Senior Product/Program Management

ANDREW L. HINES, MBA, MCPM Milton, GA **********@*****.*** 770-***-****

www.linkedin.com/in/andrew-hines2/

CUSTOMER-FOCUSED TECHNOLOGY EXECUTIVE

Product Delivery Program Leadership Continuous Improvement Transformation Leadership

Executive Summary

Product development/program management executive with widespread success leading cross-functional teams in delivery of leading-edge IoT/wireless/mobile solutions for global enterprise customers in deadline-sensitive environments. Guides and grows market share and revenues through hands-on product strategy and delivery-focused program management.

Product innovator who identifies emerging trends and market gaps in highly competitive markets. Vast experience driving development cycle for groundbreaking, commercially viable products, and services. Leverages agile and waterfall methods and continuous improvement initiatives to refine processes and enhance efficiencies.

Charismatic leader of engineering, operations, PMO, and account management teams; maximizes individual talent to achieve organizational goals and drive rapid go-to-market execution and seamless partner integration leveraging industry and technology trends. Recruited multiple times to regain control of difficult programs, strategic initiatives, and delivery beyond client expectations.

Notable Achievements

Built PMO office and led 20-person team in delivery of critical initiatives to ensure successful product launch for Canada's largest wireless operator, driving 23% process improvement through better backlog management and story/spec definition using JIRA and Smartsheets.

Improved customer relations by delivering new, strategic services and features to better meet customer needs, generating additional $50M in revenues for company's wireless prepaid product line, 20% better than targeted goal.

Rebuilt customer trust by effectively addressing conflicts and ensuring honest, clear communication, transforming customer into company's most profitable wireless partner; grew account from 200K subscribers to 7.5M in 30 months by positioning new and existing products and features for optimum market penetration.

Led growth of new machine-to-machine (M2M) space, boosted EBITDA from $400M to $1.4B within 22 months, and achieved record profitability for company's wholesale department by developing and launching market-leading new wireless products and services with higher ARPU.

Areas of Expertise

Program/Project Management Product Development New Product Launch P&L Process Re-Engineering KPIs/Performance Benchmarking Budgeting QA/UAT Change Management API Management Financial Modeling & Forecasting CRM Cross-Functional Team Leadership Agile / Scrum Waterfall MVNO Support Cloud Services/SaaS Wireless IoT M2M Mobile Wireless SDLC Digital Transformation Customer Engagement Problem Solving

Career History

Alcue, Inc. Alpharetta, GA

BUSINESS STRATEGY AND DEVELOPMENT August 2019–July 2020

Oversaw strategies and processes for new business development in early childhood education that directly drive revenue growth and demonstrate value proposition in the market.

Worked with leadership teams to develop a growth strategy, including market launch and go-to-market plans. Build greater momentum behind prospecting, pitching, and selling services to new clients.

Independently owned new client engagements from initial outreach through to proposal, with support from Strategy and Research as needed.

Maintained a strong understanding of industry changes and how needs are evolving to be the voice of the client for our internal teams.

Developed a network of key, strategic relationships, and awareness to extend the reach and impact in the market.

Maintained an ongoing pipeline of new business prospects. Grew strategic relationships with profitable and smart businesses.

Cisco_Jasper Alpharetta, GA

DIRECTOR OF PROGRAM, SERVICE DELIVERY 2016–February 2019

$135M provider of cloud-based IoT solutions to global markets. Jasper Wireless purchased by Cisco in 2016.

Recruited to lead matrix team of 37 service delivery, QA, engineering, product development, and customer staff in ensuring delivery of client projects according to contract requirements. Managed budget of $1.1M. Defined program standards, processes, and workflows, ensures accountability, tracks metrics, and directs initiatives to improve operational efficiencies, product quality, and customer satisfaction.

Named to spearhead creation of PMO office and lead critical initiatives to ensure successful product launch for largest wireless services provider in Canada; redefined customer delivery workflows and processes to increase accountability, repeatability, and quality, driving 23% improvement in delivery time.

Assumed control of product delivery after VP in charge left company; analyzed customer requirements, identified MVP, aligned with internal resources, developed new delivery schedule, and gained customer buy-in for MVP and delivery date while scheduling complete delivery in additional phases.

Optimized profitability by rolling out 97% of new product features/services within a 3-week sprint cadence through better planning, story/spec definition and backlog management using JIRA, Confluence, and Smartsheets.

Managed large cross-functional teams to delivery customer system integration (SI) in the following domains: Value Added Services, Voice Core, Packet Core, IoT - Jasper Wireless Control Center, Regulatory, Device testing, and Security.

Worked with the SLT and cross-functional project teams in the formulation of plans and activities that supported change management, transformation initiatives and global processes for tracking and monitoring programs and data center expansions.

Jasper Wireless Alpharetta, GA

DIRECTOR OF PRODUCT MANAGEMENT 2014–2016

Brought onboard to regain key customer trust after poor communication and delivery. Managed team of 4 and $1.5MK budget in directing overall product roadmap. Managed relationships with key accounts; worked with customers to define desired services and features; collaborated with engineering, QA, and sales teams to ensure best customer experience.

Recaptured trust of major account in company's ability to deliver by working at customer site to clarify expectations, improve communications, and boost collaboration in product specifications, resulting in customer growth from 200K subscriptions to 7.5M in 30 months, and making account Jasper's most profitable.

Captured additional $50M in sales for wireless prepaid product line, beating target by 20%.

Increased monthly revenues from $200K to $5M in 30 months by accelerating time-to-market for new products and features.

Managed concept-to-launch of IoT managed services / API product solutions and provided recommendations on the build, buy, or partner-strategies based on time to market and level of effort. Validated and identified new use cases using Google Analytics.

Worked cross-functionally with internal teams and partners/clients to build, manage, and oversee the execution of proof of concept/beta testing, define KPIs, while driving product requirements, epics/user stories, roadmaps, and timelines.

Directed the creation of product launch plans and ensured supporting product documentation existed, such as accurate sales collateral, product functionality guides, implementation support documentation, etc.

Verizon Wireless Alpharetta, GA

ASSOCIATE DIRECTOR OF PRODUCT MANAGEMENT 2008–2014

Largest provider of wireless telecommunications services in US with $91.7B in wireless revenues and over 100K employees.

Hired to direct new Machine-to-Machine (M2M) group in developing and launching new products and services for Wireless Wholesale business unit, leading team of 10 product development staff, project managers, and IT managers in developing a multi-year product/service roadmap to support MVNO and reseller clients.

Owned product Design Specifications (PDS), Product Issues, and Product Management Process and product lifecycle.

Developed a deep understanding of the business objectives of internal and external stakeholders; evangelized the product vision and built trust by maintaining an accurate and achievable roadmap.

Completed Project Management Masters certification and applied Agile methods to improve workflow/launch alignment, reducing product cycle time by 27%.

Boosted customer satisfaction score/NPS 33% by communicating with client earlier in product delivery cycle to better understand client needs and align delivery processes accordingly.

Rationalized customer base to eliminate small, unprofitable accounts and focus resources on profitable ones, driving revenue to $1.4B/year within 22 months, providing better customer service, and achieving record margins through higher ARPU products.

AT&T Atlanta, GA

SENIOR MANAGER OF DATA CENTER DEVELOPMENT 2006–2008

Largest telecommunications services provider in world and 2nd-largest provider of wireless services in US.

Promoted to lead build and operation of new national data center with team of 27 including IP engineers and security architect; managed $125M budget. Focused on reducing employee turnover and stabilizing work environment.

Managed the execution of the installation, consolidation, and decommissioning phases of devices within 6 data centers.

Key member in supporting the contract negotiation with Apple, leading AT&T into new wireless device market, and driving $3B in revenue.

Recruited and trained engineering team to build IP network to support launch of original Apple iPhone, while boosting staff retention to highest level ever for engineering function.

Reduced vendor costs by $10M over a two-year period by strategically renegotiating vendor contracts.

Cingular Wireless Atlanta, GA

SENIOR MANAGER OF PRODUCT MANAGEMENT CENTER & CUSTOMER EXPERIENCE 2004–2006

Wireless services provider bought by AT&T in 2004.

Designed and led implementation of strategic business and consumer solutions and directed wireless data training for telecommunications company now incorporated into AT&T. Managed 125-person division testing and validating complex, newly launched services and providing technical customer support.

Reduced customer support interactions 29% by improving support function; implemented online help desk, ticketing submission program, internal lab, validation program, and content-rich knowledge base, and enhanced support staff training.

Improved overall customer experience by forming technically skilled, customer-facing support team prepared to help business and consumer clients deal with growing complexity of wireless devices and applications.

Education

Masters Certification, Project Management (MCPM), Villanova University, Villanova, PA

Master of Business Administration (MBA), Pfeiffer University, Misenheimer, NC

Executive Business and Product Management Strategy Studies, Haas School of Business, University of California, Berkeley, CA

Bachelor of Science, Electrical and Electronics Engineering (BSEE), University of North Carolina, Charlotte, NC

Certified SCRUM Master, VMEdu, Atlanta, GA

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