Jacob Usner Email & Phone Number

Boston, Massachusetts, United States

• Decreased support contacts by 10% by adding "self-move" features to the Zipcar mobile apps. This allows members to choose different vehicles right up to the reservation start time.• Lowered support costs by 50% and reduced trip cancellations by 60% by creating and implementing an algorithm to automatically reassign member reservations during service issues.• Increased fleet adherence metrics by 3% and boosted revenue through an enhancement to Zipcar's internal re-balancing tool.• Enhanced operational efficiency by upgrading fleet management software and deploying it to the London operations team.• Developing a next-generation vehicle work management system using third-party platforms and flexible APIs, expected to significantly improve revenue and reduce costs upon completion.

Greater Boston Area

• Improved stakeholder satisfaction and system performance through completion of internal vehicle and member management applications. • Integrated internal apps with Zendesk, allowing for synchronized user and ticket data, customer snapshots, and embedded an applet for quick reporting of vehicle issues.• Successfully migrated all user and account data to a new platform during the final stage of Zipcar's re-platforming initiative, collaborating with technical leads and stakeholders.• Cut support costs by $700k annually and reduced account-related calls and emails by 63% through the implementation of a self service membership cancellation approach.

Greater Boston Area

• Managed the product roadmap for Fleet Management and Member Support tools, maximizing incremental value on tight timelines.• Enhanced usability by collaborating with UX designers to translate requirements into wireframes and mock-ups, creating intuitive workflows for operational users.• Facilitated a smooth migration to a new platform architecture, ensuring successful delivery of proprietary operational tools.

Boston, Ma

Boston, Ma

Cambridge, Ma