrics as a framework to measure Design and UX success, which provided a strategic vision of UX metrics and success measurement.
- Architected strategic communications plan to share progress of programs, using and applying Quarterly Planning, Project Briefs, Asana Reports, OKRs and multiple modes of communication.
- Established scalable processes for recruiting interviewing, hiring, and onboarding that reduced time-to-thrive more than 60%.
- Democratized usage of several key software tools; ie Figma, Pendo, LogRocket, and Userlytics, while creating and overseeing systems of operation and governance.
User Operations Manager
The Predictive Index
Westwood, MA
04.2018 - 06.2020
- Directed scaling of team from 4 to 12 within 1 year, including creation of new strategic roles to address changing demands.
- Developed and optimized systems to boost efficiency and keep operations scalable and agile for rapidly growing customer base. This led to a 25% reduction in Resolution Time year over year.
- Worked directly with Product Managers and Director of Product to brainstorm, discuss strategy and mitigate+prioritize software support issues.
- Created Voice of the Customer (VoC) program to track trends through multiple listening channels. A monthly VoC report of synthesized, actionable items is now part of PI's Product Roadmapping process.
- Mentored Team Leads to train, connect with, motivate, and inspire their teams, leading to high productivity and performance metrics
Customer Service Supervisor
BBA Remanufacturing
Taunton, MA
10.2016 - 01.2018
- Optimized internal processes and workflow; Increased revenue over 45% in one year.
- Slashed tech overhead 50% by revamping call center phone and internet configuration.
- Investigated and resolved customer inquiries and complaints with empathy and solution-driven mindset, while providing direct, meaningful, and actionable coaching.
Education
Bachelor of Arts - Business Administration
Saint Leo University
Saint Leo, FL 01.2018 - Current
Associates Degree - Liberal Arts
Massasoit Community College
Brockton, MA 06.1999 - 05.2008
Radio/TV Broadcasting, writing and communication -
Connecticut School of Broadcasting
Newton, MA 06.2002 - 10.2004
Skills
Program Leadership
Performance Monitoring
Onboarding and Training
Dual-Track Agile Software Development
Operations Management
Research Operations
Data Analysis
Software
G Suite
Asana
Userlytics
LogRocket
Miro
Figma
Jira
Salesforce
Slack
Certification
Lean Six Sigma, White Belt
Timeline
Lean Six Sigma, White Belt
12-2021
Product-Led Growth Fundamentals
05-2021
Talent Optimization Certification
05-2021
Pendo Essentials
03-2021
Program Manager, DesignOps
The Predictive Index
06.2020 - Current
User Operations Manager
The Predictive Index
04.2018 - 06.2020
PI Certified Practitioner
04-2018
Bachelor of Arts - Business Administration
Saint Leo University
01.2018 - Current
Customer Service Supervisor
BBA Remanufacturing
10.2016 - 01.2018
Radio/TV Broadcasting, writing and communication -
Connecticut School of Broadcasting
06.2002 - 10.2004
Associates Degree - Liberal Arts
Massasoit Community College
06.1999 - 05.2008