M. Watson Mulkey

• Improved user engagement by 32% YoY for on Discovery's flagship product (1M+ MAU) . 
• Actively manage a product roadmap and strategy to meet both corporate objectives and KPIs.
• Lead a team of 4-7 (design, dev, QA) and manage several large projects of 20+ people across 5 different teams.   
• Identifying and creating personas for high-value actions and users. 
• Partnering with data team for A/B testing and developing data/reporting pipelines for key user flows.
• Create and deliver monthly presentations on data trends, A/B progress results, usage metrics.  
• Working with Product Marketing to develop strategies for increased new feature visibility for sales and other client facing teams. 

• Brought in to help Bookshop.org manage growing pains after a year of tremendous growth.
• Training an internally selected employee to be a product manager.  
• Helping refine and validate short and long term product strategy for global business units through data-driven decision making.
• Sourced and set up software for internal documentation and agile ceremonies.   
• Helping create and shape and manage the first company roadmap. 
• Create product processes and agile ceremonies that allow for a globally distributed development team to work asynchronously.
• Establishing cross-functional product relations with new and existing business units.
• Explaining agile, developmental, and PM concepts to a company of less technical users. 
• Documenting all of the work and helping create an internal, company-wide data and process resource.  

• Top-to-bottom re-shaping of the company's philosophy and approach towards user focused and Lean Product Management.
• Created efficiency gains of 50% for core app experience.
• Identified and instituted changes to the SDLC that improved velocity and reduced bugs.
• Systematized and establish metrics for client feedback, feature planning, road-mapping, bug tracking, and client segmentation.
• Built and maintained a multi-product roadmap.
• Conducted user interviews around user experience, feature exploration, and feature acceptance testing. 
• Systematized and process client feedback from multiple channels into roadmap features. 
• Groomed and maintain a parking lot of features that allows for pivoting into multiple different marketing opportunities.     
• Researched around market opportunities and competitive analysis. 
• Created and execute on high-level release planning for new features. 
• Created sales enablement content through feature demos, sales scripts, and feature development insights
 • Created client facing release content including FAQs, and in-app feature announcements and usage guides.  
• Cross functional work with executive team, sales, and marketing, 
• Created a #producttalk slack channel where I post insights and explanations in the PM process in order to educate less technical teammates informed about the product direction and process.
• Maintained both internal and external release notes. 
• "Other duties as assigned" writing marketing copy, blog posts, creating videos, presentations etc. 

•Connect with end-users to ensure market needs are deeply understood and communicate those needs
to development.
• Develop and maintain multi-year product roadmap with an emphasis on functional needs. Identifying
key functional features and development priority, and working directly with development teams to
incorporate recommendations into product releases.
• Work cross-functionally with development , sales organizations, and the customer, interface with them
frequently, and serve as the connective tissue between those groups.
• Participate in development team, QA, acceptance testing, and product reviews. Provide guidance and
insight into critical, high level test scenarios, and serve as one of several approvers for formal release
readiness sign off.
• Serve as the product SME and actively participate in associated industry groups, conferences, etc. to
remain fresh within the subject domain.
• Prioritizing user experience and being the primary user advocate to development.
• Establish and lead customer advisory groups, as well as piloting design partner process.
• Assist sales and operations with prospecting activities (discovery, assessments, RFP’s, scoping, etc.)
conducting product demos for existing and prospective clients.
• Work with marketing and internal executives to develop associated product collateral and messaging.
• Lead contracting and work negotiations with 3rd party vendors and contractors.
• Create Product Roadmap vision documents to communicate product direction for internal
stakeholders.

• Total ownership of all Newline customer support functions. Reduced Mean Time to Resolve by 40.7% across all issues ranging from password resetting to internal/external tooling questions Lead cross-functional support team responsible for identifying and defining student challenges and implementing solutions.
• Manage technical challenges for hundreds of students and staff, including password resetting, coding challenges, software bugs, and internal and external tooling questions.
• Create internal and external support documents in anticipation of and in response to customer and staff challenges. 
• Communicate software changes weekly; follow-up with staff and on closed bugs and issues. 
• Identify and catalogue software and curriculum bugs and relay information to relevant teams and stakeholders.
• Coordinate with Product and Academics teams to make sure bugs are addressed and fixes are implemented.