Amy Goodman Email & Phone Number

Sunnyvale, Ca, Us

Los Angeles, Ca, Us

San Francisco, Ca, Us

Gathered and analyzed UX insights from existing and potential Airbnb customers through quantitative and qualitative research methods. Developed systems to efficiently collect data and feedback from the community. Categorized and shared with relevant product teams. Researched findings and insights. Led app walkthroughs with leadership.-Implemented product features and enhancements to reduce the 60% contact rate to 10% in less than 4 months.-Launched a new API-based app to 12,000 global agents within 1 year replacing existing customer service tools.-Led projects to implement operational and tool updates to assist hosts/guests impacted by political/weather conditions.-Partnered with the product team to articulate and execute roadmap.-Served on the Strategic Planning Team, subject matter expert, and mentored team members.-Implemented systems for product updates to flow from product teams to Operations and Customer Support.-Served on the Airbnb’s DataU program enterprise training employees on SQL and utilizing information in the data warehouse.

Portland, Oregon, Us

Oversaw a team of engineers, designers, and writers for a world-class ecommerce website. Managed operations and teams, workflow, training, performance, strategic planning, and tracking of development and IT resources both independently and within management teams. Cultivated relationships and facilitated clear lines of communications throughout the enterprise. -Led a team to build an online book-buying tool enabling customers to input the ISBN of a book to be sold and provide on-demand estimates of resale value; recouped book inventory after the Amazon contract expired, increased inventory volume, and drove resell book purchases based on demand.-Leveraged the Powells.com online ecommerce site from 7 area retail stores allowing employees to transfer books from site-to-site to better assist customers; expedited fulfillment and transfer, streamlined the process, and enabled real-time inventory updates to be instituted at Powell’s and expanded to independent booksellers in a short period of time.-Successfully identified and executed process improvements and solutions to complex issues.-Championed change and managed implementation of new ideas and technologies.-Provided leadership, guidance, resources, milestone management, scope, and expertise throughout the project lifecycle.

Portland, Oregon, Us

Designed, developed, tested, and implemented new programs and processes for internal operations. Tracked and prioritized bugs and programming requests from users. Oversaw implementation of new systems supporting back-end operations. Leveraged multi-level internal feedback. Outlined and documented project direction, structure, operational process, and technical requirements. Developed functional and system design specifications for the development team.Key Achievements-Built a small team to implement a new system for operations, proposed a new reconciliation method for accounting, and introduced a new shipping line to accommodate the spike in orders as Amazon’s first Marketplace seller; successfully fulfilled new orders with minimal impact to staffing model and seamlessly reconciled books and financial statements.-Developed application documentation, the internal operations manual, and reports/tools for varying user bases including management, operations, accounting, and retailers.Recognized as a key stakeholder in staff training and complex problem solving.-Consistently evaluated and redesigned operational processes and technical tools to maximize usability and efficiency.