Paul Zink

Senior Lead Agile Product Owner / Tech Manager with Strategic Focus MBA. Senior Lead Agile Product Manager (MBA) with 15+ years of experience driving digital transformation through innovative software solutions. Expertise in product strategy, vision, and roadmaps, with a data-driven approach that aligns business goals with technology to achieve measurable results. Skilled in stakeholder engagement, capacity planning, budgeting, change management, and risk mitigation across multiple industries using SAFe, Agile, and hybrid methodologies. Strong technical foundation in systems architecture, systems design, data operations, data administration, analytics, and software development. Combines business acumen, project management, and technical expertise for fast-paced, iterative execution to deliver high-quality, value-driven solutions.

• Certified Salesforce Administrator
• SAFe Product Owner/Practitioner (AT&T administered)
• PMP/ACP in process

• SAFe Agile
• Agile
• SCRUM
• XP
• LEAN
• Hybrid Waterfall/Agile
• Waterfall

• Predictive Product Development and Delivery (AI)
• Data Operations and Management
• Data Collection and Preparation
• Predictive Data Value Analysis
• DBA

• Salesforce Sales, Service, and Marketing Cloud
• Tableau
• Adobe Cloud
• Oracle, SQL Server, DB2
• Jira Align/Itrack, Infor, Copado, Figma, Planview, AMDOCS CRM & Clarify
• MS Project| Visio
• JAVA, VBA, Python, Cobol, PL/1, CICS
• HTML, DOTNET

• Telecommunications
• Entertainment Media
• Professional Services / Consulting
• Insurance/Healthcare: Workers Comp, Personal Liability, Medical Cost Containment
• Manufacturing Automotive
• Manufacturing Aerospace
• Software

• Beta Gamma Sigma Honor Society
• Pepperdine Alumni and Management Partners

AT&T Key Accomplishments

• Managed transformation of case management from non-integrated platforms to integrated Salesforce solution, resulting in improved experience and $10M savings, utilizing exceptional project management and product mapping skills.
• Managed delivery of Salesforce AI solution for intelligence-based decision-making for customer issue resolution, resulting in 15-25% increase in issue case quality and 10% increase in real-time resolutions, reducing cases.
• Initiated and directed expansion of agent service tools to customer websites and mobile apps resulting in 7% service call reduction and $3M in savings, utilizing stakeholder engagement, data decisioning, and leadership skills.
• Directed development and delivery of CAPM payment processing solution for point of sale and case management including data redaction and secure payment method access for dispute resolution, resulting in $7M in business value.
• Initiated and directed Salesforce proof-of-concept, replacing Office of the President's custom case tool, overcoming a steep learning curve, and rapid timeline, resulting in the decision to adopt the platform organization-wide.
• Pitched, secured, and managed the transformation of AT&T's order management, transforming from order entry into an integrated shopping and ordering experience, resulting in a 10% increase in sales and a 15% increase in retention.

DIRECTV Key Accomplishments

• Managed transition of DIRECTV Sales and Service tools to meet required integration between DIRECTV and AT&T platform systems supporting an accelerated combined company launch with a single company experience.
• Managed and directed transformation of technical and business support team struggling to deliver, enabling them to support expanding needs within budget by aligning focus on transparency, priorities, efficiencies, and cost.
• Managed engagement with multiple partnerships, including large Telecoms (AT&T, Verizon) and smaller retail Multi-Dwelling Unit dealers, leading to increased engagement, improved quality, and higher sales (over $5M per year).
• Managed solutions delivery for multiple initiatives across various sales channels, resulting in increased sales and reduced costs, meeting or exceeding both leadership and partner expectations within or below budgets.
• Directed, crafted, and deployed internal departmental project management protocols/standards, leading to improved, accelerated delivery through focus on collaboration, efficiency, reusability, consistency, and analytics.

Other Roles

Senior data operations manager: Predictive products for healthcare and insurance

• Managed multiple teams including international offshore development teams, delivering predictive analytics solutions for workers' comp insurance medical costs and reserves.
• Led transformation of data modeling preparation of claims and medical detail data from ad-hoc SAS processes to integrated data flow model and Java-based modeling tool, reducing costs by 50%.
• Directed delivery of automated model validation processes, improving efficiency by 25-30%—extensive experience with claims data and digital transformation using data analytics power to predict outcomes.

Consultant / IT Manager Big 10 Consultant DBA and Developer / Personal Liability Insurance and Healthcare

• Managed IT department for healthcare software company transitioning all IT of medical cost containment system built by external consultants to internal software development teams, reducing operating costs by 50-60%.
• · Managed DB2 database architecture and application query design for personal liability insurance and healthcare, implementing automated database tools that reduced DBA staffing needs by 75%.

· Voice of the Customer: Led delivery of data integration solutions from customer interactions and case management local repositories to support all VOC activities. Process improvements based on data analysis and analytics led to 15% increase in responses.

· International team management: Onboarded and managed offshore teams from India implementing cross-functional project management best practices transforming combined US and India teams into a round-the-clock development and delivery model through process modeling and analysis, goal alignment, international communication protocols, transparency, appropriate flexibility, iterative process development, and setting collaborative common team goals.