Kellie Simpson, Pmp Email & Phone Number

Denver, Co, Us

New York, Ny, Us

At Wunderkind, we're building the first Autonomous Marketing Platform for marketers! The platform makes actionable data available through identity, leverages AI to deliver true omnichannel experiences, measures insights, and integrates with the broader martech ecosystem. These strategic marketing themes are charting our success — and yours — in the future of eCommerce.

New York, Ny, Us

At Candy Digital, our passion lies in fostering deeper connections to experiences that bring joy to our fans. As a senior product leader, I held accountability for driving e-commerce, engagement, and enhancing the core product and merchandise experiences. Working alongside a talented team of product managers, designers, user researchers, and engineers, we co-created experiences that pushed the boundaries of digital disruption in sports, music, art, entertainment, and cultural icons.One of my notable achievements was spearheading the strategy and development of Netflix's first-ever NFTs, specifically an Alternate Reality Game (ARG) based on Stranger Things. This innovative ARG experience began with hidden clues embedded within the Stranger Things Season 4 trailer, captivating fans worldwide. As Season 4 was released, the journey continued, with fans collaborating within our Discord Community to uncover additional clues. The result was nothing short of phenomenal, as we witnessed a tripling of our user base, a significant engagement increase of approximately 30%, and an impressive conversion increase of around 20%. Together, we revolutionized the way fans engage and interact with their favorite content, showcasing the limitless possibilities of digital experiences in today's evolving landscape.

Rancho Santa Margarita, Ca, Us

Guiding epic adventures into the big blue!

Stockholm, Stockholm County, Se

With a mission to enhance the Spotify product experience and minimize the need for customer support, I took charge as a product leader, responsible for crafting and driving a comprehensive product strategy for Spotify's Digital Help user experience. Fueled by long-term macro trends, this strategy encompassed a range of initiatives, from deploying chatbots powered by machine learning and natural language processing to creating predictive help experiences in multiple languages.One of our major accomplishments was the development of a cutting-edge "Voice of the Customer" conversation platform, empowering Spotify's product organization to gain insights into user challenges within the audio experience. In addition, we successfully platformized internal products and services, enabling teams across Spotify to seamlessly integrate support experiences into their product development cycles. This strategic approach catered to millions of users who sought assistance annually, as well as thousands of internal contact center agents.Working alongside a dedicated team of product managers, designers, data scientists, user researchers, and engineers, we were united by our vision to shape the future of digital help. Together, we strived to revolutionize the way users interacted with Spotify, while streamlining the support processes and fostering a seamless user experience throughout the platform.

Stockholm, Stockholm County, Se

As a product leader at Spotify, I had the incredible opportunity to build the company's first-ever Customer Support focused product and engineering team from the ground up. Working closely with my engineering partner, we assembled a talented group of over 40 product managers, engineers, designers, user researchers, and data scientists, all driven by a shared vision.One of our major achievements was the global launch of messaging as a communication tool for customer support. This innovation led to a remarkable 20-point increase in customer satisfaction, propelling it from 72% to an impressive 92%. Simultaneously, our dedicated team successfully developed Spotify's customer-centric GDPR compliant privacy center, skillfully localized in 18 languages, and delivering it with unwavering timeliness.Throughout these endeavors, we diligently maintained existing tooling and platforms to ensure a seamless experience for Spotify's vast network of 1,600+ contact center agents and millions of users seeking assistance. Our team's commitment to excellence and efficient collaboration enabled us to achieve these milestones, all while keeping pace with the evolving needs of our users and ensuring their privacy and data protection.

Stockholm, Stockholm County, Se

I played a pivotal role in establishing the company's first Customer Support Quality Assurance (QA) and Process teams. This strategic initiative aimed to empower our expanding support agents to deliver consistent and high-quality experiences across various channels, including email, messaging, and social media, in over 18 languages worldwide.Leading a dedicated team of nearly 40 QA professionals, we devised a comprehensive global QA strategy that resulted in an impressive score lift from the enterprise average of 93% to an outstanding 97%. Our focus was primarily on dissatisfied customers, allowing us to gain valuable insights into the nature of their issues. This feedback was then channeled into the wider product management organization, driving improvements to enhance the overall Spotify product experience.Simultaneously, the Process team developed over 120 scalable processes, ensuring a consistent and streamlined approach to customer support materials for 700 email/messaging agents and 200 social media agents. I'm proud to say that both these teams have thrived and continued to expand their impact, contributing to Spotify's ongoing success in providing exceptional customer support.Through our efforts, we established a strong foundation for maintaining consistent quality and driving continuous improvement in customer support, allowing Spotify to meet the diverse needs of its global user base.

Englewood, Co, Us

Product and operations lead for new and existing customer web products including dish.com and mydish.com, as well as internal agent and technician tooling, all while managing a team of UX writers, designers, and product managers.

Englewood, Co, Us

Project managed an $83 million project to launch a satellite that required 1.4 million truck rolls to subscribers' homes to repoint their satellite dish. I also lead a $65 million QPSK to 8PSK receiver migration that impacted 800k DISH subscribers.

Englewood, Co, Us

Primary liaison between DISH Network, Echostar, and CSG International engineering groups, validating that all programming authorizations and billing codes were accurate - to ultimately ensure that subscribers were receiving the channels they paid for.

Englewood, Co, Us

Cross-functional project manager for 50+ projects - writing project scope documents, collecting requirements, and collaborating with more than 8 different business units about scope, progress, challenges, and timelines.

Englewood, Co, Us

Implemented operational and IT projects to enhance agent-facing tools that resulted in exceeding DISH’s churn budget by 4%. Lead, facilitated and synthesized user feedback via focus groups and surveys regarding customer retention campaigns to improve ultimately identify areas of improvement within the experience.

Englewood, Co, Us

Managed the DISH Mover program and implemented incentives that contributed to exceeding the Movers budget by 8%.

Cleveland, Oh, Us

Managed a $1.3+ million store with 15 employees. Together, we increased Do-It-Yourself sales by 17.3% and improved non-paint sales by 5%.

Cincinnati, Ohio, Us

Cleveland, Oh, Us

Minneapolis, Mn, Us

Bachelor'S Degree, Marketing And International Business

Master'S Degree, Marketing