Casey Phillips Email and Phone Number
San Diego, CA, US
Casey Phillips's Location
San Diego, California, United States, United States
Casey Phillips's Contact Details
Casey Phillips work email
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Casey Phillips phone numbers
About Casey Phillips
I'm a seasoned product manager with a passion for solving complex customer problems by leveraging the latest and greatest in AI & ML. Over the past decade, I've led the development of AI-powered products that have significantly improved the lives of users by solving tangible customer problems, while yielding meaningful business outcomes.With an MBA and a background in software engineering, I bring a well-rounded perspective to product development, balancing technical feasibility with business impact and user-centric design.Key Achievements: - Spearheaded the integration of cutting-edge LLM and Generative AI capabilities into the eBay platform, while leading the development of a first-of-its-kind conversational shopping experience from 0 to 1. - Led the launch of advanced ML algorithms at Uber, optimizing rider-driver matches in challenging environments like airports and large event venues. - Developed groundbreaking AI-driven conversational experiences for TurboTax and QuickBooks, setting new standards for intelligent assistance in fintech. - Hands-on experience in successful NLP model training and tuning across platforms such as Google Dialogflow, IBM Watson, and Amazon Lex, including development of a native NLP model using TensorFlow.My Approach: - Bridging the gap between complex AI concepts and clear, actionable product requirements - Effectively communicating with and influencing executives and cross-functional teams - Driving data-informed decision making through advanced analytics and AI insights - Being a leader and providing mentorship to junior product managersI'm passionate about pushing the boundaries of AI-powered products, creating transformative experiences that delight users and drive substantial business value. My goal is to continue shaping the future of AI in product management, mentoring teams, and leading high-impact initiatives in the rapidly evolving landscape of Generative AI and LLMs.Let's connect and explore how we can drive AI product innovation together!#chatbots, #AI, #artificialintelligence, #productmanagement, #productmanager, #datascience, #conversationalAI, #machinelearning, #ML, #naturallanguageprocessing, #nlp, #srproductmanager #search #messaging #livechat #genai #generativeai #llms #largelanguagemodels #chatgpt #gpt3 #gpt4 #llm
Casey Phillips's Current Company Details
Exponent
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Product Management Career Coach
San Diego, CA, US
- Website:
- tryexponent.com
- Employees:
- 39
Casey Phillips Work Experience Details
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Product Management Career CoachExponentSan Diego, Ca, Us
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Senior Technical Product Manager Ii, Generative AiEbay Nov 2023 - PresentSan Jose, Ca, UsLeveraging LLMs to deliver intuitive Generative AI experiences for eBay shoppers that make shopping on the platform fun, effortless, and magical. -
Senior Product Manager, Ai/MlUber Mar 2022 - Jul 2023San Francisco, California, UsResponsibilities:- Led the product roadmap for ML & matching, focused on improving the quality and outcomes of rider<>driver matches at airports and large events. This product area sits at the intersection of several key aspects of Uber's two-way marketplace including rider experience, driver experience, pricing, offer experience, etc., requiring significant cross-functional coordination and alignment.- Ensured that Uber's matching system at airports and large events promotes reliability, so riders can count on Uber whenever they request a trip. Sub goals include minimizing rider<>driver wait times at the pickup location, reducing the amount of time it takes to match a rider with a driver after requesting a trip, and reducing the avg. driver ETA for airport and large event pickups.- Tested, deployed, and optimized a variety of rider<>driver matching philosophies in an effort to streamline the efficiency of Uber's efforts to match riders and drivers at airports and large events.Accomplishments:- Led a variety of ML projects to improve the decision making quality of Uber's driver-facing many-to-many matching system, resulting in a +1-2% improvement in trip request completion rate.- Worked on the development of a new matching experience aimed at mitigating the harmful effects of drivers that try to "game" Uber's matching efforts, improving driver offer acceptance rates by ~9%.- Helped deploy a fundamental change to the matching of riders and drivers at airports, aimed at reducing wait times at the pickup locations for both riders and drivers. This reduced avg rider wait times by ~9%.- Led a successful initiative to audit and improve the performance of matching technologies designed to reduce driver ETAs for riders requesting Uber pickups at airports and large venues. Improved driver utilization of these matching technologies by ~6%. These matching technologies, driven by supply/demand forecasting, reduced avg driver ETAs to the pickup location by >1 minute. -
Senior Product Manager, Conversational Ai & Natural Language ProcessingIntuit Aug 2020 - Mar 2022Mountain View, California, UsResponsibilities:- Led the product roadmap and development of AI-driven conversational AI and live human-to-human messaging experiences within Intuit's Consumer Group division.- Scaled AI-driven conversational AI and messaging experiences across the Consumer Group portfolio of products including TurboTax (Online, Mobile Native, Desktop, US, & Canada EN/FR), Mint, and Credit Karma with the goal of further reducing contact costs and increasing customer retention and lifetime customer value.Accomplishments:- Led an initiative to retrain the Natural Language Understanding (NLU) model powering TurboTax's conversational AI experience resulting in a greater than 50% reduction in Fallback (Not Handled) Rate.- Incorporated proactive answers via a new ML model designed to predict user intents based on product behavior, at the onset of conversational AI experiences, resulting in a 10% increase in Interaction/Engagement Rates.- Increased the utilization of contextual rules/logic to increase the personalization of conversational AI answers, resulting in a 10% reduction in Contact Rate and a 25% increase in Helpful (Correct Answer) Rates.- Helped develop an API integration to pull a user's E-file Reject Code directly into the conversational AI experience, to proactively help users with E-file Rejections, addressing a critical pain point and cause of product abandonment for millions of TurboTax users.- Led an effort to provide relevant conversation data between users and chatbots to the live agents that were utilizing Amazon Connect, to help streamline their conversation and more efficiently address user support needs via live chat. -
Product Manager Ii, Conversational Ai & Natural Language Processing PlatformIntuit Sep 2019 - Aug 2020Mountain View, California, UsResponsibilities:- Led the Conversational AI Platform's product strategy and roadmap from the Customer Success Platform organization, for all Intuit products and across all international regions.- Managed a comprehensive portfolio of projects that expanded the reach of Conversational AI across all international QuickBooks products.- Helped develop new ML-driven services that the chatbots utilizing Inuit's Conversational AI Platform could leverage to enhance their support automation capabilities.Major Accomplishments:- Implemented an ML model to automate the personalization of chatbot welcome message content, based on mass volumes of relevant Intuit user data, increasing engagement rate >200%.- Oversaw the development of an ML-based Search model that extracted answer snippets directly from Intuit's thousands of community content articles, allowing them to be utilized directly in the chatbot conversations, reducing contact rates ~10%.- Led the development and launch of the first localized Conversational AI experiences in the Quickbooks international products in the UK, Australia, Brazil, India, Canada (French & English), Mexico, and France.- Introduced the first Intuit-wide platform capability of a seamless, in-conversation handoff from chatbot to live agent utilizing Amazon Connect, increasing product conversion.- Received exceptional feedback on the TurboTax Assistant from PC Mag in their 2020 review of TurboTax vs H&R Block:"When you click the question mark link at the top of a page, the TurboTax Assistant opens in that pane. This is an innovative, interactive tool that allows you to enter a question and see multiple (usually) links to corresponding FAQs and other site-related information. It "converses" with you in a friendly manner and walks you through your query until you're satisfied. You can also call phone support (Spanish-speaking representatives are available). H&R Block Deluxe has a similar tool now, but it wasn't as effective in my testing."
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Product Manager Ii, Conversational Ai & Natural Language ProcessingIntuit Sep 2018 - Sep 2019Mountain View, California, UsResponsibilities:- Led the first Conversational AI product at Intuit from 0 to 1, enabling it to successfully supplant the legacy Search experience as the primary self-help product in TurboTax. We were the first team at Intuit able to successfully outperform the Search experience on key success metrics such as User Engagement Rate and Contact Reduction.- Owned the product roadmap and strategy of the TurboTax Digital Assistant, a chatbot designed to provide automated help and support to TurboTax users.- Ran multiple A/B experiments with the TurboTax Assistant vs the legacy Search experience, establishing key success metrics and guardrail metrics, as well as helping to analyze results and establish next actions based on them.- Helped architect and manage the design of high-level conversational flow strategies, particularly the contact funnel, to optimize the self-help user experience.- Oversaw a team of chatbot content designer tasked with creating the voice, persona, and conversational content of the TurboTax Digital Assistant.Major Accomplishments:- 20%+ reduction in customer support phone calls versus the previous self-help experience of Search.- 8%+ increase in user engagement with self-help content versus the previous self-help experience of Search.- 2%+ increase in product conversation (start-to-finish/pay) versus the previous Search experience.- First self-help product in the history of Intuit that meaningfully improved product conversion.
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Product Manager, Conversational Ai & Natural Language ProcessingOvationcxm Apr 2017 - Sep 2018Tiburon, Ca, UsResponsibilities:- I was the second product hire and tasked with building a brand new Conversational AI platform from 0 to 1 for OvationCXM's (formerly Boomtown) B2B customers that were seeking help in providing customer support for merchant technologies such as POS, receipt printers, and networking equipment.- This Conversational AI platform was aimed at allowing Boomtown’s B2B customers to build their own AI-powered chatbots to further automate solutions for their customer support queries. - The Conversational AI platform included a design tool for B2B customers to build their own chatbots leveraging integrations with Boomtown’s core Customer Support platform and its most critical data, a native NLP engine built off of Tensorflow, the ability to easily integrate on any B2B customer’s website, and an analytics solution for performance management.- Since this was a smaller startup, I wore many hats, and was often heavily involved in aspects such as sales pitches, maintaining enterprise client relationships, and even training the enterprise clients on how to use this Conversational AI platform.Major Accomplishments:- Led the development of Boomtown's Conversational AI platform from the ground up, which included going from MVP-state to revenue producing and a pivotal part of the enterprise software’s sales pitch, in under eight months.- Created, organized, and wrote Boomtown's first and only user-facing product documentation portal to help onboard and train enterprise clients on how to use the Conversational AI platform. (http://platform.goboomtown.com)- Helped create a native NLP solution using Tensorflow, that was tuned to optimize performance on the domain of merchant technology support. -
Product Manager, Electronic Medical Records SoftwareUp Rehab Services Jul 2016 - Apr 2017Marquette, Mi, UsResponsibilities:- Led the product roadmap of UP Rehab's in-house electronic medical records (EMR) software aimed at tailoring specifically to the needs of small-to-midsized physical, occupational, and speech rehabilitation clinics.- Created and maintained the entire library of user-facing product documentation to help with customer onboarding and training.- Frequently met directly with various worker roles at the target audience rehabilitation clinics to understand their pain points, leading to better product solutions and prioritization.- Worked directly with new customers to ensure they were onboarded correctly and often shadowed various workers at these rehab clinics to find opportunities to further enhance the efficiency of their workflows.Major Accomplishments:- Revamped the UI/UX of the UP Rehab EMR's registration and scheduling workflow which resulted in a 30% improvement in user adoption and a 20% reduction in this workflow's start-to-finish time.- Created UP Rehab's first and only product documentation and end-user training portal for their EMR, which resulted in a significant improvement in user success by creating more effective onboarding and promoting best practices for the everyday use of the EMR software. -
Product Manager, Electronic Medical Records SoftwareEpic Nov 2015 - Jul 2016Verona, Wi, UsResponsibilities:- Responsible for development and implementation of the Inpatient Orders and Infection Control applications during Epic EMR software installs at large healthcare organizations across the country. The Inpatient Orders application is one of the most demanding and challenging to implement at Epic because it integrates with almost every other EMR application in some capacity. - Led small teams of business system analysts and contractors from each hospital roughly a half dozen in size. I was the point of contact for any questions they had and was ultimately responsible for ensuring they had the knowledge and skills to build out the app configurations as needed.Major Accomplishments:- Certified in ten different Epic applications- Led an internal project to improve the clinical accuracy and UI/UX of nursing communication orders. -
Junior Product Manager, Saas906 Technologies Dec 2014 - Nov 2015Marquette, Michigan, UsResponsibilities:- Managed the product deliverables and roadmap for a SaaS-based website and software application development company.- Acted as the point of contact for clients, which included everything from responding to RFPs, meeting face-to-face with potential clients to determine their needs, proposing solutions, aligning on project scope, closing sales, and soliciting client feedback throughout the course of the product development life cycle.- Acted as an operational manager for 906 Technologies' Software Division. This included the reporting and analysis of the division's performance based on established KPIs to monitor productivity and profitability. I leveraged this information and acted accordingly to reach performance goals that were set by the ownership team.Major Accomplishments:- Established best practices to optimize the product development life cycle of the company. This included the introduction of agile & Kanban methodologies and components including: --- Daily standups and the use of Kanban boards to track and manage work--- Breaking larger client projects into smaller billable milestones to incorporate more client feedback and agility during the product development life cycle.- Created the division's financial and productivity reporting process and established the initial KPIs so the performance of the division could be accurately assessed. -
Graduate Research Assistant: College Of BusinessNorthern Michigan University Aug 2013 - Apr 2015Marquette, Michigan, UsResponsibilities:- While attending graduate school, I supported the professors in Northern Michigan University's College of Business with research projects. I primarily focused my research on Management Information Systems (MIS) with a concentration on how technology and business operations/processes can align to create organizational synergies and improved efficiencies. -
Software EngineerUnited Kennel Club Aug 2011 - Jul 2013Kalamazoo, Michigan, UsResponsibilities:- Developed applications that allowed for all of the company's dog show events and key day-to-day operations to be handled digitally versus paper.- There was no formal product manager, so I often engaged in several product management responsibilities on my own including:--- Meeting w/ end users to understand their needs and pain points--- Translating user pain points into solutions--- Prioritizing solutions--- Analyzing solution performance--- Maintaining a roadmap and backlogMajor Accomplishments:- Created a desktop and mobile application that allowed all of the company's dog show results to be recorded and submitted electronically with our without an internet connection as these dog shows were often held in areas with zero to limited Wi-Fi / data connection. This application immensely improved the accuracy, validity, and turnaround time of dog show results and reporting. -
Software Engineer InternRe/Max Dec 2010 - Jul 2011Denver, Co, UsResponsibilities:- Created web-based applications to assist the realtors, and the RE/MAX of Michigan staff that supported them, in their everyday tasks.- Frequently performed and analyzed SQL queries on RE/MAX of Michigan's expansive realtor database.Major Accomplishments:- Developed a web application using C# and ASP.Net that allowed RE/MAX admins to run custom SQL queries that were defined and executed through an intuitive web interface that required no understanding of SQL or coding.
Casey Phillips Skills
Sql
C#
Asp.net
Html
Windows
Management
Windows Server
Sharepoint
Databases
Programming
Troubleshooting
Project Management
Networking
Operating Systems
Information Technology
Microsoft Office
Chatbots
Ui/ux Design
Customer Service
Leadership
Content Strategy
Technical Writing
Product Management
Web Content Writing
Casey Phillips Education Details
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Northern Michigan UniversityMaster Of Business Administration (M.B.A.) -
Western Michigan UniversityComputer Information Systems
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Westwood High School
Frequently Asked Questions about Casey Phillips
What company does Casey Phillips work for?
Casey Phillips works for Exponent
What is Casey Phillips's role at the current company?
Casey Phillips's current role is Product Management Career Coach.
What is Casey Phillips's email address?
Casey Phillips's email address is ra****@****bal.net
What is Casey Phillips's direct phone number?
Casey Phillips's direct phone number is +190636*****
What schools did Casey Phillips attend?
Casey Phillips attended Northern Michigan University, Western Michigan University, Westwood High School.
What are some of Casey Phillips's interests?
Casey Phillips has interest in Football, Grandkids, Collecting Antiques, Exercise, Nascar, Home Improvement, Reading, Gourmet Cooking, Sports, Watching Auto Racing.
What skills is Casey Phillips known for?
Casey Phillips has skills like Sql, C#, Asp.net, Html, Windows, Management, Windows Server, Sharepoint, Databases, Programming, Troubleshooting, Project Management.
Who are Casey Phillips's colleagues?
Casey Phillips's colleagues are Bernard Yorke, Tom Lu, Leah Ashley, Kevin Landucci, Max Z. Tan, Evgenii Khvan, Yusuf Opeyemiyusuf.
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