Rob Osterman Email & Phone Number

Seattle, Wa, Us

Product lead for transformational company-wide onboarding automation to enable Amazon new hires the ability to start their first day from anywhere. Cybersecurity solution that provided AI identity verification system, first time credential provisioning, and device setup to allow new hires to be productive on their first day through a completely self-service solution with comprehensive data telemetry and process monitoring platform.• Proposed and delivered automation capability to solve resourcing and experience constraints with onboarding Amazon’s weekly new hire volume through innovative security process. Efforts significantly reduced resourcing needs supporting first-day laptop setup by eliminating hiring manager and IT assistance in performing device setup.• Developed product strategy, user experiences, integration requirements, and feature roadmap through deep user research and telemetry that was implemented across multiple organizations responsible for core authentication services, global laptop imaging, and IT Support management. • Oversaw creation of product requirements, threat models, and access controls with security and legal teams dealing with highly confidential data residency requirements, allowing for rapid multi-region deployment.• Launched minimum viable product including new in-app analytics tracking functionality allowing for greater focus on areas of user research to support product strategy and next iteration.• Defined product success metrics to quantify business impact and ensure long term business value. Product had 95%+ success rate with 25,000+ new hires completing the workflow on their first day without support assistance, saving thousands of hours in support costs.

Beaverton, Or, Us

Led a team of 8 business analysts, technical engineers, visualization developers to create actionable data insights & products. Team was responsible for creation, delivery, and support of data products to support core business processes within the inventory & supply chain processes. Leveraged big data infrastructure to support detailed bill of material plans across the Nike product lines.• Designed and released internal mobile web experience for senior leadership to review business trends across organizational units. Mobile application enabled remote, secure, and automated access to relevant information deployed through novel approach using corporate mobile device management infrastructure. • Defined and deployed first-of-kind business metrics to baseline effectiveness of business rhythms and understand distribution of capacity trends. Metrics allowed organization to consolidate numerous independent business actions into centralized view to allow senior leadership visibility into business and supply chain risks.• Created capability to extend supply chain forecasting horizons using historical data and anticipated business growth rates to proactively identify areas of capacity constraints ahead of major seasonal product deadlines.• Released demand & supply match analytics capability and related self-service infrastructure to connect product demand signals to globally available manufacturing capacity. Dashboards and datasets became a primary tool for planning organization to manage vendor relationships and to recognize areas of under/over-capacity.

Redmond, Washington, Us

Managed a team of 20+ technical consultants to support Microsoft’s global enterprise support data analytics platform. Program included reporting and analytics for worldwide strategic sales initiatives involving Microsoft cloud consumption and next generation support business model.• Proposed, developed, and deployed requirements for enterprise data warehouse for global support business to enable transition for upcoming big data deployment. Team consisted of 20+ technical and architectural experts and deployed project within aggressive timeline. • Deployed API technology to enable power-users and regional analysts’ availability to access data through self-service capability for enterprise cloud consumption reporting and to enable manager and team-lead report development to achieve business performance and sales goals. Self-service functionality enabled a centrally governable dataset with consistent metric definitions, allowing non-technical managers to grow customer relationships and improve sales opportunity management.

Redmond, Washington, Us

Managed global analytics and reporting program that established new metrics to analyze effectiveness of $100M+ consulting budget. Capability allowed for insights into effectiveness of presales engagements, ROI of consulting opportunities/lead management, and enabled future capabilities to determine success of sales & finance processes.• Created reporting capability for ROI analysis that ensured success of newly deployed business processes across global consulting organizations, allowing for tracking of factors that contributed to success or failure of consulting engagements.• Established rhythms with stakeholders to develop roadmap and product requirements for capabilities to track and present outcomes of newly defined employee role structure. Developed a program road map & timeline across stakeholders to ensure deadlines, success criteria, and program outcomes were met.• Managed a team of 3 report engineers to develop and release features to enable presales reporting capabilities.

Redmond, Washington, Us

Proposed, architected, and released a consulting practice-wide solution to automate customer relationship business processes. Product enabled business owners, senior managers, and sales organization’s ability to self-serve analytics and insights across $100m technical sales business unit.• Established new relationships in product sales, technical sales, cloud sales, and customer satisfaction units to share insights and opportunities from newly tracked processes, enabling a broader customer management strategy and new opportunity identification platform. • Built customer management platform w/ 10+ stakeholders, prioritizing short-term and long-term requirements with technical roadmaps spanning multiple organizations and defined set of shared customer success goals. • Product enabled identification of $10M+ in contract risks through a self-service workflow, allowing for the creation of a risk management solution across 15+ managers & 100+ front line employees by standardizing identification patterns, escalation processes, and new sales support teams to assist in mitigating risk.

Redmond, Washington, Us

Primary contact for Microsoft support & infrastructure for thirteen Fortune 500 customers, representing $1M+ in support contract revenue. Built customer relationships to identify technical infrastructure needs, risks, and support impact. • Established long-term relationships with 50+ employees at customer sites by supporting 75+ Microsoft enterprise products, infrastructure, and first-of-kind transition to cloud services. Identified architecture opportunity areas and relevant technical services to assist customer’s strategic business goals through service identification and planning. • Managed 100+ enterprise infrastructure support cases, leveraging internal relationships with product and architecture experts to ensure rapid resource engagement and resolution to business-critical outages. Resolved 5+ high-visibility critical situations engaging senior C-level management with support from internal legal, product, and executive teams to maintain customer relationships, mitigate public relations risks, and ensure success of newly released products.• Identified and delivered two first-of-kind business intelligence projects allowing for the identification of trends in customer support enabling improvements to service quality, contract renewals, and organizational processes to improve customer experiences.

Austin, Tx, Us

Provided front-line technical support and community engagement used to promote greater use of new startup product with a user base of 2M+ IT Professionals. • Managed support contacts and customer relationships to help customers use the full suite of product features, increasing active user base and overall product success. Identified product improvement areas through customer feedback and worked with internal engineering teams to implement bug-fixes for product improvement. • Developed database integration tool to migrate data from deprecated product, allowing for direct integration into Spiceworks ticketing system, and enabling a path for impacted users to maintain business process continuity.• Identified new workflow to process large amounts of customer log files to improve product usage analytics, new feature quality control, and automation for customer support agents to rapidly identify troubleshooting options.