Ian Cornwall, Product Manager in San Francisco, CA, United States
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Ian Cornwall

Verified Expert  in Product Management

Product Manager

Location
San Francisco, CA, United States
Toptal Member Since
September 16, 2019

Ian is a knowledgeable product lead, seasoned marketer, and startup founder/CEO with more than a decade of product experience. He's worked in various capacities and led successful product teams at Amazon from C-suite presentations to writing his own MySQL queries for the data in the pursuit of making the best decisions. Ian also has an MBA from MIT, a BA from Yale, and was a Fulbright Fellow.

Project Highlights

Call Center and Case Management Platform
Led design and product for a call center platform, managing 20,000 cases per month and decreasing the time per case 5x for ten reps.

Expertise

Work Experience

VP of Growth

2021 - 2021
Q.ai
  • Led strategy and implementation of new onboarding flow and go-to-market system for AI-powered consumer fintech investment app.
  • Delivered 15% monthly growth, doubling funded investment accounts.
  • Managed a team of six growth channel managers and content writers.

Product Lead

2019 - 2021
Anthem Blue Cross and Blue Shield
  • Launched an integration of a new enterprise-wide digital messaging (chat) platform and scaled it to manage 300,000+ monthly member and provider interactions, representing 40+ million US-covered members. 90+ CSAT, 65+ NPS, with substantial efficiency savings.
  • Led cross-functional team of IT, business leaders, compliance and legal, L&D, and clinicians to launch a two-way SMS (text messaging) for both member service and clinical interactions, enterprise-wide. Led three times clinical member engagement.
  • Managed priorities and sprint objectives for four product owners (POs) throughout the scrum cycle, including planning, coding, QA, and delivery.
  • Launched an IVR call deflection flow to drive the adoption of digital messaging by members. Achieved a 20% conversion rate of new callers to channel, becoming the primary path for further adoption.

CPO | Founder | CEO

2017 - 2020
BigDayMade
  • Built out a client-business messaging platform and integrated it across the web, iOS, and Android for text and image sharing.
  • Hired and managed a remote team of ten designers, engineers (full-stack, back-end, front-end, iOS, ML specialist), marketers, and operations.
  • Launched and built a social-media management SaaS product for wedding photographers with current paying clients (web, iOS, and Android).
  • Led the design and product for a custom machine-learning platform for image classification and content recommendation, driving a 5x increase in user engagement.
  • Successfully built, launched, and grew to 20,000+ listings, a wedding vendor marketplace for engaged couples (web, iOS, and Android).
  • Led all customer support, fundraising, and sales efforts for the company.

Head of Growth Product

2013 - 2017
MyTime
  • Spearheaded marketplace growth—growing from zero to more than two million SMB-business listings, one million monthly visitors, and 20,000 monthly booked appointments.
  • Owned all strategy, lead generation, analytics, and external messaging and communications related to B2B growth.
  • Served as the product owner for all growth and marketing initiatives—drove design and roadmap for a distributed engineering team.
  • Led the product development for a call-center/case-management platform for a distributed team of ten reps, managing 20,000 cases per month.

Head of Marketing

2011 - 2013
Amazon
  • Owned all product, business development, operations, and strategy related to customer acquisition and new channel development; included all paid media (display, SEM, mobile, and affiliates) and house channels.
  • Owned an eight-figure marketing budget; drove 5x reduction in acquisition cost and 10x increase in new subscribers in 14 months.
  • Hired and managed a marketing team of eight members.

Senior Product Manager

2009 - 2011
Amazon
  • Served as the product owner for a 15-person agile development team; led daily stand-ups and executive product reviews.
  • Initiated, negotiated, and closed licensing deals with nine of the top 14 PC publishers, doubling YoY sales and closing key selection gaps for Amazon’s PC downloads store.
  • Launched Amazon Test Drive, which streams Android apps onto your desktop to “try before you buy” the apps for the mobile device.

MBA Summer Intern

2008 - 2008
Google
  • Designed and launched Google’s first initiative to reacquire inactive, self-serve SMB advertisers by channeling them to third-party partners.
  • Recruited third-party partners to participate in the initial pilot.
  • Created algorithm for selecting the initial set of SMBs to participate in the pilot.

Launched Enterprise Healthcare Chat Messaging Platform

Led architecture, integration, and launch of new digital messaging platform to manage over 300 thousand monthly member service and clinical interactions.

I led the product team in integrating the LivePerson digital messaging platform with Anthem's member services and clinical teams, covering 40M+ members and Anthem's provider, broker, and employer partners.

B2C Marketplace with Integrated Messaging

Created a wedding vendor marketplace, enabling engaged couples to find, message, and book top vendors in their area.

We've built one of the largest networks of wedding vendors in the United States, featuring real-wedding professional photography, to help engaged couples book the best vendors for their big day.

We help engaged couples message with vendors to ask questions about their work, exchange images, establish a connection, and book a meeting.

Social Media Scheduling Platform

Launched a social media platform—increasing client Facebook and Instagram post engagement 3x and growing revenue 65% MoM.

I led strategy, requirements gathering, design, development, release, and early sales for an innovative social media marketing platform. I also launched the product to the initial market of creative wedding professionals (photographers and planners). In the initial three-month launch phase, I grew sales by 65% month over month (MoM).

The product was designed from the ground up for the web, iOS, and Android—allowing a photographer to store a full portfolio of recent work and then compose, tag, and schedule social posts across six social sites.

In addition to my other duties, I led the overall system architecture, integration with third-party services, UX design, early client feedback, and agile process for new features.

Call Center and Case Management Platform

Led design and product for a call center platform, managing 20,000 cases per month and decreasing the time per case 5x for ten reps.

I designed, led the product development, and launched a call center platform with integrated case management for a team of remote call representatives. This project involved working with a sorting algorithm to balance inbound calls, new outbound calls, and following up on existing, open cases.

We developed an MVP within three days to get feedback from business stakeholders and reps. We then rolled out the full platform in the next month and saw an immediate 5x decrease in time spent per case. I also built out the executive dashboard's analytics and detailed reporting features.
2007 - 2009

Master of Business Administration (MBA) Degree in Business Administration

MIT | Massachusetts Institute of Technology - Cambridge, MA, USA

1998 - 2002

Bachelor's Degree in Political Science

Yale University - New Haven, CT, USA

Tools

Trello, Pivotal Tracker, Jira, Google Analytics, Stripe Checkout

Platforms

LivePerson

Paradigms

Agile, Agile Product Management, B2B2C, Agile Project Management, Scrum, Business to Business to Consumer (B2B2C), B2C

Other

Software as a Service (SaaS), Data Analysis, Pricing Software, Excel Modeling, Product Management, B2B, Business to Business (B2B), Marketing, Social Media Marketing (SMM), Facebook Marketing, Instagram, Instagram Marketing, User Stories, Market Fit, Market Research & Analysis, Enterprise Software, eCommerce, Product Roadmaps, Project Estimation, Feature Backlog Prioritization, Launch Strategy, Marketing Plans, Minimum Viable Product (MVP), Planning, Product Launch, Recruiting, Revenue Strategy, Direct to Consumer (D2C), Growth Marketing, Product Growth, Growth Hacking, Feature Planning, Web, Web Product Management, Digital Product Management, Product Discovery, Product Strategy, Product Vision, Consulting, Finance Product Manager, Mobile, Mobile Apps, Web Applications, Data Governance, Healthcare IT, Requirements & Specifications, Fintech, Consumer Behavior, Hypothesis Testing, User Experience (UX), Consumer Insights, Product Design, Artificial Intelligence (AI), Data Mining, Scrum Master, iOS App Design, MySQL, Google SEO, Amazon Web Services (AWS), iOS, Growth, Paid Search, Paid Media, Local SEO, Advertising, Funnel Optimization, Funnel Marketing

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