Product Owner Customer Service

JAMES BROWN

Product Manager/Owner

CONTACT

Address: **** ******* **, *********, ** 21239

Phone: 917- 715-7752

Email: **********@*****.***

LinkedIn: https://www.linkedin.com/in/james-brown-78a6aa

SKILLS

Systems Analytics using Excel and Business Intelligence (BI)

Competent user of management tools such as Jira, Azure and Rally, and utilization of these tools to provide business with status reports and Confluence documentation

QA and Testing Methodologies

Proficient with Scrum, Kanban and Confluence

Content Management (12 yrs. PeopleSoft, 2 yrs Wix)

Scrum and SAFe Framework knowledge and experience

Software Development Life Cycle (SDLC)

Product Owner and Product Manager that has extensive experience working with digital technical teams, web and mobile devices

Requirement Gathering

UI/UX Design Best Practices

Component Development (12 yrs in PeopleSoft, and 4 yrs UI/UX)

Experience in using Postman to test REST APIs

Dev/Op and CI/CD pipeline Product Owner experience

Mobile App Implementation (iOS and Android)

Strong communication and presentation skills

Client facing skills from working with Customer Service Representatives, as well as providers (MD, RN, NP, PA)

Experience in customer care through client Relationship Sustainment

Agile and Waterfall Project & Product Management

Extensive SQL experience which includes data manipulation

Development/Manage Epics, Features, and User Stories

PROFESSIONAL SUMMARY

Results-driven Product Manager and Product Owner with over 12 years of experience leading cross-functional teams to deliver innovative digital solutions across healthcare, insurance, and technology industries. Adept at managing product lifecycles from concept to launch, with expertise in both Agile and SAFe frameworks. Skilled in gathering requirements, defining product roadmaps, and optimizing user experiences for mobile and web platforms. Extensive experience in API integration, SQL data analysis, and leveraging business intelligence to drive informed decision-making. Proven track record of aligning business objectives with technical solutions, delivering products that enhance customer satisfaction and operational efficiency.

EXPERIENCE

Cigna - St Louis, MO Product Manager, 03/2023 to 02/2024

Responsible for capabilities of assigned portfolio products

Successfully launched Evernorth App, providing user-friendly access to comprehensive behavioral health solutions using API integration

Partnered successfully with system architects, reconfiguring processing infrastructure handling clients without social security numbers, documented this new state in Confluence

Increased Leveraged SQL queries extraction & analysis of data providing strategic insights supporting decision-making & product development initiatives

Orchestrated the entire product lifecycle as a Product Manager, overseeing three key products from epic creation to go-to-market strategy

Facilitated migration of clients’ data from an outdated legacy system to a modern platform, TruCare

Spearheaded modifications enabling client onboarding without Social Security Number as a requirement, this impacted all processing, an effort coordinated effort with the Sales Department to capture the market that Cigna was losing

Communicated with leadership about product increments at each sprint's end, capturing feedback & constructing backlog stories

Managed product plans coordinated timelines with stakeholders, and maintained JIRA effectively

Directed Evernorth App development, connecting clients to relevant mental health resources

Participated in customer meetings, collecting feedback on product vision and UX concepts

Developed extensive product backlog with epics, user stories, criteria for new functions

Collaborated with tech resources to align team goals with business needs per product, and document the team’s progress

Successfully led UAT team through recent TruCare implementation release process

Worked with mental healthcare providers in an effort to construct a program to assist patients diagnosed with cancer from a mental support perspective, alongside their physical treatments

Participated in two Program Increment (PI) while at Evernorth.

Crafted Lean Business cases that were documented in Jira Confluence.

Cirrus Labs – Atlanta, GA Agile Product Owner, 04/2022 to 12/2022

Oversaw four team complete 20-40 JIRA tickets per bi-weekly sprint

Executed Technical Product Owner role for four scrum teams, managing story writing, task delegation, daily meetings, User Acceptance Testing, and implementation

Partnered with a skilled design team to create innovative interactive mockups adhering to UI/UX standards, resulting in a significant boost in user engagement

Did planning, development, testing, and deployment JIRA

Used CI/CD methodology for software release

Managed 'Turn Around Time' and routing for Anthem Care Management Platform (ACMP) across teams

The ACMP system interfaced with providers (MD, RN, Technicians)

Fostered collaboration with other scrum teams to facilitate new market entries

Contributed significantly towards three Release Train planning sessions, Program Increment (PI)

Successfully launched several innovative new market entries per month

Used floe diagrams that I helped created in our JAD sessions.

Cognizant – Los Angeles, CA Agile Product Owner, 11/2021 to 03/2022

Assigned client was Premera

Launched augmented B2B products via coordination with marketing, product, and field teams

Nurtured a 12-member Martini scrum team as PO both onshore and offshore

Strengthened back-end development via strategic collaboration with IT teams for complete integration testing, efficient production code release, and detailed post-implementation verification

Participated in Agile ceremonies including Daily Stand-up meetings, Scrum sessions, PO Sync discussions, Retrospect reviews, Product Demo presentations, and PI Planning events

Cultivated a user-friendly product experience by defining its innovative value proposition and competitive market strategy in collaboration with the product marketing team

Supervised directly as Technical Product Owner for the PDMS (Product Data Management System) team at Premera Blue Cross, enhancing product development and marketing strategies

Realized an ambitious quarterly roadmap featuring significant UX features; achieved second-highest completion rate within PI planning process

Led construction of web-based mobile applications that enhanced user-centric functions while reducing customer call-in costs

Achieved project scopes, budgets, deliverables, and milestones with strategy, UX design, development teams

Assessed client needs, identified new product opportunities, and fostered revenue strategies

Mediated team interfaces interacting extensively with the claim area within our domain.

Humana – Franklin, TN Product Owner, 03/2021 to 11/2021

Innovated significantly in the development of features, including developer experience automation, API enhancements, and machine learning engineering

Expedited successful utilization of the Coveo (an ML/AI NLP product) Unified Search project by customer service representatives through CRM infrastructure modification

Maintained a prioritized product backlog with suitably sized epics, features, and stories

Collaborated with internal/external customers to prioritize product development requests

Integrated AI with semantic search technology for ranking documents in customer service

Aligned architect and engineer visions with customer requests into roadmap milestones

Led successful analytics implementation for Coveo Unified Search project features

Contributed significantly to an AI project, ensuring value delivery across teams

Worked closely with development teams to address concerns during sprints swiftly

Engaged with customers on product adaptation, collecting crucial feedback

Strengthened data governance policies of Coveo produced accurate data

Documented key platform functionality as a Technical Product Owner

Facilitated interaction between Coveo and Salesforce LMS.

Agile Product Owner – Mobile and Web, 06/2019 to 02/2021

Blue Cross Blue Shield Association - Washington, D. C.

Mobilized devices to support 80% web functionality using APIs and microservices

Propelled a comprehensive web platform that granted over 3,000,000 members seamless access to their benefits, claim status, and third-party sponsored perks

Engineered Web and Mobile enhancements with new features, functionalities, and defect fixes

Worked with cross functional team on Accessibility/508 compliance for the visually impaired

Strictly adhered to 'Scale Agile Framework' (SAFe) best practices in product management

Implemented IBM Watson (an ML/AI NLP product) effectively to aid in member policy selection process evaluation

Utilized APIs, SSO, & microservices to efficiently interface with third-party providers

Collaborated with developers to create intuitive UI/UX designs for Web and Mobile Apps

Collaborated with Architects and external teams to develop concepts to the epic stage

Managed team backlog including grooming, prioritizing, and refining tasks effectively

Work with third parties to provide value-based care, for example, 1. a tobacco cessation program, 2. a prenatal care program, 3. A gym membership program

Strategically implemented MVP concept to speed up product development and cut costs

Orchestrated effective product implementation through 'Release Train Engineer' role

Negotiated successful collaboration with CVS Pharmacy enabling in-store purchases

Meticulously tracked artifacts using Rally and Jira during development stages

Enabled clients' easy access to claims information via web or mobile devices

Participated actively in submitting requests to the Change Management team

Managed effective progression of User Stories by the Development team

Provided detailed benefits info and third party's functional services

Achieved successful implementation of six large-scale Epics swiftly

Led Agile teams, coordinating work efforts seamlessly, and this included working with the Marketing and Sales Depart in preparing their presentations of ne features for an annual convention.

Agile BA Product Owner, 12/2018 to 04/2019

OSI Digital - Seattle

Engineered a cutting-edge web portal using microservices, enhancing the backend Human Resource and Payroll system for over 6,000 customers

Coordinated effectively with 40 offshore and 10 onshore staff for project execution

Used Azure Dev/Op methodology

Applied robust analytical skills, knowledge, and research techniques to identify significant gaps within current measurement tools, ensuring overall consistency

Collaborated with clients, offshore tech resources, and UX/UI designers to define system needs

Utilized Azure for creating, reviewing Agile User Stories and tracking project progress

Revamped the front-end web portal to deliver a modernized user experience

Leveraged SQL expertise to validate database information effectively

The process and enhancing team productivity.

Agile BA Consultant, 08/2018 to 10/2018

Northern Trust - Chicago

Reviewed and refined over 10 User Stories weekly with the development team

Cultivated detailed, comprehensive user stories, acceptance criteria, insightful screen mock-ups, and flow diagrams to streamline effective solution implementation

Guaranteed enhanced processes and services met technical, operational, and legal standards through comprehensive business requirements analysis

Managed development, coordination, and execution of methods for multiple complex projects

Boosted risk mitigation methods and improved process efficiencies per regulations

Deployed Postman tool for efficient, comprehensive testing of REST APIs.

BA And Oracle Cloud Tester, 04/2017 to 05/2018

Health Care Services Corp (HCSC) - Chicago

Processed 20 monthly Chart of Account modifications, boosting financial accuracy by 30%

Leveraged Service Now for efficient ticket monitoring, enhancing response time by 20%

Supported efficiently over 15 monthly close processes while diligently generating approximately 25 General Ledger scripts for thorough testing procedures

Translated user needs into functional specs, focusing on using existing features with minimal customization

Shared project updates and flagged potential issues to users, team members, and project manager

Monitored and consistently supported nine monthly interface jobs involving third-party vendors and mainframe systems, ensuring smooth data exchange

Conducted rigorous testing on six inbound and outbound interfaces from in-house teams as well as third parties to ensure optimal performance

Participated in migrating General Ledger to Oracle Cloud, improving efficiency by reducing tasks

Utilized SQL queries to validate generated reports for accuracy and completeness.

ERP/Peoplesoft BA, 03/2016 to 12/2016

Health Care Services Corp (HCSC) - Chicago

Trained 15 team members on a new Trintech tool, significantly enhancing productivity

Managed 3,000+ RFP queries efficiently via strategic distillation and coordination

Spearheaded numerous high-priority initiatives at Blue Cross & Blue Shield, significantly impacting business processes and financials across five states

Consulted the PMO team, identified and initiated process improvements within supported areas of the firm, enhancing overall operational efficiency

Oversaw meticulous collection and compilation of structural data required for system implementation, ensuring accuracy through SQL verification

Implemented project proposals after managerial review; ensured comprehensive documentation and training for users on new processes

Facilitated communication by coordinating weekly meetings across five work groups, promoting effective information distribution

Assisted in integrating PeopleSoft GL with data lake for efficient data management.

Peoplesoft HCM Business Analyst, 09/2015 to 01/2016

Fannie Mae - Washington, D.C.

Successfully entered and tested over 150 test cases using the HP-ALM tool

Leveraged extensive PeopleSoft knowledge to analyze business needs, resulting in the creation of detailed business requirements and validation of effective solutions

Authored eight comprehensive ad hoc queries for crucial analytical purposes while actively participating in two rigorous versions of Parallel Acceptance Testing

Collaborated closely with functional support resources to make solution recommendations that ensured all user requirements were met effectively

Developed comprehensive test cases and scripts, thereby facilitating thorough system testing, integration testing, and user acceptance testing

Led teams in managing business processes during testing and operational stages

Utilized SQL expertise for verifying and troubleshooting test results.

Peoplesoft HCM Business Analyst, 09/2014 to 07/2015

Citizens Bank - Smithfield

Evaluated 107 interfaces including insurance, third-party entities in a fit/gap analysis

Engineered and executed SQL extraction meticulously for payroll conversion, enabling ADP's successful acquisition of the complex payroll system of the separated entity

Executed critical configuration changes for the Talent Acquisition Module (TAM) and Candidate Gateway module, significantly enhancing overall system efficiency

Mobilized active participation in requirement meetings for smooth total separation effort

Used SQL to extract database info, supplying crucial data for ADP's efficient operations

Collaborated with users and technical teams to develop five functional/technical.

Lead HCM Functional Tester/Analyst, 09/2013 to 09/2014

Hartford Healthcare - Hartford

Designed a comprehensive, client-specific Test Plan template based on the rigorous IEEE-829 standard, significantly improving test accuracy and reliability

Guided team in thorough testing of newly implemented retirement plans including 401(k), 403(b), and 501(c(3)), ensuring seamless integration

Supervised thorough testing and analysis for successful PeopleSoft 9.1 implementation

Influenced clients to adopt PeopleSoft Test Framework for improved efficiency

Mastered the elimination of all critical defects prior to go-live.

Peoplesoft HCM Functional Analyst, 01/2012 to 08/2013

Hilton Worldwide - Memphis

Learned and performed daily Taleo data loads for users

For about 9 months provided Legal required data regarding personnel hired at Hilton luxury brands

Routinely provided vendors of the 401K program with the required extracted data.

Peoplesoft HCM Functional Analyst, 09/2011 to 12/2011

MTA (Metropolitan Transit Authority) - New York

Analyzed and tested Retro Benefits along with Payroll verification, Medicare B Reimbursement, Benefits Vendor Reconciliation, Benefit Billing

Business Analyst, 03/2011 to 08/2011

US Courts - Washington, D.C.

Tested various HRMIS modules for verification of an Informix to Oracle database migration.

PeopleSoft Analyst, 01/2010 to 03/2011

IPPS A Integrated Personnel and Pay System Army - Alexandria

Provided leadership and advisory expertise for best practices in the Test & Evaluation area, with some oversight into the Acquisition and Training arenas. This was the Army payroll system.

Peoplesoft Auditor, 10/2009 to 01/2010

Defense Integrated Military Human Resource System - Alexandria

Preformed assessments and provided recommendations for delivered testing artifacts for the Army payroll system.

Peoplesoft Analyst Tester, 09/2008 to 08/2009

Defense Integrated Military Human Resource System - New Orleans

Reviewed technical and functional documentation as the basis for identifying appropriate test approaches

Created test result documents and executed test plans, test scripts, and data validation activities.

EDUCATION & CERTIFICATION

Completed coursework towards MBA degree, May 1981

Kent State University

Completed coursework towards BS, Mathematics degree, May 1973

Morgan State University

CSM - active

Certified Scrum Master

WEBSITE, PORTFOLIO AND PROFILES

https://www.linkedin.com/in/james-brown-78a6aa

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