Laura Moon Email and Phone Number

Courses Currently Taught:* Strategies of Effective Product Management - S309

We help the world's most ambitious companies drive growth through Venture Building and Venture Investing. Focused 100% on execution, we bring Silicon Valley expertise to building and investing in a portfolio of ventures — building capability, not dependency.

Hands-on Operator and fractional 'CXO' helping Executive Teams propel ideas through to execution using my expertise in product management, operations, business operations, user research, and marketing. Grabango > www.grabango.comConsultant, 2020-2022- Grabango > Led product management (app, internal tools) and consumer marketing for initial product launches of cashierless shopping powered by computer vision and AI at major retailers including Circle K, bp, Mapco.Alloy > www.myalloy.comInterim COO & Lead Product Manager, 2020-2021- Advised new women's health start-up on initial tech stack, user experience, financial model, and operations.- Led and conducted qualitative and quantitative user research to inform initial product offering and messaging.Frontline Wildfire > www.frontlinewildfire.comAdvisor & Consultant, 2020-2022- Consult on app software development.- Streamlining client and service experience end-to-end.SF Department of Public Health > sf.gov.gettestedsfTechnology & Operations Consultant, March '20 - June '20- Product and Operations Management to stand-up COVID testing sites throughout the county.Eden > [company folded in 2023]Interim COO, 2019-2020- Drove development of new technology features.- Outsourced support organization to lower gross margin and provide 24/7 service. - Developed People Ops function including recruitment, job & salary bands, and review process.- Led company-wide OKR development. Hims > www.forhims.com Telemedicine & Customer Service > 2019- Doubled speed to recruit/onboard physicians, improved speed to handle patient visits and wait time by 5x, and improved overall physician satisfaction (via training, and tools).- Improved patient wait times for customer service from days to hours (via streamlined operations, KPIs and agent training.)- Created and rolled out OKRs resulting in clear goals, metrics, and a shared vision on priorities.

- Member of the 6-person Executive team setting and leading the company strategy and growth; achieved 40% y/y revenue growth, launched 20+ new markets and 2 new countries.- Had the honor of leading the Tasker Operations, Customer Service and Trust & Safety Teams. Focused on improving core metrics by creating and implementing new software features including a new Tasker App experience, new fraud tools and improved customer service processes and procedures.

Product Leader (Reporting to CPO)- Led Glassdoor’s global Trust & Safety product strategy including product development of fraud detection, verification, and flagging features; and authoring of content guidelines.- Product managed toolset for content moderation including launch of ML algorithm for auto-moderation saving 50% human touch moderation.- Led team of 6 international product specialists who localized site and app across German, French and Dutch. International sites grew 100% yr/yr organically.- Drove on-going improvements in SFDC Service Cloud features to streamline care team operations. Developed, launched and maintained help.glassdoor.com reducing support cases by 50%.- Led qualitative and quantitative user research on new product features.Global Operations: Community Care and Content Operations (C&C)- Built an agile, scalable organization that efficiently managed millions of pieces of user-generated content and community care questions per year. Team of 70+ agents across 4 offices, 4 languages. - Team had highest Employee Satisfaction scores at Glassdoor and high retention; both of which enabled us to hit SLAs and quality scores consistently and keep costs low.- Launched first outsourced operations in Kenya and Philippines utilizing a unique model. - Established training programs to enable sales and CS to handle client concerns regarding content. Personally engage with high level enterprise clients including IBM, Santander and Netflix on content and profile issues.- Advised teams on effective resolution and handling of sensitive content issues in partnership with legal and corporate communications teams.

Product Leader - Consumer & Mobile Teams• Drove the vision, strategy and roadmap for consumer focused features across web and mobile applications that increased user registration, return usage and satisfaction. • Led team of three product managers in development of key offerings across technology platforms with the goal of developing the best products, the best people and the best process possible.• Partnered cross-functionally to drive high priority initiatives from concept to smooth product launch.User/Buyer Research• Led all research efforts for user and buyer insights including new product/concept development, usability studies and bi-annual user satisfaction. Conducted custom studies as requested by business units and clients.• Maximized efforts by creating four targeted panels allowing us to gather feedback quickly and cost-effectively. • Managed research associate and external consultants.Product Operations & Program Management • Led and maintained the overall product roadmap and key milestones; partnered with engineering on releases.• Developed & implemented process to operationalize product requests from business units. • Introduced concept of MRD; added increased rigor to product roadmap prioritization and gained shared vision throughout organization on roadmap plan. • Hired and trained program manager to oversee day-to-day release management.Product Analytics (through 4/13)• Partnered with application engineering to implement site-wide instrumentation allowing us to capture and report on user behavior. Worked with data sciences group to create Cliqview reports to deliver insights to product managers, product marketing, professional services and sales.• Managed analytics product manager and hired associate analytics manager.

Brought on to revive a 10-year-old SaaS/Freemium business and position the company for acquisition. Company successfully acquired by Survey Monkey in December 2011. Left once deal was established. • Revived 10-year-old SaaS/freemium business. Grew new bookings yr/yr first three quarters and total bookings in 1H ’11 with no significant product enhancements or marketing budget increase.• Increased net new paying customers 22% yr/yr 1H ’11. • Doubled SEM conversions to ‘free basic’ subscriptions and cut CPA by 50%.• Launched first web A/B tests netting improvements in conversion rates to both free and paid subscriptions.• Hired and managed PR agency to position Zoomerang as a thought leader in the SMB space. Garnered coverage in SMB & tech pubs including Mashable, InformationAge, SmallBizTrends, and AOLSmallBusiness. Developed key relationships with influencers for additional coverage including SXSW.• Oversaw successful webinar series; webinars served as lead generation & retention vehicles and content for press, SEO and social media.• Increased brand awareness through managment of social media channels including Twitter, Facebook and blog. • Restructured team of six to improve throughput and align to KPIs of business. • Partnered with Director of Product Management on product roadmap

Product Management• Developed vision and roadmap for next generation product by identifying target customer needs and product gaps, evaluating competitive products and analyzing overall market trends. • Drove new product development in an Agile environment while managing the transition from boxed software to an online SaaS offering.• Managed product manager, content manager and external consultants.Marketing Management• Doubled qualified leads and lowered cost/lead via online programs including viral Facebook game, placement of content on publisher sites, blog, twitter stream and SEM/SEO optimization.• Led customer research to inform marketing and new product decisions. Work included Net Promoter, pricing tests, usability testing, online surveys and qualitative interviews.• Revamped product and company messaging to reflect new consumer target. Identified and hired PR agency. • Presented products at national conferences and local events to garner press coverage and consumer awareness.• Managed a marketing manager and a web designer.

Senior Manager: Marketing, Product Management & Strategy, 2005-2009Manager: Brand Management & Marketing, 2003-2005MBA Intern: Summer 2002Product Management• Managed v1 online application working with a team of engineers & UX in an Agile environment. Responsible for end-to-end customer experience, user stories/requirements and partnerships. • Led usability, field and phone research to support product launches and new marketing programs. • Developed marketingtools.intuit.com to introduce new line of small business marketing products. • Drove QuickBooks.com redesign in partnership with creative agency, engineers and user experience teams. Changes improved navigation, customer satisfaction and conversion. • Led web A/B and multivariate tests to optimize sites, utilizing web analytics tools to evaluate results.• Launched SEM campaign for QuickBooks POS in FY05 netting a 150% ROI. • Partnered with SEO and SEM managers to optimize QuickBooks.com site and ad performance. Marketing Management • Launched new category of small business marketing products to 7M customers. Drove product requirements, messaging, direct response, cross-sell and channel partnerships. • Boosted QuickBooks Point of Sale FY05 revenue over 50% through multi-channel marketing (retail, OEM, web, phone); increased PR media impressions by over 1000%. • Drove QuickBooks inbox redesign across 20 business units to save $750K in COGS and increase cross sell revenue by $2M. Received Intuit Innovation Award for results. Strategy & Innovation • Developed business case to acquire Homestead Technologies (completed Dec. 07 for $172M). • Led team to identify new, inorganic growth opportunities for Intuit in the small business space.

Increased client revenue and customer base through direct marketing and advertising; placed $1M/yr.Conducted market and competitive analyses to assess acquisitions, pricing and messaging.

Developed and managed strategic marketing plans for 22 golf properties. Created loyalty program in four markets netting 15K memberships and $2M in first year.

Received CTAM Award for Best Ethnic Marketing Campaign for launching HBO en Español.