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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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+.
• 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.

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.
• 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.
• 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.