Chief Product Officer
Current
Mar 2023 - Present
AeroLeads people directory · profile
Jack Mcdonnell Email & Phone Number
Chief Product Officer, City of Boston
at
City of Boston
1 work email found
@notname.com
4 phones found area 781 and 617
LinkedIn matched
✓ Verified Jul 2026
4 data sources
Profile completeness 100%
Current company
Role
Chief Product Officer, City of Boston
Location
Boston, Massachusetts, United States
Who is Jack Mcdonnell? Overview
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Quick answer
Jack Mcdonnell is listed as Chief Product Officer, City of Boston at City of Boston, based in Boston, Massachusetts, United States. AeroLeads shows a work email signal at notname.com, phone signal with area code 781, 617, and a matched LinkedIn profile for Jack Mcdonnell.
Jack Mcdonnell previously worked as Chief Product Officer at City Of Boston and Director, Learning Platforms (Customer training technology product leader) at Athenahealth. Jack Mcdonnell holds B.A., Liberal Arts from Sarah Lawrence College.
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Email format at City of Boston
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{first}@notname.com
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Profile bio
About Jack Mcdonnell
I am a Software-as-a-Service, B2B product management professional with 20 years of experience leading teams and building technology capabilities. I get excited by elegant solutions that solve gnarly, complex market problems and I’m drawn toward opportunities that have a social mission at their core. For the most recent 13 years I was responsible for driving technology work at athenahealth that shaped and scaled the customer success & service experience as the health tech company grew from $200 million to over $1 billion in annual revenue. Through that work I developed considerable experience scaling customer service operations teams, and also led a number of large-scale CRM and customer experience platform migrations. I’m cool-headed by nature and I believe that technology change isn’t scary—provided that we keep curiosity and empathy at the center of everything we do to create value for our users.
Listed skills include Product Management, Enterprise Software, Management, Saas, and 8 others.
Current workplace
Jack Mcdonnell's current company
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13 roles
Jack Mcdonnell work experience
A career timeline built from the work history available for this profile.
Director, Learning Platforms (Customer Training Technology Product Leader)
Owned responsibility for the Learning Management System (LMS) driving product training for over one million customer users and 6500+ athenahealth employees. Partnered with the Customer Success division to promote customer training engagement.Turned around a historically underperforming LMS team. Rebuilt stakeholder trust by ensuring on-time delivery of high-quality technical capabilities. Drove accountability by aligning roadmap deliverables to Customer Success strategic objectives.Established the first foundational product training framework across athenahealth’s customer network. Enabled onboarding simplicity and scale by ensuring every customer user would start from the same base of product knowledge.Solved the most frequently expressed customer complaints related to training. Reduced reports of inaccurate training completion by over 90%. Removed dozens of hours of low-relevance content through a modularized learning assignment strategy. Reduced annual Learning Platform operating costs by 20% and reduced turnaround time of most deliverables from weeks to days or hours.Led a rebuild of Learning Platform infrastructure to expand the reach of product training content into new marketing channels and customer segments. Delivered identity management (Okta), data lake (Snowflake Data Cloud) and CRM (Salesforce) integrations to establish a single source of customer data truth and a Single Sign-On (SSO) user experience.
Aug 2020 - Jun 2022
Director, Product Management
Led a team responsible for building strategic technology capabilities in partnership with the Customer Success division. Drove the development roadmap of athenahealth’s customer service, digital customer community, and professional services automation systems.Transformed the digital face of the Customer Success organization through the creation of the Success Community: a modern, scalable, unified platform for customer engagement and support; built on Salesforce’s Experience Cloud. Secured buy-in on the vision and guided a 20+ person, cross-functional team from concept validation through full product launch and subsequent enhancements. Unlocked $5 million in cost saving opportunities, created a unified customer experience, and enabled a more efficient customer engagement operation.Enabled a unified Customer Success organization in tight time constraints: following an acquisition and integration of athenahealth with Virence Health, managed a technology program unifying the combined Customer Success teams’ operations. Migrated a large Salesforce Service Cloud instance, an Experience Cloud customer support community and a customer learning management system within a three-month period, with no significant interruption to business operations.Aligned product management roles and engineering scrum teams by business function to establish accountable lanes of work. Created a governance structure and a communication rhythm to keep technology work in sync with division goals. Established agile development practices to ensure continual delivery of value to stakeholders.Completed the execution of a two-year initiative to simplify online customer service and promote self-service and consistency of information. Led the development of search, knowledge management, issue routing, escalation, and communication tools; these improvements contributed toward a 10+ point Net Promoter Score increase.
Jul 2018 - Aug 2020
Senior Manager, Product Management
Defined a multi-release roadmap to retire several legacy customer support tools and establish Salesforce’s Experience Cloud as a unified platform for online customer engagement across all points in the relationship lifecycle. Led development from initial concept validation through minimum viable product launch.Shifted 14% of phone support demand to online channels, at one-fifth the cost to support compared to phone.Secured leadership buy-in to build service delivery around the Knowledge-Centered Service (KCS) methodology. Kicked off a strategic roadmap resulting in a KCS practice followed by hundreds of support agents in four locations.
Jan 2017 - Jul 2018
Senior Manager, Product Innovation/Senior Technical Program Manager
Managed a year-long project that resulted in a one-day CRM cutover from SugarCRM to Salesforce, across a 2000+ user base, with negligible disruption to business operations.Removed barriers to issue resolution and enabled 90% of insurance claim posting issues to be resolved within 1 day (rising from 30%), by creating controls and logic for issue routing, while simplifying and applying consistency to the end-user experience.Enabled the 1000+ person Customer Care team to optimize for service quality, by embedding client satisfaction (CSAT) score instrumentation into service delivery.
Jan 2014 - Jan 2017
Product Innovation Manager
Transformed end users’ product support experience over several years. Drove client satisfaction up, transfer rates down, and handle time down through technology change as our Client Support Center grew from 40 people to over 450.Built a low-cost self-service issue resolution channel, through which nearly 10% of live support calls were preempted.Drove consistency, reliability and clarity of message in the sales process by creating a product sales demonstration platform that enabled standardized, credible demos by sales executives.
Apr 2009 - Jan 2014
Product Manager
My Perfect Gig, Inc.
Drove the company’s first product roadmap planning effort and led the development of four product releases in six months.Conducted beta user research to define requirements for the company’s first release to market.
May 2008 - Feb 2009
Mba Candidate
Graduated summa cum laude. Concentration in Managing the Technology Intensive Enterprise (MTIE).
Aug 2006 - May 2008
Product Manager
Determined market needs and growth opportunities for $20M product line through customer interviews and industry and competitive analysis.Defined requirements for end-user interface design, external partner system integration, and internal configuration and reporting system changes.Led a cross-functional team to migrate twelve legacy applications to a robust, scalable architecture. Reduced issue resolution cycle time, maintenance and testing costs, and time-to-launch of new features.
Nov 2004 - Aug 2006
Product Manager
Oct 2003 - Nov 2004
Sr. Sales Engineer
Mar 2001 - Oct 2003
Technical Support Engineer
Jan 2000 - Mar 2001
Technical Instructor
Apr 1999 - Jan 2000
2 education records
Jack Mcdonnell education
B.A., Liberal Arts
Sarah Lawrence College
Mba
Babson F.W. Olin Graduate School Of Business
FAQ
Frequently asked questions about Jack Mcdonnell
Quick answers generated from the profile data available on this page.
What company does Jack Mcdonnell work for?
Jack Mcdonnell works for City of Boston.
What is Jack Mcdonnell's role at City of Boston?
Jack Mcdonnell is listed as Chief Product Officer, City of Boston at City of Boston.
What is Jack Mcdonnell's email address?
AeroLeads has found 1 work email signal at @notname.com for Jack Mcdonnell at City of Boston.
What is Jack Mcdonnell's phone number?
AeroLeads has found 4 phone signal(s) with area code 781, 617 for Jack Mcdonnell at City of Boston.
Where is Jack Mcdonnell based?
Jack Mcdonnell is based in Boston, Massachusetts, United States while working with City of Boston.
What companies has Jack Mcdonnell worked for?
Jack Mcdonnell has worked for City Of Boston, Athenahealth, My Perfect Gig, Inc., Babson College, and Getconnected, Inc..
How can I contact Jack Mcdonnell?
You can use AeroLeads to view verified contact signals for Jack Mcdonnell at City of Boston, including work email, phone, and LinkedIn data when available.
What schools did Jack Mcdonnell attend?
Jack Mcdonnell holds B.A., Liberal Arts from Sarah Lawrence College.
What skills is Jack Mcdonnell known for?
Jack Mcdonnell is listed with skills including Product Management, Enterprise Software, Management, Saas, Product Marketing, Start Ups, Cross Functional Team Leadership, and Salesforce.Com.
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