Eric Hutchins Email & Phone Number

In my role as a Senior IT Product Owner at HealthPartners, I led the development of secure digital capabilities to enhance user experiences. By aligning product enhancements with strategic goals, we ensure valuable outcomes for our constituents. I also built and maintained product roadmaps and backlog to prioritize work effectively and engage in cross-team collaboration for planning and reviews.Accomplishments:* Hybrid Care web portal single sign-on* One time passcode* About me demographic preferences* Email campaign opt-in/out

In my role as Sr. Product Operations Manager at Summit Health, I spearheaded the development and implementation of key performance indicators, processes, and tools to facilitate effective decision-making for leadership. I guided the definition of product portfolio lifecycle goals and strategy, enhancing reporting and feature prioritization. Additionally, I revamped release management and go-to-market phases across cross-functional teams to drive improved efficiency.Accomplishments:* On boarded Aha! roadmap tool, integrated with Jira and provided internal training * Revised Go to Market process through collaboration and cross-team partnerships* Aligned senior leadership with product portfolio goals and srategies

Home Office

In my role as a Program Manager Product Operations at Spok, I owned program delivery and process improvement initiatives, setting clear goals and objectives for key performance indicators and executive reporting. Accomplishments:* Integrated product roadmap software (Aha!) with engineering tool (Rally), streamlining system administration and creating insightful portfolio dashboards* Successfully implemented a biannual release cadence for the product portfolio, boosting resource efficiency and enhancing customer engagement and sales opportunities

Eden Prairie, Minnesota, United States

• Own and communicate product roadmaps, KPIs and OKRs.• Evaluated customer, market, and environmental needs to drive value-add enhancements for the Contact Center/Care Connect Suite (Operator Consoles and Mobile Application).• Oversaw requirements development with cross-functional agile teams, being the user champion.• True partner with UX, A11Y, Content and other teams for optimal product representation and usage.

Minnesota

• Led teams in systems analysis & design for enterprise contact technologies (internal CRM, reporting, WFM, call recording) aligning technology roadmap with business strategies.• Coordinated projects, estimated resources, provided metrics, and managed vendor relationships.• Promote feature enhancements through partnership with UX/UI, Content and Marketing teams.

Minneapolis, Minnesota, United States

• Owned and facilitated interactions with technology leadership to provide strategic demand planning for business investment portfolios and programs.• Created and maintained technology roadmaps, heatmaps, and power-maps to align with supported lines of business.• Ensured stakeholder alignment, communication, and engagement with demand planning and roadmap.• Improved stakeholder satisfaction rating from 2.5 to 4.5 (5.0 scale) within the first year.

Minneapolis, Minnesota, United States

• Managed contact center telephony platforms including Avaya and Cisco IPT/VoIP, achieving successful process audit for Cisco Telephony Infrastructure.• Led MACD and break-fix support teams, enhancing Tier 2 and MACD service models for businesses.• Developed internal team core competencies matrix, metrics, and implemented customer satisfaction survey.

• Led workforce optimization and operations teams overseeing call forecasting, staff planning, and resource allocation.• Established demand roadmap and governed project and portfolio management activities to ensure efficient operations.• Acted as the point of contact for core technical services management, representing call center senior leadership.

Golden Valley, Minnesota, United States

• Managed and developed competencies of enterprise voice services team.• Owned telephony budget and managed relationship with service vendors.• Supported legacy PBX systems (Avaya, Nortel) and successfully implemented Cisco VoIP solutions.• Designed and supported telephony solutions, including call routing upgrades for contact centers.

• Managed PBX/ACD systems for contact centers and retail stores, overseeing telephony projects.• Successfully implemented remote call centers in Portsmouth, England & Pequot Lakes, MN.• Led project management efforts for telephony initiatives, ensuring seamless operations and customer satisfaction.

• Oversaw call center operations including call routing and workforce management tools.• Supervised phone teams, data entry, and administrative personnel for efficiency.• Developed staff planning, forecasting, and adherence reporting models for improved performance.

Bloomington, Minnesota, United States

* Secret Shopper - inventory competitor pricing for market strategy positioning and sales.* Warehouse Lead - manage inbound freight deliveries, stock building materials, operate forklift.* Dept. Manager - kitchen & bath including train and mentor sales rep's, own department budget.

Certification, Sales & Marketing Administration

Activities and Societies:

Certification, Office Management And Supervision