Stephanie Conway, PMP
Dobbs Ferry
Summary
Product Operations and Strategy leader with 10 years of experience partnering across Product, Operations, and Customer teams in consumer, retail, and SaaS environments. Proven ability to amplify the voice of the customer, enable high-quality product launches, and drive operational excellence through data, AI, and change management. Deep experience owning VOC programs, translating customer insights into product decisions, and aligning cross-functional teams to deliver the right products at the right time.
Overview
7
7
years of professional experience
Work History
Project Manager / RevOps Partner
Aspire Law
06.2024 - Current
- Act as Product Operations partner to leadership, translating customer feedback, capacity data, and operational trends into product and resourcing decisions.
- Launched and owned the firm's first NPS program, defining survey strategy, timing, analysis, and detractor follow-up workflows.
- Retained two at-risk enterprise clients, protecting $100K in net profit through targeted VOC-driven interventions.
- Built operational enablement playbooks and internal documentation to support evolving service offerings and process changes.
- Led company-wide change management initiatives (EOS), aligning all teams on scorecards, OKRs, and execution cadence.
- Designed AI-powered automations for matter intake and billing, reducing manual work.
- Optimized and consolidated the tech stack, reducing annual costs by $25K while improving data visibility.
Freelance Product Operations & Program Manager
Enterprise SaaS & CPG Clients
NYC
11.2023 - 06.2024
- Partnered with Product, Engineering, and GTM teams to optimize product launches and subscription offerings, generating $500K+ in new revenue.
- Analyzed customer behavior, feedback, and A/B testing results to inform product iterations, driving 25% month-over-month growth.
- Built SQL-based dashboards tracking NPS, churn, adoption, and profitability, feeding insights directly into product roadmaps and investor materials.
- Led cross-functional launch readiness across Product, Legal, Creative, and Engineering teams.
Program Manager (COO-in-Training)
Spearhead Hospitality
Chicago
04.2022 - 01.2023
- Partnered with CFO and executive leadership to launch new business models and delivery platform integrations.
- Led change management initiatives for 1,000+ employees, ensuring adoption of new vendors and operational standards.
- Analyzed guest feedback and operational performance to improve product quality and customer experience.
- Built NetSuite and Excel dashboards to track KPIs, guest satisfaction, and revenue trends.
- Managed and developed a team of 50, promoting ICs into leadership roles.
District Manager
Foxtrot Market
Chicago
02.2021 - 04.2022
- Owned operational performance and customer experience for $40M+ P&L across 10+ retail and eCommerce locations.
- Operated within a multi-sided marketplace, balancing customer expectations, frontline team needs, and vendor partnerships.
- Owned all vendor relationships and negotiations, consolidating suppliers into a single national partner (TriMark), saving $100K+ annually.
- Partnered with Product and Engineering to execute eCommerce feature rollouts and fulfillment improvements.
- Presented customer insights, operational trends, and product impact analyses in monthly executive reviews.
- Used SQL and Looker to forecast demand, reduce labor costs by 10%, and cut product waste by 20%.
- Led the pilot and national rollout of shipping via Shopify Plus, creating a multi-million-dollar revenue channel.
Operations Manager
Foxtrot Market
Chicago
06.2019 - 02.2021
- Collaborated with Product and Engineering to design and launch an internal pick-and-pack application, improving pack times by 50% and reducing mis-picks by 45% within 30 days.
- Owned Voice of Customer, implementing Kustomer CRM and Dialpad to capture, analyze, and act on customer feedback.
- Increased customer retention by 35% through structured feedback loops and escalation frameworks.
- Used customer event data to drive product and operational changes, including packaging improvements (hot and insulated bags).
- Supported Series C fundraising by translating customer insights into data narratives contributing to $100M raised.
- Supported rapid scaling from 100 → 2,000 employees, building SOPs, enablement materials, and quality standards.
Education
MA - Journalism
City University of London
BA - English
Pacific Lutheran University
Skills
- SQL
- Tableau
- Looker
- Excel
- KPI & Dashboard Design
- Kustomer
- Zendesk
- HubSpot
- Jira
- Notion
- Shopify Plus
- Zapier
- IFTTT
- Prompt Engineering
- Agile
- EOS
- Change Management
Preferred Name
Stevie
Technical And Analytical Skills
SQL (weekly), Tableau, Looker, Excel (Advanced), KPI & Dashboard Design, Kustomer, Zendesk, HubSpot, Jira, Notion, Shopify Plus, Zapier, IFTTT, AI Agent Design, Prompt Engineering, Agile, Lean, EOS, Change Management
Timeline
Project Manager / RevOps Partner
Aspire Law
06.2024 - Current
Freelance Product Operations & Program Manager
Enterprise SaaS & CPG Clients
11.2023 - 06.2024
Program Manager (COO-in-Training)
Spearhead Hospitality
04.2022 - 01.2023
District Manager
Foxtrot Market
02.2021 - 04.2022
Operations Manager
Foxtrot Market
06.2019 - 02.2021
MA - Journalism
City University of London
BA - English
Pacific Lutheran University