Optimizely

In this role, I lead the Generative AI & Data Science team at Optimizely.  My goal is to transform digital marketing through recommendations, predictive analytics, machine learning, and AI.  I'm working to simplify and improve the digital marketer's experience by providing AI-powered, data-led solutions that help them get their jobs done 10-100x faster.

I'll be leading the following activities: 

- Building the AI platform that enables rapid, safe, and reliable AI experiences to be built across the Optimizely product suite.
- Spearheading the strategic vision and execution of generative AI and data science products.
- Collaborating with cross-functional teams to develop innovative solutions for marketers.
- Streamlining digital marketing tasks through AI-powered campaigns and user experiences.

Principal Product Manager - Generative AI and Data Science

In this role, I'm leading an Agile development team building the future of integrations at Optimizely.

Our product, the Optimizely Connect Platform (OCP), is a powerful app marketplace and developer platform that simplifies the job for marketers and product leaders who want to create great digital experiences. 

OCP works with the Optimizely Data Platform to create a single source of truth for digital assets and customer data.  The system makes it easy to understand customer behavior and attribution, build segments and audiences, and then activate data to create omnichannel, personalized experiences and campaigns. 

End users can easily install apps and integrations from our app marketplace with a single click.   OCP apps simplify data ingestion into our data platform and make activating data easy with any Optimizely or third-party product. OCP provides developers with robust tools and an easy-to-use development experience to build new apps, integrate their products, and deliver on customer experiences with Optimizely.

Principal Product Manager - Integrations & App Marketplace

Jabra

In this role, I successfully led Jabra's Contact Center business line through a comprehensive digital transformation of their $250MM ARR product line. My efforts resulted in a significant shift in the direction of the in-flight product roadmap, aligning it with the current market trends and customer demands.

I set the vision, strategy, and long-term roadmap for Jabra headsets and new digital products, which supported them. I led a global team of 5 product managers, designers, researchers, and engineers through prototyping, designing, market testing, and launching two new headset lines (Jabra Engage 55, Jabra 50ii) that featured innovative and first-to-market data analytics capabilities.

I also introduced agile development methodologies and rapid prototyping, which helped to launch a new digital product, Jabra "Engage Plus." This product was a first-to-market use of headset analytics, which helped agents adjust their behavior and improve call quality.

Head of Product - Contact Center Solutions

Fidelity Investments

In this role, I led two Agile product development teams in the creation and delivery of a new digital experience for customer account opening at Fidelity. The platform serves over 25 million B2C customers and is a key driver for capturing over $1 billion in new assets under management annually.

By leveraging Agile, "build-test-learn" and data-driven principles, we aimed to dramatically increase our customers' ability to self-serve digitally while reducing the volume of live, agent-supported customer contact by over 100k calls annually.  Our efforts led to the launch of multiple new products that received positive customer feedback, enabled Fidelity to capture new 401k business, and created fully end-to-end digital services that drove scale for Fidelity's business.

Director of Product Management - Digitization of Service

In this role, I helped lead the digital transformation of the Fidelity customer contact experience. In a short period, my team and I successfully built, tested, and scaled a new product launch from proof of concept to a platform servicing over 25,000 Fidelity customer service agents and over 1 million weekly customer contacts across voice, email, and chat channels.

My responsibilities included building and scaling the platform operations, internal and external customer support teams, and processes for this new product line. I grew a global team of 30 professionals who managed over 2,400 server instances and 7,000+ application instances and created hundreds of bespoke product solutions to scale the product to meet the unique needs of our business.

By leveraging a combination of Agile, ITSM, and ITIL methodologies, we developed tools, automation, and self-service portals that eliminated over 85% of customer contact with live agents and reduced platform and customer incidents by over 90% within the first 18 months of operation. This resulted in a significant improvement in customer experience and cost savings for Fidelity.

Head of Contact Center Support & Customer Success

In this role, I led a joint development effort with British Telecom (BT) to create a new telephony product for the global trading industry. The resulting system was commercialized by BT and achieved great success in the marketplace. 

By conducting detailed journey mapping and hundreds of customer interviews, we could define the requirements and outcomes our customers need. Our team developed hundreds of releases over 18 months, improving front-end user experience and back-end technologies. This led to the creation of a touchscreen-driven system that revolutionized trading at Fidelity by providing global connectivity and access across Fidelity’s 13 international trading floors. Additionally, the system protected Fidelity’s business with features such as automatic failover in the event of a disaster without dropping a call, all while handling billions of dollars in daily trading activity globally.

Director of Product - Trading Voice Systems

As a leader, I successfully drove the digitization and automation of a paper-based, 85,000-page-a-month accounts payable process from early problem framing and design work through the final delivery of a new digital invoice management platform. 

Our system eliminated manual processing, fully digitized the process, and automated financial controls and ETL functions with our Oracle AP system. Our efforts led to over $12M in yearly savings by identifying and eliminating overcharges, rate errors, and other inefficiencies. I was also responsible for the telecom procurement function of a $90M P&L and provided oversight of related contracts, negotiations, and SLAs with over 150 suppliers and vendors.  My team was able to leverage our new platform for automation of processing and controls, resulting in a streamlined and efficient process, reducing costs and improving overall performance.

Product Lead - Telecommunications Procurement & Expense Management

As Chief of Staff for a $500M, 1000+ person IT organization, I was critical in driving strategic initiatives and managing day-to-day operations for the executive team. I led cross-functional projects, developed and maintained relationships with key stakeholders across the company, and applied my expertise in product and portfolio management, data analytics, organizational planning and design, and enterprise communications to drive the organization's strategic initiatives successfully. Additionally, I played a significant role in the organization's annual budget and planning cycles, as well as implementing effective audits and controls to ensure the organization's successful performance and compliance with industry laws and regulations.

Chief Of Staff - Enterprise IT Executive Management

Hi, I’m Justin.  I’m a versatile and collaborative product leader with 12+ years of experience in high-growth SaaS and Enterprise environments.  I have proven success at every level of product development, from hands-on team leadership of new product launches to guiding product organizations through significant change. 

The hallmark of my product practice is a relentless pursuit of my customers' needs. I tirelessly advocate for aligning teams and organizations to deliver measurable value to our customers and our business.

I’m an expert at creating a shared vision of the future and articulating an easy-to-understand strategy for how we’ll get there.   Deeply experienced in dozens of tools & product frameworks, I have the experience and know-how of when to use them to maximize results. 

Today,  I’m focused on building the next generation of products & experiences that leverage machine learning and AI.  We are rethinking and re-inventing the way digital marketing gets done and seeking to accelerate the jobs of the digital marketer by 10-100x. 

Want to know more?  I’m always happy to connect.

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