Mark Miller Email & Phone Number

New York, United States

Product Management with a passion for creating exceptional digital experiences and driving impactful transformations. With a proven track record of successfully managing high-profile projects, I specialize in leveraging cutting-edge technologies and user-centric strategies to optimize product performance and exceed business objectives.Highlighted projects:Home Page Redesigns:Led the end-to-end redesign initiatives for leading entertainment and automotive websites including AVClub.com, Kotaku.com, and Jalopnik.com. Leveraged a deep understanding of user behavior and market trends to revamp the home pages, resulting in increased user engagement, higher clickthrough rates, and improved brand loyalty.Automating Media Plans:Implemented an innovative automated media planning solution, streamlining the campaign management process for our advertising partners. Leveraged data-driven insights and collaboration with cross-functional teams to develop a robust platform that reduced turnaround time, enhanced campaign performance, and significantly increased operational efficiency.Enhanced Tag Pages:Spearheaded the enhancement of tag pages with SEO metadata, enabling search engines to better index and rank content. The implementation resulted in improved organic traffic, higher visibility in search results, and enhanced discoverability, ultimately driving increased user acquisition and engagement.Migrating QZ.com from WordPress to Kinja:Oversaw the successful migration of QZ.com from WordPress to Kinja platform. Through meticulous planning, effective stakeholder management, and close coordination with development teams, we ensured a seamless transition, improving site performance, user experience, and content management capabilities.

Remote

Jimdo and 99designs partner to bring clients a bundled website and logo design product, built on Jimdo technology, designed by 99designs artists. As product owner, I:-Determined product strategy, defining roadmap, goals, and success criteria-Designed and managed intake processes for new clients; oversee the creation of all websites built through this program-Managed continuous testing and adjustments to the website design process in order to increase conversions; increased renewal rates by 15%, decreased refund rates by 25%-Launched user engagement program to identify at risk customers and address critical product feedback-Liaised across business partners, managing feature launches, ensuring internal and client readiness; partnered with design creatives directly to improve delivery cadence and end-product result-Set and coordinated priorities between teams at 99designs and Jimdo by communicating across the companies on:-Product health metrics -Risks/dependencies facing the business plan -Integration and tooling opportunities-Critical bugs ahead of feature launches

San Francisco

-Lead team of customer service agents handling EN Jimdo client support needs-Expert and sole owner responsible for all billing and payments inquiries; created and managed cancellation, credit, invoicing tooling, and workflows across various payment provider solutions-Monitored and reported on health metrics (SLA, CSAT, Contact Rates), driving prioritization of new workflows to optimize case handling-Decreased contact rates through quant research (Google Analytics, Zendesk metrics) to identify and improve self-service resources for most common client queries-Owned and managed all Jimdo.com Support Center content creation: -Crafted user-facing resources on topics across billing, account setup, SEO, DNS, and various other technical troubleshooting topics -Support Center page views more than tripled under my ownership -Gathered and distilled insights on user behavior, driving a 10% decrease in bounce rate through optimization efforts-Managed the migration of internal help desk between two platforms; seeing no downtime for business critical content-Contributed to content marketing program, crafted SEO landing pages, and implemented various product add-on integrations-Managed the Jimdo affiliate program which drives Jimdo account creation and sales

Oakland, Ca

-Source potential candidates (LinkedIn, Stack Overflow, Github, etc).-Parse specialized skills and qualifications to screen resumes.-Coordinate with technical team leads to project company/departmental goals and hiring needs.-Craft and send personalized recruiting emails to passive candidates.

Portland, Or

-Assisted the Senior Policy Adviser of the Working Families Organization (WFO) and the Oregon Center for Public Policy (OCPP) with research and data analysis in state appropriation for higher education.-After analyzing total net annual cost, cumulative deficit/surplus per individual, and annual payback, drafted House Bill 3472 "Pay Forward, Pay Back" (OR), a proposal for debt-free higher education where students pay no up-front tuition and pay a fixed percentage of their adjusted gross income for a set number of years after graduation.Organized a legislative panel chaired by the Oregon House Committee on Higher Education and introduced House Bill 3472 (OR).-After two public hearings before the Oregon House Committee on Higher Education and endorsements by the Oregon Education Investment Board, Oregon University System, Oregon Business Association, and Department of Community Colleges and Workforce Development, House Bill 3472 "Pay Forward, Pay Back" (OR) has passed through the House Higher Education Committee, Oregon State House and Senate, and has been signed into law by Governor Kitzhaber.

Hillsboro, Or

-Analyzed call trends and metrics to identify and develop more efficient operational strategies.-Coached and supported a team of 12 customer service representatives providing technical and customer support in a high-volume inbound environment.-Provided phone-based technical support for Netflix on PC, Mac, iOS, and Android devices.-Extensive experience troubleshooting network, hardware, and software issues.-Took escalated customer service calls, employing judgment and creative solutions.-Lead team meetings and created presentations on center's best-practices.-Responsible for making wise decisions to meet both customer and company needs.-Met and exceeded company performance standards using thoughtful, practical judgment.

East Lansing, Mi

-Supervised a crew of 20 employees.-Led shifts, handled banking/payroll, trained employees and created shift schedules.-Responsible for food preparation and handling.-Responsible for all shift duties and making quick, creative decisions as sole shift supervisor.

Master Of Arts - Ma, Philosophy

Bachelor Of Science (Bs), Economics

Minor in Philosophy

Education record