John Hale Email & Phone Number

California, United States

Bethesda, Md, Us

Formerly with Ease, acquired by Employee Navigator in April 2023.Benefits can be complicated and Human Resources tricky. I lead a team of talented product managers and analysts who are responsible for making that experience better. From complicated eligibility rules to technology-forward enrollment processes, we focus on offering Fortune 500 benefits for every company and do it as efficiently as possible.

Washington, Dc, Us

Led Product Management in business marketplaces, responsible for the development & evolution of product lines across three websites including BizBuySell, the market leaderBuilt and executed a bold 5 year product vision, strategy & roadmap, balancing long-term vision with short-term strategic goals in a startup type environmentDelivered extensive homepage and search result redesign in A/B Optimizely test, systematically iterating for growth in KPIs and ROI with early success metrics increasing by 40% in first month, effectively reversing pandemic impact to trafficShepherded technology stack evolution to a Services Oriented Architecture (SOA) where micro-services are grouped and exposed through a single API endpoint, expanding our technology solutions across multiple web sitesDrove robust Agile software development that was results-oriented with strong critical thinking and pragmatic delivery of user stories meeting delivery requirementsImplemented success metric building block for sprint deployments and monthly review to ensure aligned stakeholders and to adjust to changing needs quickly

Washington, Dc, Us

Spearheaded the network integration of our 2 broker subscription products creating new revenue streams and increasing sales while reducing infrastructure costs and administrative overheadMigrated our SEO strategy from link banks to a fully integrated Content Management System (CMS) and optimized structured data for all three business websites boosting traffic overall by 22%Enabled sales team with Salesforce Integration, mapping process flows and data, and creating detailed support materialsOverhauled our mobile experience by transitioning it to a fully responsive redesign of BizBuySell netting 8% listing growth and stronger increases in users and trafficImplemented conversion-focused funnel for individual lister product, iterating on the cross-sell opportunity balancing revenue growth with customer retention, resulting in 5x revenue growth with <5% increase in cancelations

Overland Park, Kansas, Us

Directed the content management and user experience of the Sprint Developer website, exposing and marketing new services and toolsets which grew traffic by over 200%Transformed market strategy into detailed requirements and converted customer needs into prototypes and valuable customer products (focusing on API exposure and consumption)Advocated for strategic initiatives impacting the developer program including life cycle management of services offered through the program for revenue generation as well as competitive initiatives to spur innovation with Sprint technologyInfluenced the developer community in Silicon Valley by integrating developer feedback earlier in the product development cycleAuthored two wireless communications patent applications, both of which were successfully filed and approved

Overland Park, Kansas, Us

Managed strategic initiatives impacting User Experience Design from concept through implementation to broker the fidelity of the design into practice, while focusing on schedule, quality and feasibility commitmentsNegotiated the inclusion of key design elements into production acting as a design advocate and performing frequent issue resolutionNegotiated changes to User Experience Sales designs as a business advocate due to system or funding constraints to ensure a workable design that improves usabilityFacilitated HiLUX (High Level User Experience-wireframes) design sessions which document a user’s typical experience with a product, often omitting technical solutions and user interfaces, to keep from inhibiting the design solution

Overland Park, Kansas, Us

Managed Customer Experience Strategy to enhance all customer touch points including retail, call center, online and onsite visits to improve loyalty and reduce customer churn.Managed transitional branding from Sprint to EMBARQ for Consumer Marketing and assisted with implementation of agency recommendations.Completed a detailed feasibility study to determine the need for expanded presence in local territories. Evaluated impact to market share, image and customer spend of 100+ new retail stores. Managed a detailed cultural analysis of local phone company division of Sprint as part of a Customer Experience Strategy review and offered improvement solutions.Implemented AMBER alert plan within Sprint giving all employees access to missing children information to improve brand image. Program was later expanded to the mobile alert system we see today.

Overland Park, Kansas, Us

Implemented Peregrine’s problem management tool, ServiceCenter, 7 months faster than predicted by vendor. Developed RACE prioritization process for customization requests to ServiceCenter and other supported technology.Managed Help Desk web site for support requests, self help, ticket status, and organizational knowledge share.Migrated 7000+ customers from Tivoli Service Desk to ServiceCenter in 6 months.

Overland Park, Kansas, Us

Promoted to supervisor of exempt staff within one month of rejoining the Help Desk.Negotiated all new information technology support requests for help desk technical support. Recruited and managed project management staff responsible for the integration of 230+ projects in 2001 with 0% turnover.Provided coaching and team leadership to a 12 member staff, which integrated support processes from Sprint Long Distance, Local and Mobile.

Overland Park, Kansas, Us

Built customer liaison relationships with all IT groups within the local division and worked within the HR organization to deliver appropriate training and support resources, partnering heavily with Organizational Development support staff.Consulted with Business Unit executives to ensure employee development supports the strategic direction, initiatives and tactical plans of the client organization while remaining within a $6.6M budget.Utilized strong matrix management capabilities by overseeing all training services provided to the customer business unit, including design and development, as well as assessment, selection and organization development initiatives.Forecasted future development and training needs by conducting needs assessments and gap analysis, resulting in negotiation with the business unit for a prioritized customer solution.

Overland Park, Kansas, Us

Managed Help Desk support impact of new tools and technologies to ensure the successful implementation of support, enabling increased resolve rate and decreased hold time.Led Help Desk project management team in the design and implementation of support processes for Help Desk project management detailing roles, responsibilities and common practices.Facilitated understanding & agreements between help desk/development/operations to further the efforts of the project.Served as support consultant to other Sprint organizations, assisting with problem management concepts, support relationships, customer education, core process utilization and training for problem management fix agencies.

Marrero, La, Us

Acted as CMO for all marketing aspects of the business including ad creation, media buys and negotiation, B2B marketing, promotions, and grass roots marketing strategiesFunctioned as midwest board member for Franchisee Advisory Council for two yearsMonitored and measured competitive risks, customer churn, customer satisfaction, and marketing campaign ROIProvided Public Relations interface for all media contacts as well as created and distributed press releases and negotiated local sponsorships