Product Manager - Product Owner - Jira - Aglie - Customer Service

John W. Potok

linkedin.com/in/john-potok-*******

PRODUCT MANAGER

Accomplished, performance-driven leader with demonstrated experience in product management, marketing, customer service, and call center operations. Recognized for excellent communication, presentation, negotiation, and client relation skills, earning management’s trust and building productive relationships with internal and external partners. Experienced in analyzing market data to create new products, product enhancements, and marketing campaigns.

AREAS OF EXPERTISE

Product Management Project Management New Product Development Cross-Functional Team Leadership Vendor Management Card Services Management Website Production Team Collaboration Communication

PROFESSIONAL EXPERIENCE

M&T BANK, Remote May 2022 – April 2025

Product Owner Vice President

Collaborated with stakeholders and technical team to deliver changes to several commercial banking applications. Managed the backlog and created user stories for any interfaces to the commercial banking applications – including API usage for online applications.

Routinely presented updates to stakeholders through regular meetings (Agile Demos) and quarterly PI events.

Served as an active part of the Agile triad – setting priorities and scheduling work done during each sprint.

BANK OF AMERICA, Wilmington, DE March 2018 – October 2018

Product Owner Contractor

Member of the Agile team which was designing and building a new UI/UX interface for loan applications. Wrote user stories and managed the backlog for a scrum team.

Assigned work to developers and verifying output met the acceptance criteria.

FISERV, Remote January 2019 – March 2020

Product Owner

Served as an active member of the fraud and risk product team, managing launch and sprint process for bringing products and enhancements to market. Planned product strategy with management team to identify profitable opportunity areas then coordinated with the technical team through the sprint process.

Managed launch activities with marketing, training, documentation, and legal to bring products to market.

Implemented a One-Time Passcode function estimated to save 500+ clients substantial savings in potential fraud.

Worked in an Agile environment, writing user stories and creating acceptance criteria while using Jira and VersionOne to complete projects with local and offshore development teams.

As member of the Scrum team, coordinated launch activities from both technical and business perspectives – analyzed problems and created opportunities through clear and concise user stories.

AQUENT, Wilmington, DE March 2018 – October 2018

Product Owner Contractor

Managed projects for several lines of business (Including International banking and JP Morgan Securities to redesign the corporate website, from requirements, analysis, design, development, testing, to launch.

Served as main point of contact for the Securities division, bringing their products and services to the forefront of the website.

As member of the Scrum team, participated on daily stand-up meetings, wrote stories, and user testing results on UX projects.

John W. Potok Page 2

FISERV, Remote January 2011 – March 2017

Product Delivery Analyst Product Owner, 2014 – March 2017

Managed launch activities for new products and product enhancements to CardVision 2.0 and UChoose Rewards card-based program used by 500 financial institutions. Worked with vendors and internal groups to bring new products to market. Managed the relationships with three different vendors.

Delivered an API suite that created an interface for clients to allow single sign on, points transfer and points redemption that gave cardholders more options to interact with the rewards platform.

Worked with data management vendor as well as internal Fiserv teams, bringing enhanced analytics product to clients with estimated annual revenue of $10M.

Served as subject matter expert (SME) resource for UChoose Rewards and CardVision 2.0 programs, responding to questions regarding operational issues and functionality questions as primary point of contact for internal and external partners.

Product and Business Manager, Loyalty, 2012 – 2014

Managed UChoose Rewards product profit and loss (P&L), which generated $6.5M+ revenue in 2013. Directed product roadmap from a financial and technical perspective.

Guided relationships between Fiserv and several vendors, integrating vendor product lines into cohesive offer currently used by more than 400 financial institutions.

Managed technical process introducing comprehensive mobile application to clients, enabling client users to view both point earnings and redemptions in real-time.

Product Manager, Rewards, January 2011 – 2012

Maintained day-to-day operations of UChoose Rewards product and routinely created new functionality as part of 4-member team. Led project to re-build and relaunch UChoose Rewards website.

Improved UChoose Rewards end user satisfaction with program by working with vendor to create redemption options like in store pick up and e-certificates, which made redeeming points easier and, in many cases, immediate.

Presented “Rewarding Possibilities” on importance of creating a holistic approach to loyalty at annual Innovate Conference.

FIRST DATA, Remote February 2006 – February 2010

Director – Senior Marketing Consultant, 2008 – February 2010

Led internal teams, merchants, and marketers to launch Incentive to Action marketing programs. Served as Sales Consultant and assisted Product Owners with coordination and completion of product launch and new product development.

Worked with internal and external resources, implementing analytics engagements for financial services and merchant clients.

Developed Incentive to Action implementation guide in conjunction with vendors, business partners, and internal resources, enabling clients and other business units to follow and recreate process.

Product Manager, February 2006 – 2008

Created business cases for new products and upgrades to existing products, including debit rewards and a real-time XML interface between client systems and First Data applications. Recognized as rewards and loyalty debit expert. Produced collateral marketing materials for multiple products, such as brochures for internal sales staff, as well as materials for clients to provide to end users.

Increased profitability of clients’ average cardholder by contributing to corporate-wide debit initiative Penetration, Activation, and Usage which offered clients a blend of analytics, marketing, and enhanced customer experience.

Created unique rewards / loyalty debit programs for large number of financial institutions by consulting with clients, determining how rewards programs could enhance client profitability.

EDUCATION AND CERTIFICATION

Bachelor of Arts (BA), History - Rider University, Trenton, NJ

Certified in: Foundations, Focus, Build – Pragmatic Institute

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