Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Troy Woolman

Seattle

Summary

Seasoned product manager with over 10 years of experience at Amazon, specializing in optimizing processes and driving revenue growth. Expertise in managing large-scale product roadmaps, leading cross-functional teams, and delivering impactful features that enhance customer satisfaction and business outcomes. Proven track record in launching high-revenue products, reducing operational issues, and leveraging data to inform strategic decisions. Adept at transforming complex challenges into actionable solutions and excelling in fast-paced, dynamic environments.

Overview

11
11
years of professional experience

Work History

Senior Product Manager, Warranty Replacement Services

Amazon
11.2020 - Current
  • Managed warranty replacement services for over 500,000 customers annually, optimizing processes to enhance customer satisfaction
  • Developed and maintained product roadmap and backlog, prioritizing features and improvements based on strategic goals and customer feedback
  • Implemented first end-user survey to gather insights on refurbished products and warranty experiences, resulting in a 0.4-point increase in CSAT score (from 3.8 to 4.2 stars)
  • Designed and launched a compatible accessory widget on Amazon’s Manage Your Content & Devices page, driving an additional $1.2M in annual revenue
  • Constructed and presented program KPIs and shared goals to senior leaders, effectively aligning stakeholder expectations and demonstrating program value.

Program Manager (II), New Product Introduction (NPI) Launch Management

Amazon
11.2017 - 11.2020
  • Led cross-functional teams including hardware/software engineering, materials, and operations to establish reverse supply chain operations for 64 Amazon devices (e.g., Echo, Fire TV, Kindle)
  • Developed and executed a strategy that reduced new product warranty launch configurations by 32% and cut incoming warranty issue tickets by 92%.

Program/Product Manager (II), Program Management Office (PMO)

Amazon
11.2016 - 11.2017
  • Established and managed project intake process, ensuring alignment with business objectives and resource availability
  • Authored a comprehensive business requirements document (BRD) for a large-scale project, facilitating the development of a new shop floor control system.

Program Manager (I), Customer Experience/Content Policy

Amazon
02.2014 - 11.2016
  • Developed and maintained test plans for apps and Alexa skills in the Amazon Appstore, ensuring high-quality content delivery
  • Created and led training sessions for content testers, improving team proficiency and testing accuracy.

Education

Bachelor of Arts, Social Sciences -

Washington State University
Pullman, WA
12.2012

Skills

  • Product Strategy & Roadmaps
  • Cross-Functional Team Leadership
  • Customer Feedback & Survey Design
  • New Product Introduction (NPI) Launch
  • Go-to-Market Strategy
  • Reverse Supply Chain & Operations
  • Effective Communication & Presentation
  • Tools: Microsoft Office, JIRA, Asana, Confluence, Qualtrics

References

References available upon request.

Timeline

Senior Product Manager, Warranty Replacement Services

Amazon
11.2020 - Current

Program Manager (II), New Product Introduction (NPI) Launch Management

Amazon
11.2017 - 11.2020

Program/Product Manager (II), Program Management Office (PMO)

Amazon
11.2016 - 11.2017

Program Manager (I), Customer Experience/Content Policy

Amazon
02.2014 - 11.2016

Bachelor of Arts, Social Sciences -

Washington State University

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