Alan Rappaport Email & Phone Number

New York, Ny, Us

Drove product strategy for mission-critical applications in Xome’s auction ecosystem, aligning a cross-functional team of product owners, analysts, UX designers, engineers, and business stakeholders.Led the ideation, development, and launch of a seller-centric application, providing portfolio metrics, asset insights, actionable task management, and communication tools to enhance client retention and drive new business.Engineered critical roadmap initiatives that substantially reduced 'time to market' for Xome’s essential operations, significantly enhancing Xome’s competitive position in the auction marketplace.Facilitated focused user workshops across Xome’s front-end and back-end systems to identify and address operational challenges and inefficiencies, driving system performance and user satisfaction improvements.Analyzed customer pain points and industry trends to develop a strategic, prioritized roadmap plan, resulting in actionable insights and enhanced senior leadership decision-making.Developed detailed customer personas and conducted in-depth user-journey analyses to pinpoint experience gaps, leading to targeted solutions that improved user engagement and operational effectiveness.

New York, New York, United States

Led the product planning, ideation, development and customer engagement of an e-commerce, B2B booking platform for Travel Leader Group’s 65,000 travel advisors.Defined standards and processes for an end to end development lifecycle, aligning product, UX, QA and engineering teams on a consistent methodology, improving the effectiveness of effort and reducing pain pointsUtilizing Smartsheet, established a tracking mechanism for engineering & QA teams to serve as an early warning system for risks, and distributed these reports to tech leads daily for immediate attentionAggregated data from numerous Smartsheets into a single, dashboard to communicate development status, KPIs, and user analytics providing transparency at a glance to project stakeholdersEngaged directly with executive leadership, technical leads, product support teams, and user advisory groups to solidify a concise, shared product vision and roadmapCoordinated priorities across a global team of 50+ engineers, QAs, business analysts and designers - managing product and development backlogs in Jira, and maintaining a product and feature wiki in Confluence wikiPlanned, managed and tracked focused beta tests to evaluate the effectiveness of key features, establishing success criteria, utilizing NPS surveys and utilizing Smartsheet to display all user-reported issues in real-time along with their current status (open/in progress/resolved)Conducted discovery sessions with product, tech and QA teams to define objectives, evaluate risks and align on approach by distilling complex goals into straightforward tasksWorked closely with SMEs, business leads and customers to gain an in-depth understanding of needs and pain points in order to craft solution based requirements for new features and enhancements

Greater New York City Area

Defined, planned, and implemented company-wide technology modernization projects such as crisis management response, mid-office automation, hotel savings programs, document delivery systems, and reporting platforms.Worked with the executive team to define a plan for technology enhancements, defining costs, ROIs, and timelines for all aspects of the project from beta testing to implementation, and executed against the plan communicating progress, and holding task owners to deadlinesConducted one on one interviews with travel advisors, business leadership and technical support teams to scrutinize pain points, identify root causes, and build solutions aimed at maximizing advisors time in revenue-generating opportunitiesScoped, solutioned and implemented ‘self-serve’ reporting capabilities as well as automated batch reporting to reduce the load on reporting team, improve reporting functionality, and provide direct access to client dataDeveloped data capture methods in Smartsheet for corporate agencies to illustrate their full value-added services and assisted with the dissemination of this data via custom dashboards and reports.Established a cadence for internal support process reevaluation and refinement in order to consistently meet expectations and improve effectiveness.

515 Madison Ave #10, New York, Ny 10022

Reporting directly to executive leadership, My role was to analyze, consolidate, and support existing technology and reporting platforms. Transformed existing support resources into an agile, client-facing team focused on best practices and quality of service.Analyzed, planned and executed an enterprise support desk restructuring, creating a formal escalation process, tiered, knowledge-based levels of support and analytics/reporting to provide visibility into recurring issuesScheduled and led monthly touchpoints with executive leadership to present metrics from support desk alongside targeted mitigation plans such as increased user training & documentation, and process improvementsCreated onboarding / offboarding process utilizing Smartsheet forms to expedite delivery of critical user configuration data to appropriate teams, ensuring adhesion to a set process, maintaining the integrity of data, and improving response times and accountability Standardized onboarding process for on-line booking tools utilizing Formstack & Smartsheet, improving time-to-marketDeveloped a system for cross-team resource management in Smartsheet utilizing web forms, shared calendars, notifications, and formulas to facilitate vacation requests and approvals while maintaining appropriate coverage among primary, secondary, and backup resources.

Fairfield, Nj

Managed technology needs of a $60 million dollar corporate travel division supporting front line agents, account managers, sales teams, and operations. Evaluated and re-engineered Telcom hunt groups and routing to provide the most effective call coverage, distribute workload, and meet service level expectations.Met with operations managers to define core quality control checks, and programmed these checks into mid-office automation, alleviating manual effort while assuring travel booking integrity and policy adherenceWorked directly with account managers to understand client challenges and implemented technology based solutions to address themAssisted sales team with demonstrating technology solutions to potential clients, as well as creating and implementing solutions required to earn new business.Evaluated emerging products and tools and presented their pros & cons to management.