San Jose State University

Product Manager with 6 years of experience working on both web and native applications.

Responsibilities:
● Created roadmaps that exposed long-term product goals both internally and externally.
● Worked closely with the executive team to develop products that align with overall business goals.
● Conducted rigorous research via surveys, user interviews, and analytics to determine user pain points and product opportunities.
● Worked closely with design to develop products that meet user needs.
● Translated those product requirements into actionable engineering tasks in the form of PRDs, diagrams, flowcharts, and user stories.
● Ensured that engineering delivers products in a timely fashion by managing the Agile development process of the team.
● Worked cross-team to ensure that products are well-supported by customer service, marketing, and other teams across the company.
● Established and tracked key performance indicators to validate that our products aligned correctly with business objectives.
Results:
● Brought a software product from 0 to 1m+ monthly users with diverse needs.
● Improved average NPS, one of the product's KPIs, from -12 to 54.
● Offered industry-leading software support of 10+ hardware products.

NZXT, Inc.

Product Manager

● Analyzed markets to determine opportunities
● Designed and conduct extensive user interviews to improve product-market fit
● Wrote clear and comprehensive PRDs
● Managed product schedules to deliver timely and well-supported products
● Developed and maintain a responsive and meaningful product roadmap
● Worked daily with design and engineering to deliver the best product for our users

forge.gg

● Investigated performance of the customer service flow via analytics and user research
● Delivered an actionable plan to customer service management to improve customer experience flow
● Presented the results of these plans to the executive team
● Worked with team to raise net promoter score and improve brand perception
● Provided coaching and feedback to both local and offshore customer service agents
● Designed training programs to instruct customer service agents in the support of new features
● Created help flows to both increase deflection and improve agent response time

Jeff Gorndt