Michael Metzger Email and Phone Number
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Experienced Product Management leader with a demonstrated history in the e-commerce and marketplaces industry leading teams to produce high value features in fast paced Agile environments. Skilled in Customer Relationship Management (CRM), Enterprise Software & Platforms, Contact Centers, Management, Payments, Invoicing, and E-payments. Strong Partner experience with Engineering, Analytics, and Design to define and execute product strategy.During my time at Angi was responsible for all our Sales, Customer Care tools, and Billing for the Pro experience in our Ads and Leads products at Angi(Former HomeAdvisor and Angie's List). We have >2000 sales and care reps utilizing our tools to drive additional value to our $1.3B marketplace. Through the internal tools we drive >$100M in annualized revenue through addition service request generation and the sales and onboarding experience for every PRO in the network.Currently I lead product strategy and execution for the Internal Tools and Billing domains at Alma. Focusing on driving innovation and operational efficiency. My role includes managing integrations with key partners like Stripe and Square to enhance billing and invoicing processes, while developing next-generation tools that empower over 200 Core Ops associates to efficiently handle eligibility checks and claims processing. I am passionate about fostering the growth and performance of Product Managers, ensuring alignment with strategic goals, and building scalable solutions that improve user satisfaction and streamline internal workflows.
Alma
View- Website:
- helloalma.com
- Employees:
- 1298
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Director Of Product, Billing, Support And Internal ToolsAlmaDenver, Co, Us
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Director Of Product, Support And Internal ToolsAlma May 2024 - PresentBrooklyn, New York, Us
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Director Of Product ManagementAngi Oct 2018 - May 2024Denver, Co, Us- Steering >$8M annual product investment budget and driving over $60M in return- Own and manage strategy for internal tools including Salesforce, Zendesk, and homegrown CRM applications- Driven revenue growth in cost center environments > $100M annually- Developed and champion product strategy for 50+ headcount organization- Implemented and manage billing and invoicing system for >200k B2C customers- Collaborated closely with stakeholders and C-level to define and execute product strategy- Managed, coached, and developed team consisting of product owners and product support roles.- Facilitated and lead strategic discussions while providing insight in the corporate vision- Developed investment cases to add additional resources to implement high priority features in an expedited manner. - Managed contracts for staff augmentation and 3rd party integrations- Developed additional revenue generating products for Service Professionals to enable lead acceptance choice. Contributing greater than $40M in revenue to bottom line, and growing. -
Sr. Product ManagerHomeadvisor Oct 2017 - Oct 2018Denver, Colorado, Us- Product Domain Expert for all levels of customer interactions- Voice of the customer to internal teams- Led initiatives implementing Tax software, billing methodology, and payment best practices- SME for CRM and CRM implementations -
Sr. Product ManagerPaypal Dec 2010 - Jul 2017San Jose, Ca, UsProduct Owner expert for Global Operations Product team implementing multi-million dollar CRM/BPM system in Multi-national environment while ensuring world class implementation practices are adopted and adhered to. • Led initiatives rolling out multi-million dollar CRM/BPM system in Multi-national environment• Chief Product Owner integrating Global Ops tools to upgrade security standards to ensure data and applications are protected from evolving threats• Worked closely with stakeholders to deliver projects from requirement gathering through the product development life cycle• Identified areas to increase efficiency and drove changes required for implementation• Integrated Mobile payment and Web Applications support into CRM solution• Collaborated with other Product Owners to refine requirements and enhance cross-vertical projects• Incorporated third party applications and services into internal support applications• Developed and implemented workflows/applications to support greater than 5000 users• Identified strategic approaches and planning in order to efficiently utilize resources• Managed and led development in Waterfall and Agile product development methodologies• Directed large scale technology project to migrate existing service infrastructure to new service model• Defined and prioritized product requirements based on market analysis, customer input, and multiple business unit requests in the organization. -
Sr. Product AnalystPaypal Dec 2006 - Dec 2010San Jose, Ca, Us•Collaborated with Merchant Services Product Managers to support operational requirements•Facilitated and developed training for over 2000 personnel on new features being delivered live to site•Researched and analyzed product “bugs” to assign fixes in a timely manner•Developed business use cases for projects in order to determine impact and derived comparisons from ecommerce industry and other internet companies, including developing business metrics and ROI evaluations•Collected feedback from business unit of over 300 employees in order to enhance existing features •Held and Facilitated focus groups on PayPal Products to determine best practices and efficiencies•Assisted in Vendor Management and vendor selection for multiple high value projects•Managed the product life cycle from an operational perspective to ensure information and changes were communicated appropriately to management•Managed and implemented back end contact center tools and applications to over 200 employees•Participated in voice of customer and customer experience reviews and exercises
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Consumer Protection Merchant Ops Support SpecialistPaypal Jun 2006 - Dec 2006San Jose, Ca, Us•Provided support for Merchant Support teams including; Business, Merchant, Enterprise Support•Advised Merchants on Best practices to eliminate Consumer Protection related issues•Conducted conference calls with Merchants to train on PayPal’s CP response methods•Developed advanced workflow to be able to track account outreach effectiveness and follow-up•Created training materials and tools for Enterprise Support team to ensure account analysis efficiency•Analyzed account history and trends to take appropriate action on accounts•Pulled and analyzed reports from Reflex, Bix, and PayPal reports systems•Developed material on Merchant Tools to enable support teams to correctly utilize tools
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Chargeback Sr. AgentPaypal Jun 2005 - Jun 2006San Jose, Ca, Us•Proposed multiple ideas to increase workflow efficiencies and increase production•Advised agents on appropriate job functions to insure oldest dates are worked•Managed queues to insure strict timeframes are met•Developed manuals on how Switch Solo, PayPal Pro, and Merchandise workflows are worked•Lead Multiple Product implementations for the Chargeback department while working closely with the product team•Managed the entire Switch Solo workflow including Ticket Retrievals, Rejects, Chargebacks, and Credits•Reengineered workflows for American Express, Switch Solo, and merchandise return job functions•Managed high profile cases and worked closely with stakeholders on these cases
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Chargeback AgentPaypal May 2005 - Dec 2005San Jose, Ca, Us•Worked cases along Visa, MasterCard, Switch, Solo, Omni-pay regulations.•Reviewed customer inquiries via Kana in order to eliminate multiple contacts•Performed Chargeback tasks along specific and strict timeframes
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Customer Service AgentPaypal Sep 2004 - May 2005San Jose, Ca, Us•Reviewed Limited accounts due to fraud restrictions or Unauthorized Use•Handled Customer inquiries in regards to limitations, buyer complaints, and chargebacks•Advised customers on PayPal’s Seller Protection Policy and how to reduce risk within their business •Handled customer inquiries in Banking, Credit Card and Member Services Departments.•Problem solved customer’s questions for proper resolution
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Professional Interviewing SpecialistGallup Dec 1999 - Sep 2004Washington, D.C., Us- Conducted quality assessment studies for multiple clients- Trained new employees on policies and procedures- Lead projects for clients in order to ensure timeframes and quality was met- Conducted strategy sessions with new employees to increase production
Michael Metzger Skills
Michael Metzger Education Details
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University Of Nebraska-LincolnBusiness Management W/ An Emphasis In Management Information Systems -
Kansas State UniversityManagement Information Systems
Frequently Asked Questions about Michael Metzger
What company does Michael Metzger work for?
Michael Metzger works for Alma
What is Michael Metzger's role at the current company?
Michael Metzger's current role is Director of Product, Billing, Support and Internal Tools.
What is Michael Metzger's email address?
Michael Metzger's email address is mi****@****sor.com
What is Michael Metzger's direct phone number?
Michael Metzger's direct phone number is +140896*****
What schools did Michael Metzger attend?
Michael Metzger attended University Of Nebraska-Lincoln, Kansas State University.
What skills is Michael Metzger known for?
Michael Metzger has skills like Cross Functional Team Leadership, Product Management, Project Management, Customer Experience, E Commerce, Analytics, Vendor Management, Management, Crm, Strategy, Process Improvement, Team Leadership.
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