Greg Smart Email & Phone Number

Salt Lake City, Ut

Delivered 6 classification and LLM models to automate risk decisions, fraud detection, and search augmentation influencing millions of dollars in operational savings.Established 10+ data pipelines from existing data lakes or warehouses required for the products.Projects were delivered on time or early because I continuously drove the collaboration with all cross-functional teams including client, data science, AI/ML engineering, and software development despite distributed teams and competing priorities.Developed excellent relationships with no surprises on projects because I facilitated weekly executive updates on timeliness and effectiveness of the AI ML models delivered.

Minneapolis, Minnesota, United States

Collaborated with business and science executives to transform scientific ideas and business capabilities into products and programs with simple, clear, and actionable strategies for building user experiences that engaged customers and generated the scientific and business outcomes desired within the financial costs forecasted. Built and operated original healthcare research programs reaching 2+ million potential subjects for 30,000+ participants by leading operating teams to recruit, enroll, and manage participants for the acquisition of primary research data to inform new product development decisions.Implemented compliant research operations to conduct all human subject research projects across 20+ health areas on behalf of 10+ PhD researchers for Optum Labs by hiring and leading a team of 50+ research operations personnel and managing dozens of research capabilities. Directly supervised employees. Lead, coached, assigned, and directed work, appraised performance, rewarded and disciplined employees, and addressed complaints and resolved interpersonal issues for ~10 direct reports.

Greater Salt Lake City Area

Developed and managed the minimum viable product operations for 3 new healthcare products in metabolic health, ambulation, and predictive algorithms generating millions in acquisition value by facilitating partnerships, product requirements, and prioritizing development efforts with Optum, Dexcom, Qualcomm, Fitbit, Google, and others.Maintained product planning, refinements, and adjustments to the roadmap in transparent collaborative project tracking systems. All products were visible, progress reported frequently, and product releases were predictable allowing the business to innovate quickly and iterate to continue to build value to the customer and to the business.Lead a global team of researchers through a portfolio of big data projects in search of differentiated products and services aligned with the investment fund objectives.

San Francisco Bay Area

Created and operated the Adobe Customer Experience and Advocacy Program for product teams and executives to understand and remediate all top 10 deficient customer experiences with significant improvement of customer retention of Adobe products and to address special issues or softness in the business because of customer experience issues.Owned regular executive communication with CEO and executive team to review vision and strategies for increased customer engagement that I built with a deep analysis of customer feedback mechanisms, alignment with business goals, and forecasted financial outcomes. As a result, I delivered significant changes in the user experience resulting in higher customer satisfaction and decreased customer attrition.

San Francisco Bay Area

Transitioned services operations from perpetual model to Adobe's Creative Cloud subscription model. Developed and launched 2 new major services in Global Customer Care to create additional value as part of new Adobe Creative Cloud subscription.Lead the operations for 300+ Global Customer Care personnel by establishing success metrics, coaching teams to achieve goals, and holding teams accountable for performance.Built and maintained comprehensive customer feedback mechanisms and programs to identify trends, innovations, and improvement opportunities to drive increased customer engagement and revenue for the Creative Cloud platform.

Greater Salt Lake City Area

Lead the product management activities for the flagship product through the entire product development lifecycle using effective collaboration and communication techniques with business leaders, software engineering, information technology, marketing, sales, implementation, and customer support resulting in on-time product releases with desired functional specifications. Grew product revenue year after year from $2.5 million to $30 million by listening to customer needs, prioritizing those needs, and collaborating with engineering to meet aggressive development sprint goals to deliver products and features customers wanted.Created and grew Product Management team of 12. Lead, coached, assigned, and directed work, appraised performance, rewarded and disciplined employees, and addressed complaints and resolved interpersonal issues.Tailored and implemented an end-to-end Product Management and Program Management methodology in collaboration with software development for inContact that systematically created artifacts such as market analysis, competitive analysis, product opportunity briefs, user personas, user story templates, product requirements documents, product roadmaps, workflow storyboards, wireframes, feature cards, sprint planning, prioritization rubrics, and numerous customer-facing documents to speed development, customer implementation, and marketing and sales.Launched profitable new products including VoIP connectivity, packaged services, and inContact NG while defining the product vision for the next generation platform project.Lead the early development and Product Roadmap of the product platform to achieve Gartner Magic Quadrant status.

Portland, Oregon Area

Developed processes to systematically incorporate customer feedback and requirements into the product.

Washington Dc-Baltimore Area

Standardized the project management processes and tools for 400+ consultants by leveraging industry best practices and constructing reusable tools and processes for large public and private projects.

New York City Metropolitan Area

Generated $5 million in software license revenue with the launch of 4 new products by identifying new markets through market research and sales opportunities. Significant contributor to the product strategy and roadmap for new enterprise products by conducting deep market and competitive analysis to align with the business goal of finding complementary market for existing high-end project management algorithms. Conducted comprehensive build-buy analysis, collaborated with designers and engineers to develop the product, and launched the enterprise product offering into the Financial Services market.Led product marketing for start-up division and flagship product generating $10 million in software license revenue in first year and earned #1 ranking in Gartner Magic Quadrant for the product category (Enterprise Project Management, TeamPlay) Drove alignment between software development, marketing, and sales by collaborating across the business to develop and launch sales engineering materials to keep marketing and sales aligned with a rapidly evolving product roadmap and close increasing sales per quarter.

Greater Philadelphia Area

Grew annual revenue to $14 million in assigned verticals and delivered 10K qualified leads with a budget of $3.5 million and 3 staff by maintaining comprehensive product marketing plan and briefing press and industry analysts.Built and maintained comprehensive market and competitive analysis for the enterprise project management space and identified trends, opportunities, and areas of innovation for the business.

Greater Salt Lake City Area

Launched 2 software products delivering $3.5 million in software license revenue with a team of 6 in product management and product marketing by leveraging customer feedback to eliminate software deficiencies and prioritize new features that mattered to the customer.Managed 30-seat call center for technical support and customer service and reduced call time and increased satisfaction by implementing knowledge base and reporting for tracking individual performance.Laid a foundation for my career to listen to the customers, collect their feedback, understand their challenges, and creatively solve problems that are important to the customer.