Robin Downing Email & Phone Number

Boston, Ma, Us

San Jose, Ca, Us

Defined product strategy and roadmap for clinical tools and client experience, aligning with company-wide goals.Owned the full development lifecycle for the company’s first mobile app from concept to launch; executed in less than 3 months, creating clear market differentiation as an industry first client focused app.Led the product, engineering, and design triad to develop a clinical data collection tool; launched in under 5 months, laying the groundwork for AI-enabled products by utilizing the new internal data source.Identified customer efficiency opportunities, leading my team to iterate on the document collection experience, enabling customers to self-serve and eliminating manual data tracking and customer outreach.Analyzed client onboarding conversion to identify product improvements, implementing changes that increased conversion by 9 percentage points in 4 weeks.

San Francisco, California, Us

Operations lead with ownership of the earner and consumer platform access operations at Uber for the US & Canada. Manage a team of high performing Sr. Operations Managers.The team's mission is to determine the identity and eligibility of those on the Uber platform based on their digital profiles. The team develops processes and guides product development to collect and validate identity information and enforce on our standards in a fair and transparent way to maintain a safe platform for earners and consumers across our mobility and delivery products.

San Francisco, California, Us

Addressed the user experience and effectiveness of the Uber platform from a variety of angles for the US& Canada; independently identifying opportunities, leading projects, measuring results, and developing a long term strategy.Compliance Experience: Created a better user experience during compliance processes including document collection, background checks, and account reviews for suspicious activity. Developed proactive messaging and clear support instruction based on key driver pain points. Driver Experience: Enriched the driver experience through working with our Product team to launch and/or adapt driver features that help address key driver use cases and increase driver earnings.Driver Incentives: Developed weekly strategy for the multi-million dollar driver promotion budget to create a stable marketplace and grow the business across the US and Canada.

San Francisco, California, Us

Managed a portfolio of cities in the Southeast US day-to-day operations, specifically focused on driver promotion strategy development and execution, airport relationship management, and event logistics optimization.

Worldwide, Oo

Led a current state assessment of agency-wide workforce data to identify opportunities for consolidation within seven business operations functions; presented findings to the C-suite business operations executivesCreated an automated program using SPSS and Tableau to measure the impact of investments and areas for future investment using quarterly trend analysis; trained program managers on the more reliable and repeatable processCalculated business innovation benchmark measures based on an assessment of businesses’ ability to innovate piloted with several Fortune 500 companies; measures and assessment were used to develop a new Deloitte offeringDeveloped a client satisfaction survey to evaluate team/client collaboration, knowledge flow, customer service, and results to gain data driven insights for strategic planning and an understanding of the customer experienceFacilitated executive leadership visioning sessions across several business units of an organization to identify priorities and associated KPIs that will achieve the units’ objectives and align with organization-wide five-year plan

Assisted in research for the second paper in a two part series on Medicare’s Outpatient Prospective Payment SystemProgramed Stata to transform a raw data set spanning 12 years of Florida hospital discharges to create the independent and dependent variables for the paper’s main regression

Washington, Dc, Us

Co-wrote “Intern Manual: An Introductory Guide to Working with Congress” for future interns about how a bill becomes a law, the federal budget and appropriations process and how to maneuver Capitol HillFollowed the reauthorization of the Elementary and Secondary Education Act through Congress, attending congressional hearings and policy briefingsResearched the 2011 freshman congress members’ views on various policy areas for staff to form policy coalitionsSummarized H.R. 1, The Full Year Continuing Appropriations Act, 2011, and its 583 amendments for staff to create vote recommendations