Customer Experience & AI SupportManager
Elicit Research March 2024 – Present, Contract, Remote
SAAS, B2C, Generative AI

• Customer Support: Own the full customer support inbox. Respond to issues with accuracy, speed, and empathy across billing, bugs, product questions, and account access for 30k+ paid subscribers and 2+ million free users with at 94% CSAT score. Define and own escalation pathways and product collaboration.
• Support Strategy and Operations: Define how Elicit handles customer interactions. Establish support processes, playbooks, and prioritization frameworks that scale and set the quality bar for support interactions.
• AI and self-service support management: Evaluate, implement, and maintain AI-powered support workflows and automation that make self-service the default path for common questions.
• Knowledge Base Management and Strategy: Produce scalable content that reduced support volume and increased adoption — onboarding walkthroughs, short-form video tutorials, tips and guides.
• User Research: Establish customer feedback and user research processes and pathways to enhance the product and grow the user base.

Project Manager
Planetary October 2024 – January 2026, Full Time, Remote
Environmental Technology, Carbon Dioxide Removal

• Project Management: Plan, manage, execute carbon dioxide removal utilizing ocean alkalinity enhancement.
• Stakeholder Management: Build relationships with community members and site partners to ensure project success. Manage relationships with equipment and chemical supply partners.
• Budgeting: Administer budget of $250,000 and track carbon dioxide emissions for complete life cycle analysis.
• Business Development: Develop new opportunities to scale Planetary’s carbon dioxide removal efforts.
• Scheduling: Schedule large scale equipment deliveries, maintenance, and chemical delivery coordination.
• Technical Writing: Develop SOPs for safe system operations and maximum system uptime.
• Personnel Management: Hire and manage both temporary and permanent project staff.
• Risk Management: Identifying, managing, and resolving risks across logistics, supply chain, stakeholders, community members, budget, and staffing.
• Operations: Oversee site operations and personnel for 24/7 system operation, staff safety, and system efficiency.

Product Manager
Yellow Dog Software March 2024 – October 2024, Full Time, Hybrid
SAAS, B2B, Enterprise Inventory Management

• Product Management: Lead all product management functions for the core inventory software product, including the client interface, integrations, and software architecture development. Develop planning, execution, and release methodologies and guide standard software development practices.
• People Management: direct manager for the Quality Assurance Engineering team, providing performance oversight, coaching, hiring, and professional development guidance.
• Product Operations: Design and implement Agile practices, guiding transition from a waterfall environment. Establish standardized collaborative and cross-functional communication pathways, implement Agile standup, sprint, and retrospective processes, and design knowledge management and sharing practices on a company-wide basis.
• Stakeholder Management: Act as the primary facilitator between C-level stakeholders, customers, third party partners, and individual contributors to ensure consistent communication and process transparency, increasing productivity and efficiency in software development and release practices.
• Modernization and Change Management: Consolidated, updated, and migrated the internal product wiki, software development practices, project management practices, and team collaboration practices from multiple disparate and overlapping systems into a single source of truth. Retrained employees company-wide on communication practices and project management expectations, resulting in a significant increase in clear cross-functional communication, the establishment of standardized process guidelines across 20+ recurring processes where none previously existed, and a noticeable increase in company morale.

Senior Product Support Analyst
Help Scout April 2021 – February 2024, Full Time, Remote
SAAS, B2B, Customer Support Software

• Product Management: Defined and planned short term and long term projects and process improvements for support, product, marketing, and engineering teams, including product and feature launches, support training, customer data processes, communication and internal process improvement, and feature development.
• User Research: Conducted live and asynchronous qualitative and quantitative user research, analyzed data, and defined requirements to determine desired customer outcomes, with mixed methodologies including surveys, interviews, SEQ and scales, usability tests, guided testing, etc.
• Content Development & Writing: Developed content and technical documentation for knowledge bases for both internal and external use, improving the customer experience.
• Data Analysis: Applied data analysis techniques to customer support conversations and feature requests to determine product, marketing, and support opportunities.
• Usability Testing: Planned and executed User Acceptance Testing to improve product quality, resulting in 50+ bugs resolved prior to release of the products modernized core value proposition, the Inbox.
• Mentoring: guided junior teammates to develop knowledge, skills, and confidence to take on larger projects on product and support teams.
• Product Support: Provided technical product support to customers and internal team members, resulting in a 91% customer satisfaction rating.
  

Usability Program Manager
MeetEdgar.com July 2019 – March 2021, Full Time, Remote
SAAS, B2B, Marketing & Social Media Management Software 

• Market Research: Initiated a full redesign on the marketing website based on Inherent Value Testing with both long time customers and new leads for improved, researched based marketing of the product.
• User Research: Conducted live and asynchronous qualitative and quantitative user research, analyzed data, and defined requirements to determine desired customer outcomes, with mixed methodologies including surveys, interviews, SEQ and scales, usability tests, guided testing, etc.
• UX Copywriting: Developed all in-app copy as the sole UX Copywriter.
• Technical Writing: Improved customer satisfaction and self-help by designing, writing, and maintaining the user-facing knowledge base.
• Process Development: Designed and implemented a new feature request, bug, and story tracking system for the support and engineering teams, leading to a 20% reduction in backlog within 1 year.
• Project Management: Planned, conducted, and reported on user research and testing initiatives to inform strategic product design and direction. Wrote acceptance criteria, designed manual tests, prioritized user feedback, and managed bug and story tracking and prioritization.
• Customer Support: Provided chat and email support and technical troubleshooting for users with a 92% customer satisfaction rating.
  

Quality Assurance Lead
MeetEdgar.com October 2014 – July 2019, Full Time, Remote
SAAS, B2B, Marketing & Social Media Management Software

• Technical Writing: Spearheaded a complete rewrite of user facing knowledge base, managing a team of 3 and completing the project in 6 weeks, resulting in increased utilization and fewer requests for support.
• Software Quality Assurance: Defined the Quality Assurance strategy, values, and procedures.
• UX Research: Conducted live and asynchronous qualitative and quantitative user research, with mixed methodologies including surveys, interviews, SEQ and scales, usability tests, guided testing, etc.
• Customer Support: Provided chat and email support and troubleshooting for users with a 92% customer satisfaction rating.
• Product Management: writing acceptance criteria, design reviews, manual testing, bug reporting, and user feedback prioritization.