Rich C. Email & Phone Number

As a seasoned Product Quality Manager, I help drive the delivery of the features and products that meet customer and business needs. To this end, I develop and maintain data collection pipelines to track and report post-launch product performance. Furthermore, I coordinate with internal and external stakeholders as well as cross-functional teams. I have a solid track record of gathering the voice of customers to maximize the value of product vision. To this end, at Vivint Smart Home, I led beta and prototype testing of IoT and smart home products. This included building product testing groups, gathering customer data, and conveying it to the engineering teams. As a result, I facilitated the launches of 27 new products in the market. One of my achievements is capitalizing on revenue generating opportunities. In doing so, at the same company, I facilitated a 9-figure bottom-line profit by overseeing prototype testing of a new line of smart home products. To this end, I researched and suggested the best methods of product installation and usage in customer homes. The key to my success is building high-performance teams. For example, at Vivint Smart Home, I instituted competitive yet achievable KPIs and SMART goals for my team and streamlined resource utilization. Furthermore, I designed a scalable training program and promoted a collaborative team culture. As a result, I improved team performance by 60%. If you’re interested in working with someone who drives solutions for end customers to bring impactful changes to their experience, I can be reached via email: rich.s.carlson@protonmail.com Key Skills: Customer Satisfaction ImprovementProduct Performance EnhancementCross-Functional CollaborationProduct Strategy & PlanningData Pipeline BuildingCompetitive & Data AnalysisTest-Driven DevelopmentCustomer Focused Solution BuildingCustomer Lifecycle ManagementTeam-building, Training, Standards DevelopmentCustomer Retention/Technical SupportCustomer EngagementCorporate Performance MetricsCustomer Experience EnhancementLaunching Value-Added Services