Jenn Green Email & Phone Number

Provide product management and customer experience leadership to early stage startups.➤ Utilize frameworks to hone in on product market fit, positioning, differentiation and revenue model.➤ Analyze user experience workflows (UI/UX/CX).➤ Leverage customer interviews and competitor research to validate assumptions, understand pain points and identify opportunities.➤ Mature existing processes and tools to improve collaboration and decision making.

Woonsocket, Ri, Us

Mobilized 16-person design systems team within a rapidly shifting Fortune 5 to a position of growth. Responsible for product decisions of team chartered to deliver reusable designs and code to 1300+ people within building Web, Android and iOS applications for 40M customers consuming healthcare, retail, pharmacy and insurance services. Achievements🔹 PRODUCT LEADERSHIP - Established a backlog system that streamlined requirement gathering and roadmap development ➤ Spearheaded sprint and quarterly planning to eliminate redundancy, channel team efforts and establish consensus for pivotal decisions.➤ Recouped two sprints per quarter and ~275 person-hours per month enabling higher value work.➤ Aligned roadmap with business initiatives. Prioritized features based on: accessibility (A11Y) impact, technical/design dependencies, development capability, frequency of use, effort to complete and immediate benefit/cost to organization.➤ Directed product discovery for Next Generation DocSite. Sponsored multidisciplinary interviews across brands, moderated brainstorming exercises and advised prototyping efforts.🔹 RELATIONSHIP DEVELOPMENT - Championed collaborative culture that helped individuals grow while building a stronger team dynamic.➤ Fostered employee wellness and staff development. Introduced “team swarm” to disseminate institutional knowledge and build camaraderie.➤ Built inroads with partner teams and facilitated handoffs between development, design and external consumers. 🔹 PROCESS OPTIMIZATION - Elevated primitive tools and processes to meet the objectives of a maturing organization.➤ Adapted scaled agile framework (SAFe) used by end-point “Solution Trains” to empower a central hub of subject matter experts.➤ Introduced sprint demonstrations increasing executive support, organization-wide visibility and external confidence.➤ Sponsored research, documentation and component validation to incorporate Figma best practices into design practices.

Quincy, Ma, Us

Elevated customer-first approach for the 8th largest cable provider in the US by addressing operational and customer experience gaps introduced by Covid-19 while easing the utility’s transition to a customer-centric business model. Atlantic Broadband (rebranded to Breezeline) provides cable, internet, and telephone services to 1.25M customers in diverse communities in 12 states.

When three internal organizations merged into a single business unit I rose to the challenge of transforming the digital experience for Cloud Managed Application Services, a $1B division at IBM. The goal was to provide a unified experience for hundreds of enterprise clients consuming business critical applications such as SAP and Oracle.Achievements▪ Spearheaded the UX design and implementation of a flagship portal showcased at IBM Think 2019. Launched within six months of initial conception, it gives clients a single-pane-of-glass experience to view application health, metrics, and support tickets as well as access services from IBM’s broader portfolio. Its api-first microservices architecture supports applications regardless of cloud provider. ServiceNow, Nagios, Netcool and other backend integrations are loosely coupled. This flexible approach has provided a platform for multiple IBM teams to get to market quicker and allows for future growth. As the technical product owner I: + Established the vision + Led the development of interactive prototypes using Axure RP + Created a sprint backlog for 70 engineers + Participated in pilot planning and rollout▪ Helped the sales team win deals by focusing on market differentiation in the portal strategy. I balanced client needs with business objectives to devise roadmaps. To demonstrate the Managed Application Services portfolio during sales engagements, I enabled the development of a demo environment.▪ Led a rebranding effort for six client facing interfaces following IBM’s acquisition of Verizon’s private cloud and managed hosting businesses. This entailed conducting a full UI analysis. I gathered requirements from the marketing and legal teams to guide development activities. My oversight ensured that we met contractual obligations and the General Data Protection Regulation (GDPR) deadline.

Basking Ridge, Nj, Us

Enhanced Verizon Cloud services. As the Product Manager for UX/CX Strategy, I revamped a poorly designed portal that jeopardized millions in business. Achievements▪ Protected $1M monthly recurring revenue by overhauling Verizon Cloud Console’s user experience. By conducting usability interviews and performing heuristic evaluations I pinpointed opportunities for growth. I combined feedback from customers, internal stakeholders, and analysts with scientifically proven UX industry standards to transform the portal. To communicate visually with sprint teams and leadership I produced wireframes, low fidelity mockups and evaluation reports using Omnigraffle. This strategic initiative resulted in: + Improved client satisfaction - better UI performance, stability and ease of use + Reduced costs - fewer escalations and support calls + Increased revenue - eliminated a major sales barrier▪ Saved $165M in revenue driving a public sector migration project. We moved federal clients to meet FICAM and 508 compliance deadlines for security and accessibility standards. As the product owner, I performed a gap analysis and defined user stories for development. I coordinated with legal, marketing, security and other teams to preserve continuity of service and address a Cure Notice. This project completed phase one of a $250K monthly cost saving initiative.

Basking Ridge, Nj, Us

As a member of Partner Innovation, I helped develop strategic partner relationships and build proof of concepts (POCs). Achievements▪ Collaborated with experts in networking, storage, and cloud technology to bring new platform and software services (PaaS, SaaS) to market and build our partner ecosystem. Solutions combined Verizon’s LTE network and cloud infrastructure with partner expertise in areas such as Internet of Things (IoT), database storage, and unified communication systems.

San Jose, California, Us

Akorri BalancePoint continued to flourish after being acquired by NetApp. The work that my QA team tackled contributed to NetApp OnCommand Insight Balance earning 2011 Product of the Year in the Storage Management Tools category from Storage magazine. In tandem with developers and UX designers, we provided clients simple actionable insights extrapolated from raw data. By understanding our users’ pain points, incorporating Design Thinking principles, and following agile methodologies, we established the foundation of which OnCommand Insight has been able to evolve and continue to add value today (see link for 2013 overview).Achievements▪Launched a beta program to validate development efforts and uncover additional market opportunities. I wrote usability test scripts, identified participants with client facing teams, and conducted user interviews to collect feedback about new features and UI designs.▪Invited to contribute to NetApp’s agile training program. This involved putting together training materials and coaching colleagues on agile best practices. As a scrum master and subject matter expert in QA best practices, my efforts standardized incorporating quality into each step of the development cycle.▪Transformed a complex migration process into a seamless user experience that reinforced client confidence and had zero reported defects. Users had transparency into the movement of their historical data as it was converted between different data schemas. As the feature’s product owner, I defined requirements for development and assisted in the design of migration workflows. As the QA lead, I ensured that data integrity and continuity of service were safeguarded.

Littleton, Ma, Us

Supervised the QA team in charge of BalancePoint - an award winning predictive analytics virtual appliance. Akorri was a pioneer in providing intelligent insights on workload performance based on relationships between virtual machines, physical servers, and storage resources. I represented QA as part of this startup’s engineering leadership team and oversaw all facets of testing. My team’s focus on use cases enabled us to prevent costly outages and bottlenecks in our customers’ IT environments. We let our users know they had a problem before they realized it. Achievements:▪ Transitioned the QA team from Waterfall to Agile methodologies improving quality while shortening the testing cycle by weeks. Process changes I implemented flushed out critical bugs earlier in the development cycle. This allowed us to deliver a more stable product to market quicker. ▪ Reduced defects reported after release by strengthening QA processes and influencing the culture. Collaborated with engineers, the design team, mathematicians and other experts to emphasize quality as everyone’s responsibility and ensure that client use cases were considered at every point of the software development cycle. I customized bug-tracking workflows in Jira to improve accountability and communication. This commitment to quality resulted in more development time focused on new features versus maintenance. ▪ Fostered new talent. To widen Akorri’s recruitment channels, I participated on a panel at Northeastern University to address student questions about applying for co-op positions. As a mentor, I facilitated hands-on learning experiences including an automation project that drove end-to-end testing.

Greenwich, Ct, Us

🔹Gained unique insights serving startups, small businesses, enterprise organizations, and non-profits including SilverStream, Nellymoser, and Unica. 🔹Advocated for customers and connected dots across teams while providing diverse functions including customer support, QA, agile coaching, project management, customer escalation management and web design. 🔹Consistently pursued and succeeded with tasks that required quick acclimation to technology and ability to troubleshoot complex problems. Bridged gaps between engineering and business stakeholders.Achievements:❖ Expanded brand awareness by launching first mobile experience for an international lifestyle venture. Integrated exercise and nutrition data into application supported by 100+ devices. ❖ Resolved mission-critical problems saving $250K+ of losses per day for enterprise customers in ecommerce and financial institutions. Supervised troubleshooting between globally distributed teams and defused customer anxiety.❖ Developed escalation process and service ticket workflows adopted by 13 product groups to quickly communicate, resolve and patch software defects.❖ Championed Affinium Manager, a shared utility for product portfolio enabling large scale marketing campaigns by applying business logic to data, from initial proposal to production quality release.❖ Prepared Division1 student-athletes mentally and physically to medal in regional as well as national competitions as Assistant Varsity Rowing Coach at Boston College. Nurtured budding aspirations with career guidance and mentorship.

Master'S Degree, Human Factors In Information Design

Bs, Management/Computer Science

Continuing Education