Adam Sosinsky Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Oversaw delivery of award-winning customer experience for 2.4M+ accounts across all self-service digital channels (web, mobile app, chatbot, text), in support of $10B in revenue. Managed 18 person team (including 3 people leaders) and $XXM budget. Drove omnichannel product vision, strategy, and roadmap, including exploration of Machine Learning and AI opportunities. Partnered with and led cross-functional teams (Engineering, UX, Data Analytics, Operations, etc.) to deliver and optimize innovative capabilities, deploying customer-facing code every two-week sprint for continuous impact.Key Achievements:● Achieved 94%+ overall digital containment, inclusive of AI-powered chatbot sessions, delivering $100M+ in annual cost savings through provision of robust self-service capabilities and assisted-care deflection● Grew customer digital adoption 31%, registered users 43%, auto pay penetration 49%, and mobile app usage 3X, through omnichannel promotion, enhanced UX, and digital transformation of business processes and policy● Improved NPS 14 points by addressing key customer needs and pain points● Team honored with multiple industry awards for Digital Customer Experience (CX) Excellence, including being recognized by the International Academy of Digital Arts & Sciences as a Webby Honoree for AI-powered chatbot. (See Awards section below.)● Promoted from Senior Director with added scope of responsibilities● Helped 8 team members secure internal advancement while maintaining nearly 100% voluntary retention rate

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Served as General Manager of Xfinity WiFi On Demand (XWOD), a new e-commerce business, and led monetization, product management, customer experience, and mobile app efforts for the world’s largest owned and operated hotspot network. Managed $XM budget, mentored a team of 3, and developed vendor and strategic partner relationships. Partnered with Marketing to conduct user research, deliver customer-centric offerings, and run multi-channel campaigns. Defined and executed product strategies that supported rapid scaling and revenue growth into $XXM business.Key Achievements:● Increased sales 2.5X, gross margin 22%, average order value 35%, and conversion rate 83%, through continuous A/B testing, revamped product offerings, redesigned UX, and e-commerce replatform● Exceeded 5-year revenue plan in 3 years, creating key contributor to bottom line and subscriber growth● Developed reporting across 50+ KPIs to guide product priorities, user engagement, and business decisions● Increased NPS 28 points and reduced call-in rate 33% by enhancing support ticket visibility and upgrading customer care operations

Clients included: World Wrestling Entertainment (WWE), Storied, Blank on BlankAdvised companies on digital strategy and product innovation. Partnered with executive leadership to identify opportunities for revenue growth, improved customer experience, and scaling digital offerings. Conducted competitive analyses, reviewed market trends, and implemented data-driven solutions to improve user engagement. ● Reviewed, negotiated, and managed over a dozen agreements related to video content monetization (e.g. YouTube), digital ad sales, and cross-platform distribution (e.g. Smart TVs, mobile, gaming consoles) in 170 countries for the WWE Network app, a ground-breaking over-the-top (OTT) subscription video on demand (SVOD) service that became the fastest to hit 1M subscribers.

New York, Ny, Us

Full P&L ownership of global D2C, B2B e-commerce business. Defined and evangelized a growth-focused product vision, elevating its priority across departments. Collaborated with C-Suite, Marketing, Sales, and Engineering teams to integrate video into the broader product portfolio and drive customer engagement. Managed team of 2. Established strategic partnerships with key industry influencers to enhance brand visibility and expand market share. Utilized constant A/B testing to refine and optimize UX, product offering, and marketing campaigns. In 2014, Fast Company named Shutterstock one of the 50 most innovative companies in the world.Key Achievements:● Scaled revenue 104% to $20M (beating business plan), grew customer base 85%, and average order value 15%, through continuous product innovation and multi-channel marketing● Increased brand awareness by securing partnerships with RED Digital Cinema, Sony, and Rocket Jump

Led team of product, marketing, and technology executives from leading software, hardware, and entertainment companies (e.g. Microsoft, Sony, Universal Music, etc.) in the development and publication of a next generation, HTML5-based, digital media packaging format specification.

New York, Ny, Us

Oversaw global department responsible for new multimedia products, digital operations, and asset management strategy. Guided corporate interests in emerging technologies. Negotiated technology and cross-platform content licensing agreements (e.g. mobile, gaming, desktop, etc.). Liaison to IT, consumer electronics, and entertainment industries. Managed $5M budget and global team (NY & London) and facilitated their professional development.• Developed, launched, and managed company’s acclaimed Blu-ray Disc product line. Collaborated closely with video production, artist management, sales, manufacturing, and marketing on product planning, operations / production, and promotion. o Created and closed over $2MM in strategic partnerships and sponsorships (e.g. Dolby, Philips, Monster, Sony)o Named "Studio to beat when it comes to music in high-definition" by preeminent HD video site (Highdefdigest.com) based on superior audio and video quality as well as ground-breaking interactivity features.• Scaled availability of International content 75%, reducing staffing needs and shortening turnaround time 20%• Created digital photo archive and associated business processes. Provided immediate access to over 1M high quality images and associated metadata for priority artists.• Co-founded and represented Sony on Board of Connected Media Experience, LLC, a consortium of leading entertainment, software, and consumer electronics companies developing next-gen HTML5-based digital media.

New York, Ny, Us

Technology evaluation, new format development, and digital anti-piracy strategy and operations. Liaison to IT & consumer electronic industries and music trade associations on all digital rights management and anti-piracy matters. (Became Sony BMG Music Entertainment in 2004.)• Operationalized and oversaw international roll-out of innovative interactive CD titles (millions of units). Managed large cross-functional team across 17 time zones. Set up customer service operations, ran market research studies, and analyzed consumer feedback for continuous product improvement. #1 album in Europe.• Implemented global anti-piracy best practices including design and integration of industry-leading content watermarking tool, saving the company millions in lost sales

New York, Ny, Us

One of the initial hires in new division charged with devising strategy and building the operational capabilities needed to support transition to, and rapid growth of, digital business. Responsibilities included identifying technologies for use in digital distribution of audio and video, financial modeling, contract negotiation, and representing company in various industry forums.• Evaluated infrastructure solutions and negotiated vendor contracts in support of the launch of Pressplay, a pioneering digital streaming subscription service (currently known as Napster)• Successfully launched some of the earliest online digital music storefronts

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Management consulting. Advised employers on healthcare spending.Worked with large medical practices to navigate emerging managed care landscape. Financial modeling, project reporting, client management.

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B.S., Policy Analysis

Mba, Finance And Marketing; Media & Entertainment