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Product Manager résumé example

Product Manager résumé example — mid level, written for United States, set in the Ribbon design
Product Manager résumé example, in the Ribbon design

A support lead turned product manager, with the pivot visible in the work: every launch traces back to a ticket queue.

Written for United States, at mid level, in the business field, shown in the Ribbon design. Every name, employer, address and number below is invented.

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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
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