Senior Digital Product Manager
Stacy Lynn Carlson
American Electric Power
Dublin,OH
32
years of professional experience
1
Certification
Product management professional focused on digital channels, roadmap leadership, and customer experience improvement. Brings Agile and Scrum experience, strong data analysis, and cross-functional partnership to build business cases that reduce costs, improve adoption, and support better channel decisions.
Work History
Senior Digital Product Manager
3 Years 10 Months- Led digital product roadmap for electric utility customer platforms at American Electric Power.
- Coordinated and promoted strategic roadmap for AEP's operating company digital channels (websites, mobile apps, IVR/chatbot, alerts, and two-way text), enhancing digital engagement and user satisfaction.
- Utilized operational performance data and customer/industry insights to create business cases that strengthened channel health and enhanced customer experience and adoption.
- Prioritized backlogs with business leaders, developers, and utility stakeholders.
- Defined product requirements for online billing and account management tools.
Product Owner-Functional Systems Architect Senior
5 Years 5 Months- Customer Experience Digital Strategy - Developed and managed customer roadmap for AEP's operating company websites and mobile apps with a focus on improving customer experience, reducing call volume, and delivering business value.
- Enterprise Mobility and Augmented & Virtual Reality - Developed and managed roadmap for two teams focused on developing and implementing cutting edge, innovative solutions and tools to empower employees and promote our products and services
IT Business Systems Analyst
2 Years 4 Months- Executed Agile and Waterfall projects for Corporate Applications department, focusing on access management: gathered requirements, ensured traceability, developed story cards, analyzed data, and created test plans.
- Gathered business requirements for American Electric Power systems enhancements and fixes.
- Documented process maps, user stories, and functional specifications for technology changes.
- Analyzed workflows for Manifest Solutions support teams and electric utility operations.
Financial and Process Improvement Analyst
2 Years 3 Months- Monitored performance metrics and developed dashboards to track process improvement success and enhance departmental performance.
- Analyzed NiSource workflows to identify process gaps and improvement opportunities.
- Documented standard procedures supporting utility operations and compliance requirements.
- Collaborated with cross-functional teams to refine work instructions and handoffs.
Business and Process Improvement Analyst
8 Years 10 Months- Facilitated cross-functional focus groups to identify process improvement opportunities, managing and implementing initiatives across multiple company areas
- Conducted commodity and supplier analysis to support strategic sourcing and enhance contract negotiations.
- Developed and delivered instructor-led and computer-based training programs alongside comprehensive technical documentation
Marketing and Executive Support
2 Years 2 Months- Developed executive-level materials, including PowerPoint presentations and process flow charts, to effectively communicate key concepts for several organizations.
Events Marketing
1 Year 3 Months- Coordinated event marketing initiatives, managing conference presence, speakers' bureau, and special events for start-up educational technology company specializing in technology-enhanced curricula for algebra, geometry, and writing.
Project Leader - Marketing Services
8 Months- Developed and implemented corporate programs, policies, and special events for spin-off company and business units focused on mortgage, real estate, domestic and global relocation, and household services, enhancing brand alignment and operational coherence.
Customer Support Analyst
3 Years 6 Months- Actively involved in all areas of the call center, supporting both the consumer and the commercial clientele.
Education
BA - Communication/Public Relations And Spanish
MBA - Financial Leadership Tract
Skills
Digital channel strategy
Digital product roadmap
Backlog prioritization
Agile delivery
Stakeholder management
Data analysis
Certification
Project Management Professional - PMP
Personal Information
Title: Senior Product Manager
Timeline
Senior Digital Product Manager
American Electric Power
01.2023 - CurrentRead More
Product Owner-Functional Systems Architect Senior
American Electric Power
08.2017 - 01.2023Read More
IT Business Systems Analyst
Manifest Solutions/American Electric Power
04.2015 - 08.2017Read More
Financial and Process Improvement Analyst
NiSource
01.2013 - 04.2015Read More
Business and Process Improvement Analyst
American Electric Power
03.2004 - 01.2013Read More
Marketing and Executive Support
Kelly Services/Manpower
01.2002 - 03.2004Read More
Events Marketing
Carnegie Learning, Inc
07.2000 - 10.2001Read More
Project Leader - Marketing Services
GMAC Home Services/Mortgage
09.1999 - 05.2000Read More
Customer Support Analyst
PNC Bank
02.1995 - 08.1998Read More
Slippery Rock University
BA from Communication/Public Relations And Spanish
Read More
Franklin University
MBA from Financial Leadership Tract
Read More