Jim Hostetler Email & Phone Number

St. Louis , Us

St. Louis , Us

Identifying the strategic direction for native mobile and web experiences aimed at delivering personalized health and wellness pathways for B2B clients and their employees. Growing and Coaching an stellar team of Product Managers to deliver on our user and business objectives.

Montreal, Qc, Ca

Customer Experience Product Manager

Mclean, Va, Us

Agent EnablementFocus on the people who serve our customers and those that support them. Leading a cross-functional product group to develop solutions that meet the dynamic needs of an internal contact center group of more than 15,000 associates. This includes solutions to enable work at home, flexible scheduling and forecasting, career development, and quality management and coaching. As part of developing the best solutions, leading efforts to research best practices with contact center organizations outside of CapOne. - Defined a destination agent hardware configuration for Card agents to meet the experience needs of agents working at home in balance with cybersecurity, risk, and business principles, influencing setup patterns for contact centers in other lines of business- Launched a new vendor monitoring tool to provide visibility into the end-to-end network and application performance with a goal to reduce reported incidents and incident resolution times by up to 25%- Influenced across the Product organization to create ideal data security experiences within agent-facing applications, enabling more work types to work at home- Conducted external research to identify product market fit of internal applications to determine viability of expanding into SaaS offerings and identifying opportunities for new product lines to invest in- Evaluating uses cases for agent collaboration and communication tools to influence enterprise purchasing decisions including evaluating existing use cases in Slack and Google Hangouts- Managing a team of Product Managers across different workstreams helping grow their skill sets and careers and leveraging them to deliver on business results toward Product strategies. - Mentoring Product Managers and those looking to get into product managers to help develop or transition into Product Management and an active contributor to Product hiring enterprise wide.

Mclean, Va, Us

Customer Relationship Management / Contact Center Servicing Tools- Product Manager for core functionality (search, authentication, landing) and elements of fraud reporting in the agent servicing experience- Led multiple agile delivery teams simultaneously to deliver on core customer servicing functionality- Transformed existing patterns for horizontal functionality to provide a more streamlined and intuitive agent experience- Member of the core team including Product, Tech, Design, and Operations leaders to define the product principles and experience for a re-imagined agent servicing experience - drove the delivery of the MVP across 4 product teams in 3 months- Introduced functionality into the core fraud reporting experience to consolidate systems, reducing the number of agent transfers needed to complete customer tasks- Integrated with teams across the enterprise to provide the agent servicing perspective to key data-led initiatives- Onboarded new teams joining the agent servicing experience to ensure alignment to design and development patterns- Performed user discovery to identify customer sentiment and opportunities in the holistic phone servicing experience- Mentored new members of the product team

Mclean, Va, Us

Contact Center Servicing Tools

Glen Allen, Va, Us

- Product Manager for the B2B ecommerce flow and hiring platform, and later for native mobile applications (iOS and Android)- Worked in agile product teams consisting of product, engineering, and user experience design- Evaluated the B2B ecommerce experience to identify opportunities through qualitative and quantitative discovery- Piloted a free-to-paid model for the ecommerce flow to drive customer signup and conversion- Leveraged Adobe Analytics to evaluate user experience data- Performed user discovery sessions via phone call and via in-person interviews at customer businesses

Fairfax, Va, Us

- Managed a product operations team to provide support to cross-functional agile product teams - Led A/B testing in the ecommerce flow to encourage debit card usage saving ~$500k annually- Developed an onboarding program for members of the product team on analytics gathering and testing practices to facilitate opportunity discovery and experimentation agendas- Led customer discovery from recruitment of customer participants to performing qualitative interviews- Performed quality assurance testing on major design and feature updates to the website leading to no critical defects at time of launch- Managed sourcing and maintaining a relationship with an external design vendor to re-design a major component of the t-shirt design experience- Project Managed the rollout of Booster, a new t-shirt fundraising line of business within CustomInk- Leveraged analytics tools such as IBM Analytics, Google Analytics, KISSMetrics, and direct SQL queries to gather and analyze data in support of product initiatives and testing- Coded changes in HTML and CSS to support the SEO agenda

Fairfax, Va, Us

Fairfax, Va, Us

Fairfax, Va, Us

- Consistently out-performed sales and service performance metrics- Member of an internal group providing customer and product feedback to the Product Management team in development of new initiatives- Worked with customers in design and ordering of custom apparel orders and after-order support

Alpharetta, Ga, Us

- Provided project support for DoD contracts- Edited and adjusted technical documentation based on updated specifications- Provided regular updates of internal project tracking documentation- Interfaced with customers remotely and on-site to develop requirements- Provided layout support for technical documentation- Obtained a Secret Security clearance as a requirement of the role