Product Manager in Atlanta, GA, United States

Worksafe is a web-based application that allows employees of an organization to return safely to their offices. It screens employees through CDC-guided questions and connects to an employer's badge security system to allow or deny access based on their answers. A robust dashboard provides real-time reporting to HR to help preemptively identify locations potentially at risk.

Working under the direction of the CTO as well as clinical and HR leadership, I developed the concept and led it through a complex internal compliance and review process through the launch of an MVP. The app is currently used in multiple offices globally.

Partnered with the leadership of national contracting and local market teams to generate over $1 million in cost of care savings per week by directing thousands of members daily to lower-cost facilities. Created a roadmap starting from a rapidly deployed MVP evolving to a full-featured tool geared to accommodate COVID-19 vaccination sites as well.

As the owner of the digital brand strategy and customer experience for OptBlue, I was the evangelist tasked with converting Amex-skeptics into happily accepting customers.

My team was the primary driver in signing up over one million new customers and significantly lifting NPS scores of existing merchants through a new brand architecture, effective digital marketing, and attentive customer support. In this journey, we pioneered many tactics for Amex merchant services, including the first SEM campaigns, customer video testimonials, and PR partnerships.

We heavily leveraged Agile software development methods in designing, developing, and deploying all the supporting technology for this initiative.

My task was to devise a way to integrate small business content into Amex Offers, a feature of the Amex app, website, and social pages.

Building a business case for creating this feature, I then collaborated with developers, big data analysts, and third parties to design a solution that enabled Amex partners to acquire offers and present them to end users.

Know Before You Go is a concept that arms insurance members with the necessary information and tools to make informed decisions about an upcoming episode of care.

Partnering with the customer service reimagine team, I developed a concept to proactively educate members about issues they are most likely to call about. This initiative leverages predictive modeling to generate personalized information and uses the client's app, website, and emails to surface it to the user in a timely manner, reducing the 6M+ annual calls about benefits and coverage.

Being part of a core team that built Best Buy's Reward Zone from scratch was a truly exciting experience, the lasting effects of which I still feel every time I walk into one of their stores. The program we launched lifted spending by 13% and planted the seeds of a program that is now over 30 million strong.

During this initiative, I worked very closely with product owners to carefully capture and prioritize user stories, then led a cross-functional agile team of ten developers, designers, and testers to launch the capabilities supporting the program.