Jennifer Fragale

I was the product lead in a cross-departmental team that created the 2015 TCS NYC Marathon mobile app. I led two development teams to create a cohesive overall user experience, which resulted in over 300,000 downloads.

I managed monthly agile sprint cycles on the New York Road Runners (NYRR) in-house customer portal and eCommerce platform, which generated $80 million in annual revenue. I focused on solving problems, providing users with new features, and mitigating risk.

I launched the app four months early, in April 2020, in rapid response to COVID-19. The app achieved nearly 100,000 downloads, significantly improving the net promoter score (NPS). It was 50 points above all other digital touchpoints, and its ease of use was rated 79%.

I defined and executed a roadmap to continuously add valuable app features. I drove the payments feature to surpass web portal usage by 50%, demonstrating substantial cost savings and return on investment (ROI) through strategic analytics and feature additions.

The call center saw a drop in payment-related calls, resulting in customer service cost savings of 30%+. To affirm the app's positive ROI, I implemented an analytics strategy, tying back to North Star metrics and business goals. With this, I tracked and measured key performance indicator (KPI) metrics to understand product usage and leverage data to drive product decisions.

Joined a failing team to steer the project back on track. I turned around stakeholder sentiment by revitalizing project direction to align stakeholders and team objectives.

I owned the product plan and roadmap to deliver a BI dashboard with proven visualizations. With this, I launched a successful, on-time beta dashboard—which three previous firms failed to deliver—saving significant employee hours performing weekly data synthesis.