After HP acquired Poly, my role expanded to include enhancing the interaction between Poly headsets and HP commercial PCs. This shift allowed me to focus on collaborating with multiple teams to create a seamless integration between the two product lines, improving compatibility, and elevating the overall user experience. 

I worked hand-in-hand with a group of portfolio product managers, diving deep into their world to fully grasp the unique details of their products and industries. This collaboration gave me valuable insights that helped guide a larger mission: to merge and harmonize the various product backend platforms. By understanding the nuances of each product, I was able to identify key opportunities for integration that would streamline operations and align with the broader business unit strategy. It was a process of discovery, innovation, and teamwork, ultimately leading to a stronger, more unified approach across the whole portfolio and the entire business.

I took the lead in driving the software product roadmap for the headset business unit, ensuring every milestone aligned seamlessly with the company’s larger goals. It wasn’t just about planning for the next feature or update, it was about strategically guiding the product’s evolution to meet both immediate needs and long-term objectives. By working closely with stakeholders and keeping a pulse on market trends, I ensured that each decision moved us closer to our vision while staying true to the broader business strategy. This approach allowed the roadmap to become more than just a plan—it became a path to continued growth and innovation.

Product Manager

Poly

Driven by a desire for improvement, I led a series of key initiatives that completely reshaped the software release cycle. By streamlining processes and introducing more efficient methods, we doubled the release cadence per year. This newfound speed allowed us to deliver critical updates and new features, ensuring we stayed ahead of customer demands. The impact was significant—faster feature deployment, improved user satisfaction, and a stronger, more agile development team ready to tackle new challenges.

Developed and launched an entirely new software strategy for the headset group, designed to introduce cutting-edge features, functionalities and processes. The strategy was built with a focus on enhancing every aspect of the user experience, including strengthening our relationship with customers. Through a careful blend of innovation and execution, we successfully integrated these improvements, making the headset more dynamic and user-friendly. The outcome was transformative: users now enjoy a smoother, more engaging experience, and the headset product became a key player in their everyday routines. This marked a significant leap forward in both functionality and customer satisfaction.

NICE inContact

Led the strategy for launching five new digital channels, carefully crafting a plan that would not only meet market trends but also cater to evolving customer needs. From concept to execution, I guided the development process, ensuring each channel was built to enhance the product and offer a better user experience. The successful implementation of these channels marked a turning point, as they seamlessly aligned with both market demands and customer expectations, driving meaningful improvements and boosting the product's overall value.

I worked closely with the curriculum team to bring a new training initiative to life. Together, we developed and delivered a series of internal training videos for a new product, designed to improve staff proficiency. The collaboration was key, by combining their expertise in education with my product knowledge, we created engaging and effective training materials. The result was a more confident and capable team, fully equipped to understand and support the new product.

Product Manager II

I designed tailored onboarding and training plans for a diverse range of customers—SMB, mid-market and enterprise. Each plan was carefully customized to address the unique needs of each client, ensuring they had the tools and knowledge necessary for a smooth platform launch of NICE InContact. By focusing on their specific challenges and goals, I was able to help them hit the ground running, setting them up for long-term success right from day one.

I conducted hundreds of in-depth training sessions, both live and remote, engaging with various departments to empower our customers. Each session was designed to provide them with the essential skills needed to navigate and utilize the platform effectively for their unique needs . With each interaction, I could see how their newfound skills transformed their approach, enabling them to leverage the platform to its fullest potential.

Customer Onboarding Manager

I organized and led an intensive three-week technical support training program, bringing together partners eager to enhance their skills. Each day was filled with hands-on exercises, engaging discussions, and real-world scenarios, all designed to equip them with the knowledge they needed. By the end of the program, the partners emerged certified as tier 1 support providers, ready to offer exceptional service to their customers. It was a proud moment for everyone involved, knowing we had set them on a path to success.

I set out on a collaborative journey, working alongside various departments to tackle a common challenge: the high volume of trouble tickets from newly onboarded customers. Together, we brainstormed and implemented strategies, sharing insights and expertise from each team. It was a collective effort, fueled by our shared commitment to enhancing the customer experience. Slowly but surely, we began to see the results of our hard work. Through proactive measures and streamlined processes, we successfully reduced trouble tickets by an impressive 40%. This achievement not only eased the burden on our support team but also brought greater satisfaction to our customers, who felt more confident navigating our services.

Technical Support Engineer II

Total Protection Inc

Lead Security System Technician

Hi, I’m Kody, and I’m seeking my next opportunity as a Product Manager at a B2B SaaS company.

As a customer-obsessed, technically proficient Product Manager, I excel at deeply understanding my product to create exceptional customer experiences that drive retention and loyalty.

My path to Product Management wasn’t traditional—I started in Customer Support, where I onboarded hundreds of users and gained extensive technical expertise. I used to think Product Managers just attended meetings and acted as Subject Matter Experts. That changed when a Director in the product encouraged me to apply for an open Product Manager role. Initially, I was skeptical, and so was the hiring manager, who questioned why we were even meeting since I didn’t have a PM background.

But after our conversation, he saw what I could bring to the table and said, “You’ve been customer-facing for four years and know the product inside and out. I can teach you product management, but I can’t teach someone to be naturally customer-focused. And you are exactly who we need.”

Since then, I’ve devoted time and energy to learning and driving continuous improvements in customer experience and retention—and I absolutely love it! 

Now, I’m eager to connect with customer-driven SaaS companies or fellow PMs to explore new opportunities and share stories on how to innovate product management.

Let’s connect!

Kody Davis

MRI Software

Promoted to Senior Manager, Application Administration Product & Maintenance Delivery in March 2023

Manager, Application Administration                                                February 2021 - February 2023
• Lead the overall strategic direction and service delivery for all SaaS clients, overseeing migrations, upgrades, deployments, and enhancing their software experience.
• Oversee the SaaS Application Administrators, ensuring they effectively respond to and resolve client inquiries related to SaaS activities within global data centers.
• Define and own the strategy, goals, and plans for the SaaS Application Administration team, aligning with strategic business objectives, resource planning, and fostering cross-organizational collaboration.
• Cultivate high-performing teams by diagnosing, understanding, and facilitating team dynamics.
• Drive business strategies and provide leadership by implementing best practices, policies, procedures, change management, and business transformation across the organization.
• Create and manage the Application Administration Global Center of Excellence, ensuring its successful implementation and co-management.
• Develop and manage the Global Application Administration Certification Program, achieving measurable results such as closing skill gaps, enhancing client experience, notable employee development, zero attrition, and increased employee engagement scores.
• Collaborate with cross-functional stakeholders on Go-to-Market strategies for new products and services, identifying SaaS Application Administration requirements to support launches for early adopters and general availability, ensuring scalability.

Senior Manager, Application Administration

ValMark Financial Group

• Developed and executed strategic transition plans, addressing the specific needs of each office/advisor, and facilitating the shift from existing Broker Dealer/Strategic Relationships.
• Ensured timely project delivery within agreed criteria, navigating a hybrid methodology environment during the shift from Waterfall to Agile Methodology.
• Designed, implemented, maintained, and provided training for process improvement initiatives, aligning with the organization's Vision and Mission, and driving growth. These efforts resulted in streamlined efficiencies, maintained effectiveness, risk mitigation, and a significant year-over-year increase in onboardings.
• Coordinated education and training sessions for internal teams, ensuring smooth transitions with minimal disruption for new member firms.
• Led business strategies, creating and implementing best practices.
• Enhanced business partnerships and insights, conducting ongoing business analysis of interconnected workloads for forecasting, metrics, and reporting purposes.
• Collaborated with clients to sustain and expand their businesses, integrating robust programs, portals, and reporting tailored to their specific needs.

Manager, Advisor Transitions

Improving - Cleveland (formerly ProSource Solutions)

• Drove business partnerships and provided insights, delivering leadership with comprehensive business analysis of company-wide resource planning, forecasting, metrics, and reporting.
• Led day-to-day business strategies, creating and implementing best practices, policies, procedures, and processes, and driving business transformation across the organization.
• Managed multiple projects simultaneously, overseeing timelines, deliverables, budgets, and resources.
• Developed and maintained standard project documentation, including project plans, agendas, and deliverables, and ensured adherence to company Project Management Standards and Agile Methodology best practices.
• Created and executed audit guidelines and quarterly audits, mitigating, and reducing risk exposure for each client while ensuring legal documentation governs account relationships and individual engagements.
• Conducted daily contract reviews for client engagements, conducting thorough risk assessments before execution. 
• Executed and managed Microsoft Managed Partner Programs business planning, collaborating with vendor executives to secure funding, resulting in over $350K in funding disseminated to clients.
• Drove partner-funding lifecycles, working closely with project teams to obtain deliverables and finalize submissions within deadlines, ensuring alignment between internal and external systems of record.
• Led corporate communications, supporting the overall corporate strategy and innovation, and creating high-visibility strategic communications including leader messages, talking points, presentations, and employee communications.
• Collaborated with cross-functional teams, establishing, deploying, and managing processes, procedures, and user training to achieve operational effectiveness, efficiencies, risk mitigation, and best practices.
• Served as the key liaison with business partners, driving innovative strategic initiatives to improve and streamline current processes and communications.

Manager, Operations and Service Delivery Center of Excellence

• Led corporate communications including driving communications that support the overall corporate strategy and innovation, supporting a variety of high visibility strategic communications including leader messages, talking points, presentation, and employee communications.
• Collaborated with cross-functional areas within the organization establishing, deploying, and managing processes, procedures and user training resulting in operational effectiveness, efficiencies, risk mitigation and best practices. 
• Served as the key liaison with business partners creating outside the box initiatives to improve and streamline current processes and communications.

Manager, Delivery Operations     

Northeast Ohio Chapter of The American Concrete Institute

• Member of Board of Directors with the Northeast Ohio Chapter of The American Concrete Institute (ACI).
• Facilitated Board meetings and coordinated monthly presentations, quarterly certification exams, and annual golf outings.
• Created and distributed Marketing communications and collateral resulting in a substantial increase in annual corporate, individual, and student memberships; monthly presentation attendance; and annual golf outing sponsors and attendees.

Board Of Directors

• Served as the Engagement Leader for corporate initiatives ranging from site-specific (approximately 1,200 employees) to globally across the Operation and Technology footprints (over 9,500 employees). 
• Developed, managed, and executed strategic communication plans for projects and initiatives for internal customers, business partners and employees in support of strategic goals.
• Collaborated with project teams, sponsors, and stakeholders, making recommendations around strategic communication plans and vehicles based on the target audience. Created timely and appropriately positioned communications for dissemination as well as manager tools to assist with consistent delivery of messaging across the target audiences.  
• Collaborated with the Procedures Team to create and maintain procedures, policies, process maps in their entirety to meet all banking regulatory issues. Assisted in writing, maintaining, and publishing validated content to an internal website for training and auditing purposes.

Officer, Process Excellence and Engagement

Donley's, Inc.

• Coordinated project phases, submittals, meetings, and deliveries from start through completion. Maintained change management including budget, allowances and payments ensuring projects stayed both on time and on budget. 
• Served as a liaison between owners, subcontractors, field, and office personnel.  
• Examined vendor relationships, which resulted in the implementation of an in-house signage program which providing a significant cost savings to the organization.

Project Coordinator

Carri is an experienced professional with a deep understanding of strategic business planning and development. Strengths include strong leadership, effective communication skills, decision-making abilities, and problem-solving capabilities. Have consistently delivered results in previous roles by driving operational efficiency, enhancing team productivity, and implementing innovative management strategies. Passionate about maintaining client-centricity and contributing to overall company success.

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The Battle

Kody Davis

Carri Wolverton

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