Matthew Feinstein Email & Phone Number

Palo Alto, Ca, Us

San Jose, California, Us

* Product Management Leadership: Lead product management for customer support, martech, and DTC eCommerce platforms.* Customer Service Automation: Directed the deployment of LLM-powered customer service bots. Conducted RFPs, selected vendors, defined product requirements, and created two bots for internal testing.* CcaaS Implementation: Developed and executed a CcaaS strategy, selecting and implementing Amazon Connect, resulting in $2.3M in cost savings. Integrated Amazon Connect with Zendesk CRM and AI tools for workforce management and contact insights.* DTC eCommerce Optimization: Managed direct-to-consumer eCommerce experiences within the Roku ecosystem to boost device sales and reduce churn. Defined customer experiences and integrated ad tech and eCommerce tech for optimal product placement.* Ad Tech Innovation: Created new ad experiences on Roku devices to enhance marketing campaign reach and conversion rates.* Data-Driven Optimization: Conducted A/B tests and launched ML models to improve ad performance, targeting customers to increase conversions and reduce churn.* Team Management: Led a team of product managers focused on support, eCommerce, and martech/CRM products.

San Jose, California, Us

* Customer Support Strategy: Assessed Roku's competitive position in customer support and implemented a new strategy to enhance service quality.* Self-Service & Automation: Led the development and deployment of self-service solutions and automation for top contact drivers. Improved customer touchpoints through content simplification, SEO, site search technology, bots, and UI design enhancements.* Performance Measurement: Established KPIs to measure the success of self-service and automation efforts in deflecting contacts and gauging customer satisfaction.* Digital and web support enhancements: Managed Roku’s official support site (support.roku.com) and Community site (community.roku.com), driving integration of consumer experiences and underlying systems.* Internal Tools Roadmap: Directed the roadmap for internal customer support tools, launching new features to enhance agent visibility and action capabilities, such as issuing refunds without escalation, and providing agents with device diagnostics data to reduce contact handle time.

Seattle, Wa, Us

* Customer Service Automation: Led the team responsible for developing Amazon Alexa features for customer service automation within Amazon's Digital and Device Customer Service (D2CS) organization.* Alexa Customer Service Domain: Launched a new customer service domain on Alexa, enabling users to manage orders and access FAQs about Alexa devices, Amazon accounts, and orders through voice commands.* Innovative Customer Service Solutions: Conceived and launched customer service innovations for Amazon FireTV and Fire Tablet customers, including on-device support apps using AI to predict likely service issues.* Team Leadership: Directed three technical teams, including developers, content developers, and BI analysts, to deliver new features globally. Developed product strategy, roadmaps, requirements, and voice user interfaces.* Customer Service Calling Feature: Introduced a feature allowing Alexa to connect customers to human agents via Amazon Connect, integrating Alexa with Amazon’s telephony infrastructure.

San Jose, Ca, Us

Product Management for Videoscape: Managed Videoscape Soft Client applications and Media Suite content management system for Cisco's cloud TV platform.

Product and program manager for award-winning consumer electronics products targeted to the retail channel and cable/satellite/telco operators.

Mba, Marketing

Bachelor Of Arts - Ba