Mark Connolly Email & Phone Number

Burlington, On, Ca

Toronto, Ontario, Canada

Joined sonnet ahead of IPO for parent company Definity that included a heavy market focus on the direct digital offering of Sonnet. I have Product and user experience ownership of the sonnet direct digital sales site. Tracked and improved key KPIs for conversion of ‘right’ customer matching target segments and leveraging fraud/risk profiling models to weed out high risk users. Also lead OPEXsaving initiative from initial research -> launch to add scale to claims operations by developing a brand new digital experience for submitting and managing claims online.

Burlington, Ontario, Canada

Product Coach. Specializing in B2B and B2C SaaS and consumer electronics.

Toronto, Canada Area

I was recruited to return to Frontstream as they needed to drive growth of the product suite inpreparation of an exit by the VC at the time. My role on the executive leadership team was todefine the 3 year strategic objectives of an all-in-one platform and roadmap for execution on the plan working directly with marketing and engineering teams . During this time I grew the productorganization to 10+ members across product, design and user research. - Successfully re-platformed disparate solutions via acquisition into single all-in-one fundraising platform. - Increased NPS >20pts YoY through analysis of pain-point verbatim and product innovations. - Pivoted product roadmap during covid to launch virtual event innovations, saving millions in lost revenue for clients.- Established customer culture and product management best practices within a primarily tech driven organization.

Toronto, Canada Area

At TurboTax I product responsibilities over two areas. The first was BAU ownership of their highest revenue tax filing software, and the second was their H2 strategic priority team to ‘Disrupt Tax stores’. For their ‘Disrupt’ team we were responsible for identifying identifying, experimenting, and launching a scalable solution that the service of tax professionals but with the benefits of online interactions instead of physical locations. This enabled TurboTax to substantially grow their total addressable market, especially early in COVID when tax stores were forced to close.

Toronto, Canada Area

Join Frontstream through an acquisition of a company (Artez Interactive) shortly after i joined in 2012. I took over responsibility of each of the product lines and their associated product manager. I was responsible for defining the product roadmaps, overall UX design and strategic partnerships (buy vs. build) to achieve the product vision.

Toronto, Canada Area

As part of the emerging business division within Rogers, we acted as the incubator of large strategic emerging business and technology opportunities. I worked closely with Canada’s big 5 banks and technology consultants to establish a platform framework outlining the business needs and user experiences required to securely store credit card details on a phone’s SIM card and access via a mobile wallet application for POS payments predating the introduction of offerings like Apple Pay.

Within the Digital Home group at Logitech, I was responsible for the Harmony Hub product line worldwide as well defining H2 user experiences for connected devices. The value proposition of this product was that it was programmed and controlled via a mobile app. While leading this line, I launched 2 product offerings. The Harmony Hub and the Harmony Hub with Smart remote for controlling home theatre and home automation devices. For this product, I full ownership of all components of the final product (mobile app, industrial design, carton, BOM and P&L). Leveraged my experience designing user support systems to partner directly with Google in Mountainview CA on their initial launch of Google TV and our product Logitech Revue leveraging Google TV.“Logitech’s Help Assistant, which has to be one of the best help systems I’ve ever seen for a consumer electronics device’ - Tomsguide.com

I work directly with the Customer Care, Engineering & Marketing Teams to ensure new product launches have innovative support experiences. I was most recently responsible for the internal & external support interfaces for Logitech's Google TV product line. Prior to that I implemented a cloud based support tool used by outsourced agents worldwide for supporting Harmony Remote customers, and also implemented and transitioned Harmony Remote customer service to a limited duration free support model, with paid incidents there after.

Primary focus was on interaction between the HW / SW engineering teams and the Technical Support Teams. In this role I would represent the customers perspective on new product developments as well as new feature development for existing products. I was a core team member for Logitech’s most popular remote controls and setup interaction software. I was also responsible for communication back to the technical support team of new products features and support requirements.

Computer Science

Computer Programming