Product Operations Manager
CurrentLed and managed the operational side of the Product Management team since early 2022, earning a title change in 2023. Responsible for customer success team leadership, product content management, stakeholder communication, and product development strategy.• Supervised a high-performing customer success team of six professionals, providing dedicated support to users ranging from SMBs, MSPs, to major business partners.• Facilitated effective communication channels between customers, account managers, regional sales, development teams, and product management. Orchestrated collaborative efforts to align objectives and achieve business goals.• Implemented robust management practices for the training content library, analyzing usage patterns to deliver enhanced value to customers, content providers, and Phish Insight. Training usage surged by 15% within three months.• Played a vital role in successfully redesigning the product onboarding customer journey, resulting in a 15% reduction in customer friction.• Collaborated closely with the product development management team, leveraging market research insights, product usage analytics, and user behavior data to formulate effective strategies that ensured continuous product improvement and customer-centric enhancements.• Actively contributed to an internal Learning Management System project, meticulously curating content tailored to the diverse needs of different departments and roles within the organization.• Engaged in the collaborative effort to curate content and develop the catalog for Vision One University, catering to the needs of customers, partners, and internal stakeholders (Trenders).
