Michael Jackson Email & Phone Number

Atlanta, GA, US

Boston, MA, US

• Lead separation of Digital Workplace (DWP) Services from centralized Corporate IT to three fit for purpose IT structures to support each new stand-alone GE business
• Develop separation strategy for 35 Digital Workplace Products/Services and 117 applications accounting for sourcing contracts, personnel impacts, and business continuity for the $140M workstream
• Manage $20M separation project budget to replicate and migrate services for each business
• Program leadership for 50+ simultaneous projects across all aspects of the Digital Workplace
• Lead DWP Transitional Service Agreements (TSA) for GE Mergers, Acquisitions, and Divestitures
• Drive executive leadership agreement and awareness of separation strategies providing equal understanding to both the technical and non-technical team members

Boston, MA, US

• Lead product management organization for Digital Workplace Software Solutions supporting custom built Software as a Service (SaaS) platforms as well as managing external vendor product engagements enabling employee.
• Lead product development, support, and experience for Digital Workplace software including but not limited to asset procurement and support, document management, productivity, and collaboration tools
• Develop short- and long-term strategy for Digital Workplace software products to improve the employee experience and support the growing demand for a seamless, hybrid work environment
• Guide transformation of organization from centralized IT based decision making team to product-based team focused on supporting distributed business decisions
• Lead Service Delivery organization providing L3/L4 support for Software Solutions products providing reduction in service ticket and increase in NPS year over year
• Manage Capital Optimization Program to meet $250M operations budget resulting in $20M of savings

Boston, MA, US

• Lead product management organization for a Software as a Service (SaaS) platform providing procurement, management and support of Employee Digital Workplace Technology for both commercial and internal customers.
• Quickly updated system to enable the ability for employees to obtain the technology necessary to work from home during COVID pandemic
• Developed commercial strategy to sell internal tool to external customers creating a $100M+ revenue stream over 3-year period
• Gained support from investors by creating a cohesive product strategy and business case using relevant market research, competitive analysis, and user feedback
• Drove transformation of organization from internal support team to commercial organization
• Successfully manage $2M operations budget while expanding the organization to meet new demand

Boston, MA, US

• Global Mobile & PC Product Leader supporting 300K+ GE employee population
• Global Asset Management of 350K+ Client devices and 150K+ Mobile devices
• Manage $200M+ Client and $80M+ Mobile annual spend
• Planning, development and launch of strategic Asset Depots across the globe
• Roadmap development and prioritization
• Develop and maintain Global PC and Mobile Policy

Dallas, TX, US

• Develop and lead strategic initiatives to evaluate the competitive environment, grow market share, improve Customer Experience and strengthen the position of a $12 billion business
• Develop White Paper depicting 3 year plan for Wireline Broadband through partnerships with Corporate Finance, Pricing and Market Research by defining the product SWOT analysis, competitive environment, strategic.
• Determine short and long term objectives for the business unit, establish critical priorities, and allocate resources for execution of the product line business strategy to achieve performance goals
• Develop and present key market growth strategies to the Chief Marketing Officer
• Direct the development of several multi-million dollar business cases through collaboration with customer experience, operations, product development, finance, sales and support organizations
• Oversee customer and market research analysis to improve product positioning and drive innovation by championing change

Dallas, TX, US

• Manage the Product Lifecycle, improve Customer Experience, and drive improvements to the Product P&L for AT&T Broadband service
• Determine short and long term objectives for the business unit, establish critical priorities, and allocate resources for execution of the product line business strategy to achieve performance goals
• Lifecycle Management for Broadband product to optimize market plan performance, and drive lifetime value, customer retention, revenue growth, profitability and loss objectives
• Drive improvements to Broadband CPE to provide best-in-class Wi-Fi experience, customer friendly in home network management and whole home connectivity
• Drive improvements to the overall customer experience and Net Promoter Score (NPS) for Consumer Broadband, Voice, and Video/Television
• Used strategic marketing to retain over 2.6M subscribers through migration from Legacy Broadband to Next Generation Platform over 3 year period; driving $1.9B in Lifetime Value to the firm

Dallas, TX, US

• Program Manage several key initiatives resulting in $6 Million in annual cost reduction
• Program manage Congestion Management Process which includes process and metric development, pricing, and IT system enhancements to improve the customer experience and network performance for the product
• Cultivate relationships with Sales, Field Operations, Network Management and Finance to manage the lifecycle of the product and improve profitability
• Responsible for customer equipment testing/trialing and recommendations for acceptance as well as go-to-market plans
• Identify, monitor and analyze internal (financials, movement, revenue, cost, sales) and external (technology, market share, competitive) performance parameters in order to reposition, modify features and identify new.
• Identify and manage implementation of cost reduction projects

Dallas, TX, US

• Utilize Six Sigma methodology to drive process improvement resulting in $4 Million in annual operational cost savings
• Manage Six Sigma projects through data analysis and research to reduce cost to the business
• Collaborate with various work groups including IT, Operations and Sales as lead of cross functional teams
• Develop financial impact analysis for broadband projects
• Prepare cost benefit analysis for potential solutions

Dallas, TX, US

• Center Manager responsible for performance metrics, training and technical support for operations center agents
• Manager for a group of 24 employees including management and represented non-management
• Accountable for individual and team service levels and quality scores
• Manage metric benchmarks to improve performance and customer satisfaction
• Manage force-to-load requirements to maintain service levels

• Analyzed, forecasted and balanced full time equivalent required at center level for Broadband Customer Care
• Created metrics to benchmark performance and customer satisfaction
• Developed process maps to outline technician workflow improve efficiency
• Served as primary business lead and process expert for the Broadband Customer Care organization

• Lead and effectively managed a team of 15-20 multi-media technicians
• Developed and analyzed various special cost reducing projects in the Broadband Customer Care organization
• Conducted monthly quality checks and reviews to provide coaching and development of each technician
• Created and maintained a positive work environment to produce an effective team environment

• Provided tier two technical support for the activation, provisioning, and maintenance of DSL services
• Provided training and support in the development of new technicians

Data-Driven Marketing Certificate, Marketing

Mba, General Management

Bs, Electronic Engineering Technology