Stephen Shieh
Gilbert,AZ
Summary
Dynamic Product Manager with a track record of delivering 20+ product features from concept to launch, while driving strategy for up to 8 engineers across multiple teams. Combines product expertise with a customer-centric approach from customer success leadership experience. Certified Scrum Product Owner skilled in continuous user discovery, stakeholder collaboration, customer advisory programs, and agile/lean methodologies.
Overview
10
10
years of professional experience
Work History
Product Manager
Virtuous Software
Phoenix, AZ
08.2023 - Current
- Drive strategy for up to an 8-person engineering organization across two teams: Virtuous CRM (4-6 engineers), and Virtuous Volunteer (2 engineers).
- Delivered Quick Search enhancements by coordinating a Typesense implementation and conducting beta tests with over 20 participants, gathering and iterating on feedback quickly.
- Executed over 20 feature enhancements for Virtuous CRM and Virtuous Volunteer, including customizable navigation, a Google Maps integration, a two-step email unsubscribe system, SMS application updates, and improved donation visibility.
- Built a Customer Advisory Board program with over 30 customers across four quarterly meetings, directly influencing product strategy and engineering priorities through collaborative feedback exercises.
- Launched an accessibility initiative, implementing tools to enhance the user experience for visually impaired individuals.
- Coordinated complex .NET platform migration, leading testing and planning to successful production deployment.
- Led a rebuild of Virtuous Volunteer mobile app, serving over 20,000 volunteers.
- Enhanced the Volunteer Coordinator experience through volunteer certification tracking and improved registration workflows.
- Managed a bug resolution initiative, guiding the engineering team through over 60 fixes in one quarter, while balancing feature priorities and discovery.
- Manage the end-to-end product lifecycle, driving market research, leading the product trio in user experience research, competitive analysis, and opportunity identification for strategic product decisions. In accordance with the continuous discovery framework.
- Manage product roadmaps and agile ceremonies, including sprint planning, daily stand-ups, and backlog refinement.
- Led lean, Kanban-style development, including tight WIP limits to decrease context switching, continuous deployments, and just-in-time development.
- Collaborate closely with stakeholders across teams, including presenting progress updates to the whole company in monthly "Product Pulse" sessions.
- Write user story requirements and acceptance criteria.
- Coordinate and perform additional manual QA coverage for key deployments.
Director of Customer Onboarding
Virtuous Software
Phoenix, AZ
07.2022 - 08.2023
- Led two teams focused on driving time to value for customers. 6 onboarding project managers, and 9 data migration specialists.
- Facilitated the growth of 4 individual team members: 3 promoted to senior roles, and 1 promoted to manager.
- Brought a key metric, time to configure giving, down from an average of 47 days historically to 12 days.
- Worked directly with our partnerships team to scope and manage partner led onboarding, to keep time to value to less than 60 days for commercial data migration projects.
- Worked with the sales team to determine projected closed/won deals, in order to outline hiring projections for the future year.
- Provided weekly 1:1 coaching and training to the team.
- Engaged in quarterly ROCK planning with the team to set SMART goals.
- Managed day-to-day customer escalations with solution-oriented outcomes, and led department meetings and education.
Manager of Customer Onboarding, Project Management
Virtuous Software
Phoenix, AZ
03.2021 - 07.2022
- Managed a team of onboarding project managers responsible for implementing an average of 130 organizations, totaling over 2 million dollars in ARR.
- Built the onboarding project managers from 3 members to 8 in less than one year.
- Built a career path hierarchy on the team that consisted of onboarding specialists, commercial onboarding project managers, and enterprise onboarding project managers.
- Carried an enterprise onboarding book of business, averaging 20 accounts at a time.
- Managed expectations, deadlines, and milestone creation for data migration projects.
- Provided weekly 1:1 coaching and training to the team, while driving for department and company goals.
- Engaged in quarterly ROCK planning with the onboarding team to set SMART goals.
- Managed day-to-day customer escalations with solution-oriented outcomes, and led department meetings and education.
Director of Customer Success
Hownd
Tempe
09.2019 - 02.2021
- Led our 10 person CS department through a successful new product launch while adding consumer-facing support.
- Created and implemented an adoption phase for our merchant onboarding.
- Built an internal support team of 4 agents separate from our success team.
- Successfully created and implemented training for a 3rd party merchant chat support team.
- Built a partner training program using google classroom.
- Helped the product team hire and train a promotion fulfillment specialist.
- Maintained an average MRR churn rate of 2.8%.
Manager of Customer Success
Hownd
Tempe
06.2019 - 09.2019
- Provided weekly 1:1 coaching and training while driving for department and company goals.
- Engaged in monthly company operating reviews as the CS department representative.
- Acted as the CS representative for interdepartmental meetings and projects.
- Managed day-to-day customer escalations.
- Acted as the main point of contact for our corporate-level accounts like Elements Massage.
- Led department meetings and education.
- Leveraged the CS team to help with company projects for new initiatives.
Customer Success Manager / Onboarding Specialist
Hownd
Tempe
07.2017 - 06.2019
- Provided support and marketing advice to small business owners.
- Assisted and created direct revenue marketing campaigns for clients based on the purchasing season, to provide maximum value for each campaign.
- Focused on creating a seamless transition from sales to CS.
- Maintained an onboarding time to value consistently 5 days or less.
- Ensured clients utilized our platform to its fullest potential before transitioning to their assigned success manager.
Account Manager
State Farm Agent
Tempe
11.2016 - 06.2017
- Sold insurance products to meet client's insurance needs while contributing to personal and office sales goals.
- Developed relationships with clients through in-person meetings.
- Serviced day-to-day client needs, through billing, quoting, troubleshooting, and answering coverage questions.
Inside Sales Representative
Drive Time
Mesa
07.2015 - 11.2016
- Directed sales traffic to DriveTime dealerships through setting customer appointments.
- Made 50+ outbound calls per day.
- Educated customers on our product and answered any questions regarding the vehicle buying process.
- Utilized an online database to service potential customers and generate sales leads by phone or email.
Education
Business - Marketing
W.P. Carey School of Business, Arizona State University
Arizona, United States05.2015
Skills
- Certified Scrum Product Owner
- Product management and project management
- Market research
- Product strategy
- Roadmap development
- User experience research and continuous discovery
- People management and leadership
- Stakeholder communication and change management
- Public speaking
- Agile methodologies
- Jira, Confluence, Asana, Notion, LaunchDarkly, Mabl, Jellyfish, Gong, Productboard, FigJam, N8N, ChatGPT, and Claude
Awards
- Build Better Award, Virtuous, annual award given to 3 members at Virtuous who align with company values
- Esprit De Corp Award, Hownd, quarterly award given to someone who exemplifies Hownd's core values
- Top Performer, DriveTime, monthly award given to the top-performing sales associate
Timeline
Product Manager
Virtuous Software
08.2023 - Current
Director of Customer Onboarding
Virtuous Software
07.2022 - 08.2023
Manager of Customer Onboarding, Project Management
Virtuous Software
03.2021 - 07.2022
Director of Customer Success
Hownd
09.2019 - 02.2021
Manager of Customer Success
Hownd
06.2019 - 09.2019
Customer Success Manager / Onboarding Specialist
Hownd
07.2017 - 06.2019
Account Manager
State Farm Agent
11.2016 - 06.2017
Inside Sales Representative
Drive Time
07.2015 - 11.2016
Business - Marketing
W.P. Carey School of Business, Arizona State University
Similar Profiles
Jack HumphreyJack Humphrey
Senior Payments Specialist at Virtuous SoftwareSenior Payments Specialist at Virtuous Software
Banashree DashBanashree Dash
Lead Software Technologist - Testing at Virtuous Transactional Analytics Private LimitedLead Software Technologist - Testing at Virtuous Transactional Analytics Private Limited
Jyoti SharmaJyoti Sharma
AVP Marketing at Virtuous RetailAVP Marketing at Virtuous Retail
Tabitha KonoTabitha Kono
Order Processing Manager at Avanti Windows and DoorsOrder Processing Manager at Avanti Windows and Doors
Christopher CarpenterChristopher Carpenter
Automation/MFG Systems Software Engineer at IntelAutomation/MFG Systems Software Engineer at Intel