Helen Brown Email and Phone Number

/ Own Zendesk's billing platform, enabling business model flexibility and scalability to improve time-to-market./ Launch a consumption-based AI business model to drive new revenue opportunities and unlock AI capabilities across core products/ Ensure tax, audit, revenue recognition compliance across the billing platform infrastructure

/ Drove global expansion efforts by ensuring seamless internationalization support for customers across 31 languages./ Launched automated workflows for machine translations for accuracy and speed (6x faster translations returns); increasing global user engagement and reducing localization overhead./ Led the product vision and strategy for internationalization to increase the serviceable addressable market and ensuring Zendesk’s global products were adapted to local markets

/ As a lead product manager, established and maintained the product strategy and roadmap for the desktop, web, mobile, and enterprise versions of the ArcGIS Business Analyst product suite. / Garnered trust and alignment from department leads for consistent user experience; / Launched a new product business model to target mid-tier client organizations and increase revenue forecast.

/ Conducted customer interviews, hosted recurring meetings with sales, customer support, tech support, distributors, partners, and clients (including health plans clients, hospitals, and nonprofit organizations in the health industry) to identify market trends and document problems to prioritize; / In collaboration with the data and services team, identified industry-leading data for the global market, reviewed terms and conditions; and prioritized software needs to deliver the data in intuitive workflows; / Ensured internationalization and localization of product lines and drafted competitive analyses for regional markets to meet global needs and goals.

/ Determined MVP and managed product strategy and roadmap that met quarterly OKR and B2B2C needs;/ Achieved 85+ SUS of new feature improvement for a web-based, CDC-certified diabetes prevention program (DPP) from outreach through program completion and support;/ Aligned cross-team members around product vision and strategy to meet “service-level” goals;/ Increased monthly consumer registration by 160% after applying personalization to acquisition campaigns; increased conversion rate from consumer registration to first-month return visit by rethinking re-engagement opportunities;/ Gained alignment across stakeholders for a SaaS diabetes management service product with a major healthcare partner and its vendors while maintaining a consistent, high-quality consumer experience (on mobile application with third-party APIs).

Product Ideation and Testing/ Determine MVP for new applications or revisions after conducting interviews with key stakeholders (key client surveys, interviews with customer support, sales, executives)./ Present existing product use data to determine new features that improve key performance indicators./ Perform remote and on-site user tests to gain insight into usability issues and modify screens as needed from lessons learned./ Prioritize features that meet company’s business objectives while juggling differing requests from various departments within three medical brands.Product Design and Management/ Diagram and design low- to high-fidelity wireframes and prototypes to be presented to stakeholders during ideation phase, to be used for user testing, and then to demonstrate what needs to be built to dev team members./ Write comprehensive product requirements to be used throughout development cycle by developers, QA, and designers, on-site and remote./ Convene with developers for technical feasibility of projects and to determine project timeline./ Complete UAT and Design QA, and assign JIRA tickets to dev team for maintenances fixes and quick feature requests to ensure completion of product per spec and adherence to global UI standards./ Maintain a clear product roadmap shared with team members and stakeholders.Product Launch/ Conduct remote and on-site training and provide documentation, and videos to sales, customer support, and marketing teams in preparation for product launch and customer onboarding./ Coordinate with the Marketing team to determine product highlights in marketing collaterals/ Identify key clients for beta testing and soft launch.Leadership and Collaboration/ Devise product document templates, methodology, and processes and train new designers and product managers / Meet weekly with managers to assign resources, establish deadlines, voice roadblocks, and to advocate for the needs of clients.

Usability Research and Testing for American Library Association's Connect Website:/ Designed and drafted a usability test to increase new user engagement to an online collaborative website for librarians and information scientists/ Screened and recruited participants that meet user personas / Conducted and drafted observation notes and design recommendations to address abandonment and user pain pointsUsability Research and Testing for Planetizen’s Online Courses Website:/ Designed, planned, and conducted face-to-face user tests to explore and find any navigational problems in searching for and viewing specific course videos.Master Plan Design for Conservation Development:/ Assist in the master plan design of a 25,000 acre land, provided design plans along with three-dimensional photorealistic images showing extensive wetland restoration and proposed designs. Required hand drawing, technical CAD for layout, SketchUp three-dimensional modeling, and Photoshop renderings.

/ Provided a conceptual design of a town center with pedestrian-priority streets and new retail and civic uses for the Windsor Downtown Specific Plan. / Designed mixed-use buildings and provided renderings of proposed streetscape improvements for the San Diego Commercial Imperial Corridor Plan. / Analyzed urban design and development impacts of two high speed rail alternatives (aerial and open trench options) and impacts to station area for the Redwood City High Speed Rail Impact Study. / Designed massing and height alternatives for mixed-use commercial residential development scenarios, and devised development standards and provided three-dimensional visual simulations of potential future developments for the South San Francisco Chestnut Avenue El Camino Specific Plan (City of South San Francisco). / Drafted residential and commercial development standards and guidelines and accompanying diagrams and perspective drawings for the Placer County Development Standards and Design Guidelines (Tahoe Regional Planning Authority), City of San Carlos Zoning Code Update

/ Sketched and modeled station design alternatives for the San Pedro Red Car Extension (Port Authority of Los Angeles). / Created a conceptual design plan of sustainable street improvements including new curb extensions, medians, and bioswales along Ocean Park Boulevard for the City of Santa Monica per City’s landscape and urban forestry standards. / Drafted the Hollywood Boulevard District and Franklin Avenue District Urban Design Guidelines and Standards (City of Los Angeles Redevelopment Agency).

Completed General Plan elements, EIRs, NMDs for City of Claremont and City of Colton. Pitched urban design improvements to city council members for adoption.

As an urban planner and designer, designed award-winning parks and streetscape improvements, transit-oriented developments in California and the Middle East (Palestine).

Led two affordable senior housing projects in Livermore and Point Reyes, from conceptual design phase through construction documents; communicated with non-profit developers and city planners to expedite permit approval; and proofread construction submittals.

Managed and completed design development, construction documents and the administration phase for the interior renovation of 173 hotel guestrooms; and corresponded with owner, contractor, and consul tants to implement construction decisions for Adaggio Hotel in San Francisco.