E Meyers Email & Phone Number

Chicago, Il, Us

United States

➢ Dedicated to making it as smooth as possible for new users to get set up and start ordering, with focuses ranging from sign-up improvements and a personalized onboarding UX, to restructuring account architecture and reducing dependency on human intervention➢ Owns product roadmap, OKRs, and GTM strategy for registration and onboarding, as well as the authentication service for over 50 vendor integrations➢ Working to reduce connections times: Created Quick Registration API allowing users to instantly connect their cloud-based POS to PartsTech, decreasing median connection times from 10 min to 0. Launched MVP of a dynamic guided flow which cut shop management setup time in half (18 min to 8.8 min).➢ Establishing experimentation best practices and processes using LaunchDarkly and Sigma, while owning attribute, metric, and segmentation improvements for vertical➢ Leads weekly agile grooming activities with globally dispersed team➢ Owns Stripe and Anrok implementations, including SaaS pricing design

➢ Owned tire vendor API integrations and launched searching and quoting features to improve tire UX, exceeding Q1 and Q2 GMV targets by 5% and 4% respectively, while increasing: Weekly active users +10% and monthly active users +16%; Average weekly orders per user +35%; Cart adds +2%➢ Partnered with newly formed data org to establish analytics and experimentation best practices across Product org, collaborating on LaunchDarkly implementation➢ Built platform’s first observability dash, focusing on integration errors

Nashville Metropolitan Area

PM on enterprise software team with a focus on enhancing agent investigation and resolution, as well as improving the customer experience of in-app support.➢ Launched a combined mobile and server initiative of in-app surveys that increased survey response rates by 9x, reduced chat reopens by 20%, reduced vendor dependencies, inspired a NLP examination of survey verbatim, and reenvisioned agent metrics➢ Launched numerous full-stack Twilio changes that improved SLAs and agent efficiencies, including Case Management functionality enabling agents to modify details on a Case, reducing Zendesk dependencies, all the while providing clearer context about users and a Case➢ Using quantitative data and qualitative user research, achieved stakeholder buy-in to prioritize roadmap inclusion of a 2022 redesign of the internal support agent knowledge base and CMS experience for writers➢ Partnered with UX Design to establish 2-year vision and roadmaps to improve the in-app chat support experience[Creating a more inclusive work environment]➢ As a member of Customer Platform's Inclusion and Diversity - Operate working group, I brought my content expertise to finishing touches on training and documentation, all the while compelling engagement across the org, leading to ~75% EOY training completion, above sponsor’s 70% target.➢ To make our features more accessible, I renewed focus to the significance of navigation for screenreader users, identifying various accessibility bugs in the app's chat UI which were prioritized as critical blockers to the In-App Surveys launch, and created/monitored a Jira epic explicitly to track internal Accessibility bugs this purpose so issues are resolved within SLA and not lost in a backlog

Nashville, Tennessee, United States

➢ Partnered with stakeholders to prioritize product releases, features, and partnerships in consideration of support ecosystem while managing team of 3 UX Strategists➢ Defined quantitative and qualitative success metrics for the end-to-end customer help experience, specifically as they relate to new products and features➢ Developed roadmap for continuous improvement of in-app self-help, automations, and UX/UI effectiveness using closed-loop analysis of customer feedback

Nashville, Tennessee, United States

➢ Impacted company-wide operational cost and quality goals by defining end-to-end system requirements across self-help, automations, and agent interactions to support in-app product changes and continuous improvement initiatives➢ Strategized Contentful CMS migration to reduce Zendesk dependencies and enable copy reusability across numerous content surfaces➢ Strategized Twilio integration across the customer and agent chat experience, including designing contact routing solutions to impact operational costs and quality goals such as Average Handle Time➢ Led process sessions to identify content needs and design taxonomy architecture

Greater Nashville Area, Tn

➢ Partnered with Engineering to develop a proprietary internal reference library tool➢ Collaborated alongside Product, Legal, Customer Experience, and Training to write UX and long-form content for Lyft's web Help Center and in-app Help tab➢ Monitored Google Analytics and internal data sources to evaluate Lyft’s Help Center usage and effectiveness

Greater Nashville Area, Tn

➢ Edited existing patient admission materials whilst creating/revising forms for clients, all the while maintaining regulatory compliance➢ Coordinated end-to-end purchase order process

Nashville, Tn

Antioch, Tn

Tuscaloosa, Alabama Area

Tuscaloosa, Alabama Area

Tuscaloosa, Alabama Area

Master'S Degree, Creative Writing

Bachelor'S Degree, English Language And Literature, General

Activities and Societies: Lambda Iota Tau

Education record