Jessica Black Email & Phone Number

Merrimack, Nh, Us

Boston, Massachusetts, Us

Boston, Massachusetts, Us

Jacksonville, Florida, Us

Jacksonville, Florida, Us

As a customer product-focused lead, I design, launch, and manage the product delivery roadmap for the Bluehost.com website. Among a range of functions I oversee a cross-functional team of Product Designers, Product Owners, an Engineering Manager, a Technical Lead, and several Marketing Managers. I also collaborate with several teams in different geographies based in the U.S. and India.A few key achievements in this role include:◆ Develop product strategies that align with marketing, business, and brand strategies with a focus on user and customer experience (UX/CX), customer outcomes, and business impact.◆ Actively collaborate and engage with stakeholders to align marketing strategies with product objectives.◆ Drive the use of CX methods and tools such as creating customer journey maps, storyboards, and customer personas.◆ Conduct user interviews and partner with the design and technical teams to craft a prioritized backlog and present a roadmap to execute on experiments.◆ Lead the Product Analytics Design, Research, and Engineering (PADRE) team to run frequent hypothesis-driven experiments using Scrum method to evaluate customer efficacy.◆ Manage usability research, aggregation of customer feedback, and translation of qualitative and quantitative data into tangible deliverables.◆ Spearheaded the website migration to a new platform while also implementing a CMS.◆ Partnered with the Vice President of Marketing to build online experience strategies.

Jacksonville , Fl, Us

As Product Owner I orchestrated web development initiatives for Domain.com in collaboration with in-house and offshore resources. Among other functions I coordinated between the marketing and engineering teams to manage ongoing project work to cultivate and maintain long-standing relationships with key stakeholders.A few key achievements in this role include:◆ Served as the lead for all UX and technical projects on Domain.com.◆ Collaborated with the Vice President of Marketing and the General Manager to build customer experience strategies.◆ Partnered with a cross-functional internal team and offshore team to lead a full redesign of Domain.com, leveraging Agile development methodology and leading key decision making on content strategy, site design, and information architecture, which ultimately resulted in significant YoY performance improvements.◆ In conjunction with the redesign, led an effort to migrate domain.com to a new platform.

Nashua, New Hampshire, Us

Successfully manage communications and branding efforts for several products and companies. Lead email campaign development with A/B testing, template designs, calls-to-action, and content creation. Create custom landing pages for customer websites. Provided weekly detailed reports for all marketing KPIs, sharing key information with leadership. Pitched marketing plans to vendors, increasing co-op marketing funds for company.

Nashua, New Hampshire, Us

As Customer Service Coordinator I headed the Customer Service Committee in identifying and championing best practices with the goal of building beneficial and positive relations with customers.A few key achievements in this role include:◆ Managed all customer inquiries, resulting in exceptionally high eBay feedback seller scores.◆ Compiled weekly reports used by leadership when determining company goals.◆ Implemented a new scheduling system that greatly improved customer service and grew the customer base.◆ Trained, mentored, and supervised Customer Service Representatives to meet departmental goals. Created training materials and streamlined programs.◆ Consistently met and exceeded performance metrics and helped increase annual company sales.

Clearwater, Florida, Us

As Senior Customer Service Coordinator I led the Customer Service team in daily operations to meet business and departmental goals. Among other functions I coordinated and led projects and initiatives focused on improving overall performance of the Customer Service team.A few key achievements in this role include:◆ Managed all schedule-related details including incoming calls, inquiries, patient deliveries, home visits, and DME deliveries to patient homes. Verified insurance coverage, processed orders, and created forms for patient information.◆ Tracked and reviewed customer satisfaction data and collaborated with stakeholders and the team to develop methods for collecting feedback and increasing customer satisfaction levels.◆ Designed the first-ever on-boarding training materials for the company. Trained new hires, ensuring employees were familiar with procedures, standards, and resources.◆ Evaluated and updated staff communication and training materials as needed.◆ Investigated, reported, and helped resolve customer and team issues.