Alex Swan Email & Phone Number

San Francisco, California, Us

Provides product and program management guidance to various clients nationwide

San Francisco, California, Us

Led a series of impactful growth initiatives resulting in a YoY increase in aTPV of 142.31%. and 56.53% increase in active accountsSynthesized insights from sales calls and proposed targeted landing page message adjustments, resulting in a 20% rise in landing page conversionsWorked closely with the Risk team to develop a streamlined application experience and comply with financial regulationsAnalyzed diverse data sources including Google Analytics, internal product data, customer support interactions, and sales calls to diagnose low activation rates. Spearheaded a new onboarding flow, lifting activation rates by 15%Collaborated closely with cross-functional teams including engineering, design, sales, marketing, and operations, devising experiments and features that fueled active customer base growth

San Francisco, Ca, Us

Managed a team of five product managers and build solutions for Wish’s customer service (internal, external products, and policies), refunds and returns, post-purchase - orders management, and shipping & pick-up product areas to drive contribution towards Wish’s business objectives and goalsBuilt consumer-facing features that resulted in 620K annual increase in buyers, $36M annual increase in GMV and reduced CS costs by $815K for Wish. Developed Wish's JIRA/Sprint process alongside engineering and built Wish’s PRD, SDLC RACI, project plan, and experiment update templates for the Product org to use so we could spend less time on processes and more time building.Collaborated with logistics, marketing, business development, customer service, and data science teams to identify opportunities, refine ideas, and enable business and consumer outcomes across Wish’s 52 million annual buyers and 139 shipping countries;Responsible for defining product OKRs for product areas under ownership, reporting weekly in executive business review on OKR progress, and ensuring team’s roadmap directly contributes to our product and company OKRsWorked directly with Wish’s executive leadership team on steering company strategy and long-term vision of Wish’s product strategy from short-term growth to focusing on customer retention and increasing user trust

Menlo Park, California, Us

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world. Learn more at www.whatsapp.com/join/

San Francisco, California, Us

- Provided market and product insights and represented the voice of support operations to UberEATS product, operations, and engineering to improve user experience in our internal support tools and external product roll outs- Led global information architecture project to redefine UberEATS support data, resulting in improved data granularity and the revamp of global support processes, policies, and content for customers and restaurants- Built, launched, and managed global UberEATS help center navigation, content strategy, and content

San Francisco, California, Us

- Conceptualized, organized, and led seven-month global project to revamp Uber’s help center across 39 languages and 75 countries to provide localized support and sign up information to Uber’s riders and drivers resulting in a 52% reduction of non-support required tickets over four weeks after launch- Developed internal CMS requirements, prioritized requirements based off feature’s potential business impact, and worked with engineering and design to test, launch, and train community operations managers on new CMS tool - Built help center data dashboard to measure usability, CSAT, ticket volumes, and agent success to support data-driven content decisions for content managers- Implemented and managed new global business operations processes and content strategy to drive reduction in non-support related tickets and align across content touch points - Conducted experiments, user testing, and data deep dives to improve help center navigation, customer satisfaction, and first contact resolution for specific support issue types and contact forms- Acted as intermediary between Uber’s global community operations team and community operations product team- Supported the building and debugging of product team’s CMS tool through diagnosing, troubleshooting and escalating CMS tool bugs to the engineering team

San Francisco, California, Us

- Developed and implemented new support processes to reduce the cost of support for Poland through analyzing SQL support data and interviewing business operations associates - Managed software development agency selection process, drafted website requirements, selected designs, and executed launch of custom helpcenter website for Uber Poland- Analyzed support chat data to determine what types of issues users faced at different points of the on boarding process

Armonk, New York, Ny, Us

We are changing mobile enterprise one Apple + IBM app at a time.

Armonk, New York, Ny, Us

Selected Client Experience:Program Manager for Frank-Dodd Act Transformation Project in San Ramon, CA- Built program wide automated KPI dashboard reporting tool in excel for large financial regulatory transformation to track program and project level risks, action items, and dependencies reported weekly to CIO and stakeholders- Developed waterfall project methodologies and business requirements documentation deliverables for program

Armonk, New York, Ny, Us

Selected Client Experience:Business Analyst for Gas Operations GIS Transformation Project in San Francisco, CA - Led a 4+ person cross-functional team of developers and business stakeholders to design and implement a document storage integration into SAP and GIS- Performed business processes mapping through user interviews and documented via Visio- Improved systems integration testing through analyzing a large SAP data set to set testing priorities- Managed a backlog of requirement items, working with stakeholders to quantify the benefits and prioritize these items for quarterly releases Assistant Release Manager for Redbox Instant Launch in Chicago, IL- Utilized JIRA and Confluence to track development of agile product release - Obtained status reports, tracked development and bug fixes for major release in daily scrum callsProject Management Assistant for eBay/PayPal enterprise SAP Transformation Project in San Jose, CA- Forecasted development time and expense budgets, created master project and work stream schedules with MS Project, maintained team communications, supported vendor relations and maintained reporting model for invoicing and invoice reconciliation

Masters, Management

Bachelor'S Degree, Economics, International Relations