• San Jose CA
Jerry Molitor

Jerry Molitor

Summary

As a strong team player and motivated individual, I'm looking to put my passion for excellence to good use.  I aim to improve the end-user experience by influencing the product early in the development process, whether it be via direction of customer/employee testing or streamlining and influencing the delivery schedule. My career has centered around collecting data and feedback from users, triaging the issues, working with customers to address the issues, and sharing that information with engineering, design, and marketing teams to improve the product. I have worked in both customer service and beta program management to fulfill this role. I am skilled at taking that user information and making it relevant and actionable.

Work History

Work History

Field Trials Program Manager (6 years, 6 months)

Oct 2009 - Mar 2016
TiVo, Inc
  • Managed multiple partner relationships simultaneously, including TiVo's largest international partnership from its inception
  • Managed Alpha & Beta testing for International and Domestic partner releases. 
  • Developed Alpha & Beta test plans to ensure at-home testing of all functionality.
  • Processed feedback from 300 to 500 customers across multiple projects via weekly release status dashboards to executives and core team.
  • Utilized my customer support background to further champion the customer experience and perspective in order to improve software/ hardware earlier in the development process.
  • Worked closely with Quality Assurance and Engineering teams to ensure they had sufficient information on product issues reported in alpha/beta, as well as to deliver a weekly list of known issues to trialists.
  • Identified & communicated potential Customer Support call drivers.  Worked with CS to prevent or reduce impact.
  • Interfaced with User Research and User Experience to help gather systematic customer feedback to inform future product development. Go-to person for providing realistic quality assessment of in-development software/hardware.

Customer Support Engineer (7 years 7 months)

Apr 2002 - Oct 2009
TiVo, Inc
  • CS Technical liaison with engineering during all phases of product development.
  • Prioritize and champion CS issues with engineering and executives, as well as monitor the impact of product releases. Ensure knowledge database and call center agents are updated with latest technical information.
  • Continued refining Customer Support Knowledge & Troubleshooting Database, including the addition of CableCARD information with the introduction of the Series III (HD) models.

Customer Support Rep, Level 2  (1 year 8 months) 

Sep 2000 - Apr 2002
TiVo, Inc
  • Level II technical and account specialist supporting earliest iterations of TiVo hardware/software platforms (Series I, Series II, & DirecTV models).
  • Helped refine CS Knowledge & Troubleshooting Database

Aviation Electricians Mate, 2nd Class (4 years)

1987 - 1991
United States Navy
  • Performed electrical diagnosis and repair of A-6E/KA-6D aircraft.  Stationed in Virginia Beach, served entire duration of first Gulf War (Desert Shield and Desert Storm).

Education

Education

Effective Communications Course

2009 - 2010
Dale Carnegie 

   

Associate of Science, Administration of Justice (4.0 GPA)

1991 - 1992
West Valley College