Manager Management

Ryan Moran

**** ***** **** **., ***. *, Baltimore, MD 212**-***-*** 1752 ac3css@r.postjobfree.com CSM/CSPO I’d like the opportunity to work on challenging problems of scale with smart and decent people in a value driven environment.

Experience

Digital Services Expert/Product Manager/Owner U.S. Small Business Administration 02/2016 09/2017

● Constituted, recruited, hired, and led newly formed Office of Digital Services at the SBA

● Product owner for re engineering and re design of agency website, sba.gov (~15m users/~40m uniques per annum)

● Responsible for goal definition, strategy and product roadmap for sba.gov

● Delivered 3% YoY increase in sessions, 5% YoY increase in returning users, 7% decline in site wide bounce rate

● Initiated and led implementation of modern work management software, portfolio management, governance and change management processes to manage web re design, maintenance and agency web initiatives

Product Manager/Owner LegalZoom.com 2015 2016

● Managed product line that accounted for ~ 170m/45% in company wide revenue annually

● Implemented new product initiatives which account for ~ 35m/20% product line specific increase in incremental revenue YoY

● Instituted collaborative requirements definition and change management process on new projects w/ Legal, Creative, Acquisition, Analytics and Operational departments across the organization

● Responsible for DoD product and revenue management, as well new revenue generating product tests and initiatives

Project Manager/Business Analyst/Scrum Master/Product Owner LegalZoom.com 2013

2015

● Managed projects which accounted for ~ 50m/15% increase in incremental revenue year over year

● Collective projects affected functional experience for over 2m users/customers

● Program Leader/Trainer for Agile/Scrum org wide transition Sales Manager, Training LegalZoom.com 2012 2013

● Managed new hire and continuing training of ~200 Sales Reps, accounting for ~ 120m/30% in annual revenue

● Instituted training program which increased onboarding efficiency and retention of new hires by 70%

● Created entire suite of documentation, interactive web based articles, tests, exercises of ~ 1000 artifacts

Knowledge Manager, Shared Services LegalZoom.com 2011 2012

● Program Leader for Salesforce Implementation

● Led consolidation effort to reduce size of knowledge base by ~60%, from 3000+ web based articles to 1200+

● Based on improved architecture, content and focus, customer care 1st call resolution improved by 25%

Summary Management/Leadership

In the past, I have managed offshore, distributed, contractor based, operational/fulfillment, shared service, training and sales teams. Over the past 4 5 years my primary role has been that of a Business Analyst or Product Owner, in an agile environment, working to define product strategy with executive leadership, release planning with technical leadership, and leading implementation thereof with cross functional scrum and/or kanban based delivery teams. I have been a part of multiple company wide re orgs. I have experience recruiting, hiring, on boarding, training, managing, retaining and off boarding new and active employees. I have ample experience working directly with both C Level executives and front line employees. Summary Product & Project Management

I have served in a leadership capacity in 2 company wide Agile transitions. I am well versed in developing and defining product and customer lifecycles and feature/phase decomposition thereof. I have developed full product and program roadmaps based on organizational goals, KPIs, and corresponding constraints. Over the past 4 5 years, I have worked directly w/ UX Designers, Legal Team Members, Channel Marketing Managers, Operational Managers, Data Analysts, and researchers to implement both metric based and user centered design processes to define personas, journey maps and translation of those to phased requirements, A/B conversion test plans, channel marketing strategy, training, change management and implementation plans. I have experience as a Scrum Master, Business Analyst and Product Owner within the agile paradigm. I have my CSM & CSPO certifications.I understand and have experience crafting and presenting executive business cases based on revenue, volume, new user, cost, EDITDA, CAC, retention and other KPIs. I can run a meeting. Education

Bachelor of Science 2004 West Chester University

● Major: Political Science

● Minor: Film Studies

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