Scrum Master Product Manager

Louise Gruenberg, MAED, MLIS, MIAKM/UXD

Address: OAK PARK, IL Mobile: 708-***-****

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

Versatile Digital Product Owner/Manager

Strategic Innovator Product Manager for User Experience Accessibility & Usability

Professional Skills: Applying design thinking & agile methodologies to the product development lifecycle in support of digital transformation initiatives.

Leadership & Development: Excel at building relationships & managing cross-functional teams using Agile & Lean UX approaches that include mentoring team members in UX.

Management: Proven capacity to manage multiple digital projects from participatory requirements gathering through launch.

Communication: Adept at translating technical requirement into understandable concepts to bring stakeholders into alignment.

Tools & Systems: Content management, web services, HTML. Tools used include MS Office, Asana, Axure, Confluence, Drupal, Figma, Google Analytics, JAWS, Lucidchart, Jira, Rally, Slack, Survey Monkey & Teams

PROFESSIONAL EXPERIENCE

CVS Health, Woonsocket RI

Digital Accessibility Product Owner (Contract) 8/2021 - 11/2022

Accessibility product owner of the retail shopper experience on cvs.com on Android, iOS, mWeb & Web. Managed workflows to comply with WCAG 2.1 AA.

Provided leadership to 4 cross-functional trains with 20 front end scrum teams, including off-shore and blended teams, using SAFe Agile.

Assessed business and technical requirements to develop the product roadmap for new and enhanced features.

Wrote epics and user stories for end-to-end user journeys to guide the team’s work.

In partnership with the scrum master, co-managed product refinement (backlog grooming) sessions.

Lead sprint planning (PI Planning) on a quarterly basis to establish the product roadmap.

Project examples: Developed accessible modules for Contentful CMS including carousels, buy again, trending now and more; developed search functionalities including recent searches, TypeAhead suggestions and others.

Tukaiz Marketing, Franklin Park, IL

Digital Product Manager 1/2019 - 6/2021

Product owner of a B2B SAAS/SAAP/CAAS ecommerce application in an Agile development environment.

Provided leadership for product development; envisioned product strategies to improve platform usability, design consistency, accessibility, & workflows.

Managed the product backlog and grooming sessions.

Used data analysis, business analysis and competitive intelligence to guide strategic thinking.

Collaborated with Business Analysts to strategize process and UI changes to improve Customer Relationship Management (CRM).

Wrote strategies for process improvements for the shopping cart, checkout and other functionalities.

Produced wireframes for all strategies to guide the devs during development.

Collaborated with Quality Assurance to translate strategies for automated ticketing & test scripts in Jira.

Developed & maintained the first product style guide & other documentation in Confluence to provide guidance to the developers that would expedite their productivity.

American Library Association, Chicago, IL

Senior Usability Officer (Digital UX Product Manager) 9/2008 - 6/2018

10 years providing UX leadership, web product & project management in a national association.

“Sold” the user experience story across every level from Customer Service to the C-suite and Board.

Established personalization for logged in users; responsible for the global user experience of our members & customers on desktop, mobile & tablet devices.

Identified issues, designed & implemented quantitative & qualitative research studies & recommended data-driven changes to enhance the user experience and improve digital marketing.

Motivated direct reports, cross-functional staff teams & member-volunteer content managers.

Defined critical analytics; used metrics from Google Analytics to reorganize the most popular topical pages on the site, which reduced requests for information by 90%.

Managed a cross-functional team to implement a new Drupal ecommerce membership portal for joins, renewals & donations. Donations increased to $104 for every $1 the old system took in.

Produced standards, personas, customer journey maps, workflows, site navigation schemas, wireframes & other deliverables to communicate to stakeholders & to guide developers.

Cultivated relationships with senior staff & member leaders; convened an internal working group that developed governance strategies & promoted best practices for websites.

Crafted RFPs; was project lead for the development & implementation of content management systems, websites, taxonomies, information architecture & search engine optimization for multiple site migrations & responsive redesigns.

Managed the teams that produced Drupal web projects; interviewed stakeholders to improve products & processes; shared metrics & managed vendors to drive organizational success.

Completed a heuristics analysis of existing forms & ecommerce platforms, leading to accessibility changes to comply with Section 508 (national standard) & WCAG 2.0 AA.

American Library Association, Chicago, IL

E-Learning Instructional Designer 1/2006 - 9/2008

Project manager for the rollouts of software applications; structured sites & developed technical

training for the ALA intranet, knowledge management system, Outlook email, iMIS AMS, an online members-only community & five website content management systems (CMS).

Developed technical documentation, instructional materials, in-person and online training for five content management systems.

Implemented an ongoing assessment of Help Desk requests to evaluate staff training needs; developed email tech tip program that reduced service calls in areas addressed by 50 to 90%.

EARLIER CAREER

Answers Research & Communications Services, Oak Park, IL

Web Consultant 1/2003 - 12/2005

Provided consulting services for clients in online research & communications, including content strategy, information architecture, usability, user research & instructional design. Deliverables included usability analyses, research reports with recommendations, wireframes, interface & interaction designs.

The Network, Inc., Norcross, GA for Sears Roebuck & Company, Hoffman Estates, IL

Communications & Training Program Manager (Contract) 6/2002 - 5/2003

As the national program manager, oversaw a training program consisting of management level communications & print, intranet & interactive online employee awareness materials on safety & loss prevention & served as the creative lead on the account.

EDUCATION

MS, INFORMATION ARCHITECTURE & KNOWLEDGE MANAGEMENT, spec. in USER EXPERIENCE DESIGN — Kent State University, Kent, Ohio, December 2015

MS, LIBRARY & INFORMATION SCIENCE — University of Illinois at Urbana-Champaign, May 2002

MASTER OF ADULT EDUCATION — National-Louis University, Evanston, Illinois, June 1992

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