Nia Okonkwo — Product Manager, Billing
Chicago, IL
Product manager with four years on billing and subscription tooling, after three years running the support queue those tools kept breaking. Shipped the self-serve plan changes that now carry 71% of upgrades without a support agent touching them.
Experience
Product Manager, Billing, Trellisway Software · September 2022 – present
Owns billing, subscriptions and the self-serve upgrade path for 9,000 business customers.
- Shipped self-serve plan changes with proration, which now carry 71% of upgrades that used to need an agent and took billing tickets from 340 a month to 96.
- Rebuilt dunning around retry timing and in-app notices, recovering .4M of annual revenue previously written off to failed cards.
- Ran the discovery that killed a planned usage-based tier: 22 of 30 customer interviews said it made budgeting impossible, saving a two-quarter build.
- Writes the weekly release note that finance, support and sales all read; it replaced three separate status emails and a standing meeting.
Product Manager, Patient Billing, Fernhill Health · January 2021 – August 2022
- Launched itemized digital statements for 210,000 patients, cutting billing-explanation calls 44% in the first quarter.
- Sequenced a payment-plan feature ahead of a larger redesign after finding 38% of unpaid balances came from patients who had asked to pay over time.
- Started the weekly triage between billing, compliance and engineering that took average defect age from 26 days to 9.
Support Operations Lead, Fernhill Health · July 2018 – December 2020
- Sorted 14,000 tickets into nine root causes and took the top two to engineering; the fixes removed 31% of monthly contact volume.
- Scheduled and coached a nine-person queue, holding first response under 20 minutes through a year when volume doubled.
Education
- B.A. Communication · University of Illinois Urbana-Champaign · August 2014 – May 2018
Skills
- Product: Customer discovery, Roadmapping, Pricing and packaging, Spec writing, A/B testing
- Data: SQL, Amplitude, Looker, Funnel analysis, Cohort retention
- Domain: Subscription billing, Dunning and recovery, Payments, Healthcare revenue cycle
Certifications
- Certified Scrum Product Owner (CSPO) — Scrum Alliance
Why this Product Manager résumé works
- Launches are measured in the user’s and the business’s terms: self-serve plan changes now carry 71% of upgrades and billing tickets fell from 340 a month to 96.
- Revenue is named where it exists, .4M recovered by rebuilding dunning, which shows a billing product manager who owns money as well as features.
- Discovery is shown by what it stopped: 22 of 30 interviews killed a usage-based tier and saved a two-quarter build, a decision hiring managers rarely see on a résumé.
- The Support Operations Lead role at Fernhill Health is not hidden; sorting 14,000 tickets into nine root causes is early product work, and it explains the move into product.
Product Manager résumé: common questions
What should a product manager resume focus on?
Outcomes from things you shipped or decided: adoption, revenue, retention, support load or time saved, each tied to a launch. Show discovery (interviews, data) behind at least one decision, and keep tools and frameworks to a short skills section.
How to move into product management from customer support on a resume?
Keep the support role and write it around patterns you found and fixed with engineering, with ticket volumes and the share of contacts removed. Then show your first product role building directly on that domain knowledge.
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