Highly skilled and passionate program manager with over 10 years of experience in customer service, coupled with 3 years of expertise in UX research principles and product management. Dedicated to creating intuitive and user-centric digital experiences, my goal is to deliver impactful results that enhance user satisfaction and drive business objectives.
Throughout my tenure at Peloton, I have excelled in senior program management and product management roles within the customer experience domain. By leading and collaborating with cross-functional teams, I have successfully developed and implemented new initiatives, ensuring the achievement of project goals. Additionally, I have designed and built processes, procedures, and workflows to enhance customer support specialist efficiency and achieve a Customer Satisfaction score goal of 90% or greater.
Proactively mitigating program risks, I have provided valuable recommendations and implemented solutions in collaboration with key stakeholders. Furthermore, I have demonstrated my ability to manage the execution of changes and interventions, enabling the attainment of program/project goals. Additionally, I have developed evaluation methods to assess program strength and identify areas for improvement, driving continuous enhancement of customer experience.
My expertise extends to product launch requirements, encompassing the creation of User Stories and User Acceptance Testing scenarios. By proactively adjusting the customer experience based on these requirements, I have ensured successful product launches. Moreover, I have effectively coordinated with third-party vendors to gather and understand partnership requirements for integration launches.
