Experience Product Manager Resume Sample

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Rachael Abbott
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Work Experience


Product Manager, Customer Experience
11/2015 - PRESENT
Phoenix, AZ
  • Own a key experience within the customer journey and build a vision and robust strategies in support of the area to continuously enhance the Nordstrom shopping experience
  • Be a self-starter who is able to identify improvements, make critical decisions and work with subject matter experts throughout Nordstrom to get the ideas implemented
  • Solid technical background and understanding of web technologies
  • Establishes collaborative working relationships with product managers and cross functional stakeholders
  • Documents and maintains an inventory of detailed SMB customer experience processes and identifies gaps and opportunities for improvement
  • Defines business impacts for implementing/not implementing aspects of the customer experience flow, highlighting associated cost/resource impacts
  • Develops a process to capture additional changes from the business as they are identified and manages prioritized list of CX changes/improvements on a process roadmap for future product and system releases
Customer Experience Product Manager
04/2012 - 05/2015
Dallas, TX
  • Coordinates process change requests with appropriate business owners and manages their implementation
  • Maintains organizational credibility with respect to all deliverables and process efficiencies
  • Anticipates barriers to change and creates opportunities to remove them
  • Creates a culture which is based on knowledge sharing and learning from best practices
  • Governs established processes, knowledge repository, and publications
  • Shape and refine the customer experience through development of new programs that meet the customer’s wants and needs, while properly balancing technology, finance and media experience
  • Develop bankcard product pricing guidelines
  • Monitor industry trends, including reading industry periodicals, web sites and other means necessary to develop industry expertise. Responsible for keeping current on various association and/or network rules and regulations
Senior Product Manager, Customer Experience
02/2008 - 10/2011
Chicago, IL
  • Work closely with other product managers to provide a consistent experience across all of SiriusXM’s products
  • Prior success working in a large, highly-matrix and complex organization; able to set priorities and ‘triage’ in a fast-paced, dynamic environment
  • Enjoys hacking/prototyping on the side
  • Strong product design sense
  • Develop a set of practices and tools to benchmark and maintain a clear, consistent, and accurate picture of customers’ experiences
  • Drive a culture where measuring customer experience plays a strategic role and is considered a critical element of business success
  • Responsible for key metrics such as NPS and other customer listening posts

Education


Missouri University of Science and Technology
2002 - 2007
Bachelor's Degree in Engineering

Professional Skills


  • Excellent communication, problem solving and business process documentation skills
  • Excellent oral and written communication skills, tailored for each of a wide variety of audiences
  • Big-thinkers that are highly organized, collaborative, and communicative with strong leadership skills
  • Strong experience and understanding of data warehouse, mobile, and integration development technologies and trends
  • Five years of experience and demonstrated success as a Project, Program, or Product Manager
  • Quantitative and business analysis skills
  • Strong experience with managed license provisioning, delegation, permissions, identity, administration

How to write Experience Product Manager Resume

Experience Product Manager role is responsible for leadership, events, finance, credit, training, integration, security, architecture, reporting, manufacturing.
To write great resume for experience product manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Experience Product Manager Resume

The section contact information is important in your experience product manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Experience Product Manager Resume

The section work experience is an essential part of your experience product manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous experience product manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular experience product manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Experience Product Manager resume experience can include:

  • Map customers’ interactions with the Norton business unit (e.g., customer journey map high level and lower level journeys, customer touch points including communication touch points)
  • Document customer understanding in a way that is easy for employees to understand and use (e.g., personas, customer journey maps, role-based voice of customer reports, etc.)
  • Make prioritization and trade-off decisions balancing customer experience, seller experience, developer experience, and business value
  • Excellent collaboration skills with both internal and external partners
  • Handle prioritization and trade-offs among customer experience, performance, and operational support
  • Evaluate and bring to market personalized experiences within the self-help experience to maximize customer engagement

Education on an Experience Product Manager Resume

Make sure to make education a priority on your experience product manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your experience product manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Experience Product Manager Resume

When listing skills on your experience product manager resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical experience product manager skills:

  • Strong leadership and excellent communication skills, with experience managing and motivating cross-functional teams/individuals
  • Solid project management skills, including the ability to think and lead complex projects simultaneously
  • Strong project management skills and willingness to serve in that capacity when appropriate
  • Strong verbal and written communication skills in English, with the ability to face external and internal partners
  • Be accountable for launch, marketing and channel plans that effectively use appropriate assets or partner relationships towards improving product success
  • Experience owning the post-purchase experience for an enterprise software company

List of Typical Experience For an Experience Product Manager Resume

1

Experience For Product Manager, Customer Experience Resume

  • Software/Engineering skills beneficial (especially AWS, NLP, CUI, etc.)
  • Strong customer empathy and passion for building experiences that delight
  • Organizational experience managing multiple ongoing initiatives
  • Collaborates with eBusiness, Retention Management, Partner Sales and Marketing to continually improve the shop, buy, and renewal experiences
  • Experience developing software products, technologies and platforms
  • Work with business teams to prioritize new projects and enhancements to existing applications and business systems
  • Partner with our developer-facing teams to track, prioritize, and resolve issues
  • Experience working on developer services or developer tools
  • Experience working with cross-functional teams to ship products
2

Experience For Customer Experience Product Manager Resume

  • Work collaboratively with design, engineering and infrastructure teams to define, design, and execute customer experience improvement solutions
  • Contribute to making the product development processes more effective
  • Product Management experience, with a record of shipping software in a high growth company
  • Craft a clear point of view on how Mobile products can improve the in-store shopping experience and positively benefit our customers
  • Prioritize and manage multiple projects and feature enhancements from concept to completion in a fast paced, hybrid Waterfall and Agile development environment
  • Designing and delivering world-class self-help experiences
  • Develop personalization roadmap and prioritize initiatives across the self-help platform
3

Experience For Digital Experience Product Manager Resume

  • Define MVP experiences and quickly learn and iterate based on customer feedback, then scale across the global ecosystem
  • Determine success metrics, and partner on dashboard development, to measure results throughout product experiences
  • Envision the future state for Intuit’s self-help experiences
  • Developing and championing product vision, strategy and roadmaps for multiple product lines, in support of business goals and objectives
  • Understanding of distributed systems, APIs, digital measurement technologies, data pipelines
4

Experience For Senior Product Manager, Customer Experience Resume

  • Developing and maintaining domain expertise over one of Sephora’s growing channels and/or platforms
  • Facilitate UX and CX design sessions, including Customer Journey Mapping and story-mapping workshops
  • Promote our strategy by socializing our roadmap, clearly communicating short term deliverables while painting a vision for long term goals
  • Deep understanding of analytical products, including data visualization (e.g. Tableau etc.)
  • Collaborate with cross-functional teams on successfully building and launching new products
  • Share customer understanding with all employees
5

Experience For Product Manager, Developer Experience Resume

  • Document and analyze existing business processes, identify challenges and make appropriate recommendations for improvement
  • Motivate development team with clear, elevating goals for product development
  • Above all else, doing all the little things that drive the team to continuously iterate and improve the product
  • Research and analyze market conditions, identifying key competitor and digital trends
  • Develop customer/sales/care tools and training/awareness materials
  • Provide backlog management, iteration planning, and elaboration of the user stories
  • Adopts and consistently performs a set of sound, repeatable practices that lead to excellence
  • Collaborates with product and engineering teams to measure product quality and fosters continual innovation and optimization to ensure a superior customer experience
6

Experience For Product Manager Customer Experience Resume

  • Understand the competitive contact center portfolio landscape and develop effective strategies for Verizon success
  • Define a robust customer experience through appropriate documentation, and drive the product roadmap to meet the defined vision
  • Collaborate with stakeholders to craft product roadmap and prioritize backlog of work
  • Support Norton’s growth by helping lead infrastructure projects involving building capabilities around systems, tools, technologies etc
  • Collaborate daily with the Development team to ensure projects are clearly defined and properly phased to facilitate timely delivery of functionality Manage resolution of urgent technical issues while communicating changes to business stakeholders
7

Experience For Senior Product Manager Customer Experience Resume

  • Program Manage any new product development efforts from idea through deliver stages
  • Participate in analytics product and/or vendor strategy and ensure integration to Unified CX and other Verizon products and solutions
  • Collaborate and partner with cross-functional teams such as engineering, design, finance, network, user experience, go-to-market, and legal to ensure a smooth product development process
  • Handle multiple assignments and align them with the business priorities and deadlines
  • Develop and maintain partnerships with external businesses and vendors
  • Collect and analyze product results data to measure overall success and engagement, track feature adoption, identify user behavior and then feed this knowledge back into product design and requirements
  • Engage with business teams and customers to understand needs, evaluate impact and articulate goals
  • Gather user requirements; create and refine requirements in the form of user stories
  • Work with developers to convert business and functional requirements into a technical design
8

Experience For Product Manager, Shopping Experience Resume

  • Serve as the single point of contact and subject-matter expert for the product and business teams
  • Plan and lead implementation of new projects and enhancements for the product
  • Communicate delivery of new features and updates to the product to business stakeholders
  • Synthesize diverse sets of input and information to drive (and own) product decisions
  • Assess digital enhancement opportunities to meet performance goals of revenue, conversion and cost-savings
  • Define long term product strategy and create product road map
  • Prepare product requirements documentation and use cases to drive product enhancement design, solution and delivery
  • Partner closely with delivery team personnel, including design, IT and project management, developing strong relationships to deliver a superior customer experience
9

Experience For Product Manager, Listing Experience Resume

  • Create, deliver and manage communications with cross functional teams and leadership
  • Partner with analytics team to measure and analyze site performance and project results
  • Help drive a customer-focused culture across cross-functional teams
  • Demonstrated knowledge of and ability to work collaboratively with fellow digital professionals in core disciplines such as user experience design, content strategy, user interface design, visual design, front-end development, marketing, social media, and mobile technology
  • Drives cross-functional team to set qualitative objectives and quantitative goals. Negotiates and develops product plans
  • Drives the production of UX/UI concepts and prototypes; balancing pixel-perfect attention to detail against opting for low-fi design to optimize workflow and process
  • Keeps pulse on technology trends and assesses product and technology implementations across industries to inform plans to deploy best of breed digital product offerings
10

Experience For Gaming Experience Product Manager Resume

  • Identify business opportunities and clearly communicate product plans, benefits and results, as appropriate, to a spectrum of audiences, from internal stakeholders to customers
  • Distill vision and strategy for the team while challenging a cross-functional team (product, engineering, design, etc.) to think boldly and creatively while managing focus on product and business goals
  • Data-driven decision making and history of instrumenting and interpreting A/B tests
  • Partner with key stakeholders and lead cross-functional teams to successfully deliver initiatives to market
  • Deliver business outcomes on time with high quality and in accordance with stated business and technical objectives consistent with Intuit’s architecture principles
  • Be intensely data driven in prioritizing and evaluating the results of all work
  • Excited by data and personalization at scale
  • Create a vision and deliver it

List of Typical Skills For an Experience Product Manager Resume

1

Skills For Product Manager, Customer Experience Resume

  • Proven ability to prioritize and manage requests and projects of all sizes
  • Previous experience with working with and developing on the force.com platform, Salesforce Communities, Pardot, Marketing Cloud and/or WordPress
  • Experience with agile methodologies and supporting tools, including Rally
  • Experience developing and managing APIs for SaaS products
  • Previous experience working with global teams and international markets
  • Analyze user behavior data, user experience research, and marketing research to understand and drive new features & improvements
2

Skills For Customer Experience Product Manager Resume

  • Business acumen with a strong desire to be part of a customer facing media and services business
  • Product Management experience, shipping software in a high growth company
  • A track record of product management in international environments with proven results in building and rolling out successful products to customers
  • Proven Business Development and Partner Management background
  • Strong interest in current events and pop culture, as related to assigned channels / programs.
  • Demonstrated ability to understand and discuss technical concepts. Ability to learn SQL
3

Skills For Digital Experience Product Manager Resume

  • Development and/or engineering experience
  • Thrive in dynamic environments with multiple changing priorities
  • Experience applying Agile and DevOps principles
  • Experience with Waterfall and Agile development process
  • MBA or MS in Economics, Finance, Computer Science, or equivalent experience
  • Deep domain, workflow driven product managers who are platform agnostic within an omni-experience environment
  • Seek to optimize actionable insights, user experiences and digital operations of each project
  • Samples of effective project communication delivered in the past
4

Skills For Senior Product Manager, Customer Experience Resume

  • Agile methodologies experience
  • Delivering results that align to customer needs and business goals
  • Define product requirements including writing clear, detailed, and thorough specifications for features
  • Manage the timeline for feature development, ensuring it stays on track and clearly reporting status and issues
  • Detail orientation with an eye for building the ‘right’ thing
  • Previous responsibility for administration of technology systems or equivalent consulting
5

Skills For Product Manager, Developer Experience Resume

  • Product management, product development, business, management, marketing, and/or equivalent; Extensive knowledge of TM products. Required
  • Knowledge of business, management and marketing principles and practices
  • Proficient in relevant software applications, including Microsoft Office and Rally
  • Work closely with Design, Engineering, Analytics and business partners
  • Establish quality controls and rigorously monitor CX
  • Work with customer service (internal and external) and aftermarket services teams on continuous improvement of CX
  • Supervise roll-out of the repair network across EU5
  • Design business requirements for the new CX features, liaise closely with tech team on execution
  • Previous experience developing requirements and leading website management and development, marketing communications and/or online community management systems implementations
6

Skills For Product Manager Customer Experience Resume

  • Own the entire product recommendations experience end-to-end from the way it is displayed (UI on both desktop and mobile) to the types of algorithms/recommendation models
  • Lead and work closely with a delivery team to build customer-centric features that deliver customer value as well as business value
  • Assess the impact of new requirements on all systems across the Customer Experience ecosystem, for both internal and external customers and integrations
  • Experience leading cross-functional teams, as well as managing and implementing digital / eCommerce projects
  • Comfortable interacting with PM, engineering, and finance teams
7

Skills For Senior Product Manager Customer Experience Resume

  • The ability to clearly articulate complex and abstract ideas
  • Familiarity with customer, partner and field sales business processes
  • Demonstrated experience identifying customer and business problems and drive product requirements and plans to pursue opportunities to address identified problems
  • Demonstrated experience using Microsoft Office 365, Project, and Visio
  • Extensive problem analysis and resolution, impact verification, troubleshooting, coaching, and facilitation experience
  • Experience in consumer-facing, enterprise-level web product management with an emphasis on eCommerce
8

Skills For Product Manager, Shopping Experience Resume

  • Previously held a technical role for complete large-scale projects, experience writing detailed requirement specifications
  • Understanding of the eCommerce industry, its trends, seasonality and global business trends/events, and continually monitor competitor/industry developments
  • Define and evangelize the product strategy and go to market plan throughout the organization
  • Demonstrated knowledge with front end web development tools and techniques, enabling eCommerce platforms, data exchange and structures between information systems
  • Seeking strong Product Managers that have a mix engineering/design/business expertise
  • Thorough understanding of Sales, Marketing, Supply Chain and Manufacturing business processes
  • Serve as the “voice of the customer” when working with design/development/marketing/business units
  • Adept at Product Strategy/Product Marketing/Project Management/Product Development
9

Skills For Product Manager, Listing Experience Resume

  • Entrepreneurial spirit, results-driven mentality
  • Familiarity with online business models and mobile interaction patterns
  • Seek to add-value to each project, above and beyond the business requirements through world-class product management
  • Comfortable within Agile and Lean Development frameworks
  • Expert-level knowledge of Atlassian tools and Microsoft Office 365
  • Work with the Product Development team to refine and clarify product requirements
  • Proficient in Microsoft Office Product Suite and project management software
  • First year MBA in progress
  • Lead customer focused innovation
10

Skills For Gaming Experience Product Manager Resume

  • Partner with the cross-functional delivery team and their leaders to drive innovation through encouragement and respect for new ideas and championing change
  • Effectively evangelize new methodologies, internally and in the marketplace with a strong conceptual ability to create a value proposition for customers, partners, and internal teams
  • Digital product management or related experience
  • Solutions oriented-ability to think fast and move quickly to find the right offerings to meet customer need
  • Meet with customers and internal stakeholders (sales, finance, legal, customer success, product, engineering, etc.) to identify opportunities for improving customer experience

List of Typical Responsibilities For an Experience Product Manager Resume

1

Responsibilities For Product Manager, Customer Experience Resume

  • Relevant work experience in product management, online marketing and/or consumer products and services
  • Prioritize the backlog, and engage with stakeholders to make tactical decisions
  • Demonstrated ability to influence decisions across all organizational levels, especially without formal authority
  • A true passion for product management and customer experience
  • High energy, self-starter with a positive mindset and with a "can do" attitude
  • Shape the overall product vision and roadmap to take Postmates from a start-up to a globally recognized brand
  • Collaborate with engineering, operations, and design to define a winning strategy, develop and maintain a prioritized product backlog, and execute on delivering great experiences for customers, merchants, and the fleet
2

Responsibilities For Customer Experience Product Manager Resume

  • Define and communicate product requirements and specifications by thinking creatively about how to solve problems that have never been solved before at this scale
  • Ensure strong collaboration and communication across the company and serve as a primary point of contact for internal stakeholders
  • Product experience in Customer Service (Self-Service and Assisted Service)
  • Ship fast and often
  • Product strategy and planning – Basis understanding of various customer segments, define the strategy to tackle existing pain points and develop plans and programs to address those pain points working across Amazon teams
  • Experience designing mobile experiences; Use of web analytics including clickstream metrics to evaluate online customer behavior, expertise in A/B testing and optimizations
  • Use outstanding facilitation, presentation, and leadership skills to develop and maintain communication channels and stakeholder groups with each Business Unit
3

Responsibilities For Digital Experience Product Manager Resume

  • Prioritize projects based on impact and alignment with our long term strategy
  • Product experience in Customer Service (Automation, Self-Service and Assisted Service)
  • Identify opportunities to improve developer success on the Oculus platform
  • Act as the voice of the developer to the broader organization
  • Analyze needs, manage demand, and manage the expectations of each stakeholder group
  • Deliver product demonstrations and presentations
4

Responsibilities For Senior Product Manager, Customer Experience Resume

  • Actively monitor trends, capabilities, and technology options that would foster continuous improvement of the Program
  • Design team processes, measure progress, and make continuous improvements to elevate the efficiency of your team
  • Align with all security policies and procedures, to ensure that the highest level of system and data confidentiality, integrity and availability is maintained
  • Socialize our roadmap with stakeholders and customers to constantly promote and optimize our strategy
  • Meet with AppDynamics customers and internal stakeholders (sales, finance, legal, customer success, product, engineering, etc.) to spot opportunities for improving customer experience
  • Prioritize the backlog, and engage with internal teams to make tradeoff decisions when faced with resource constraints
5

Responsibilities For Product Manager, Developer Experience Resume

  • Experience managing the post-purchase experience for an enterprise software company. This includes managing license provisioning, delegation, and permissions, as well as identity federation
  • Handle multiple concurrent priorities in a fast-paced environment
  • Develop a keen understanding of Walmart’s Omnichannel Retail Strategy, translating strategic priorities into a product vision, roadmap and detailed product specifications
  • Use customer insights, competitive research, and analytics to identify and validate product opportunities
  • Create products that reach our 140M customers that shop our 5,000 stores every week, with direct impact on our P&Ls and customer experience
6

Responsibilities For Product Manager Customer Experience Resume

  • Partner with platform product teams
  • Work with dedicated and talented team members across multiple geographies (primarily San Bruno, CA/Sunnyvale, CA, Bentonville, AR and Portland, OR) and channels (Stores, Mobile, Web)
  • A customer obsession
  • Responsible for managing the development and implementation of projects by directing the creation of business requirements, design, evaluation, analysis, demonstration, construction, and satisfaction of regulatory requirements of projects/products. Provides management and strategic direction to a project team and is responsible for the project development, budget, and schedule

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