Jan 2023 - Present

Product Manager | CCaaS | SaaS

Product Manager for the Numbers product in Talkdesk, one of the fastest growing CCaaS companies, named several times Leader in the Gartner® Magic Quadrant™ for CCaaS. Numbers is the product that allows customers to purchase and manage their phone numbers, the basis to allow them to receive and perform calls.

RESPONSIBILITIES

• Manage the product with a team of 4 Engineers, two QA and one Product Designer.
• Defining a vision for a product and creating the product roadmap.
• Aligning stakeholders around the vision for the product.
• Ruthless prioritization of product features to develop.
• Product discovery for new initiatives and market/user-triggered new features.

ACHIEVEMENTS

• Successful rollout of Numbers product for all Talkdesk users by defining a plan with cohorts and dates, as well as close monitoring and tracking.
• Understand all user usage data by implementing Pendo metrics in all Numbers and features and pages. Between others, we are able to know the percentage of users that start the purchase process and actually end it (+3% of conversion rate).

Tools I use: Jira, Lucidspark, Looker, Pendo and Salesforce.

Nov 2021 - Jan 2023

Product Business Operations | CCaaS | SaaS

Business Operations for all CCaaS product teams, in Talkdesk, one of the fastest growing CCaaS companies, named several times Leader in the Gartner® Magic Quadrant™ for CCaaS.

RESPONSIBILITIES

• Manage projects that touched multiple product and non-product teams.
• Lead the deprecation of the first large-scale product deprecation in Talkdesk.
• Create dashboards and reports of product adoption, usage, pipeline and ACV.

ACHIEVEMENTS

• I created, presented and executed the plan to End of Life / deprecate two products used for all users, more than 100k, by defining a cohort strategy, aligning dates with all stakeholders and working closely with the most important customers.
• I allowed the product team to get a more visual understanding of all adoption, usage and commercial metrics by creating multiple Looker and Salesforce dashboards, as well as regular reports that Looker would send automatically by email.

Tools I used: Looker, Pendo, Excel spreadsheet, Jira, Confluence, Asana and Salesforce.

Set 2019 - Oct 2021

Core Business Operations | IT Agile Delivery | Consultant

Consultant in Deloitte Portugal, in IT Consulting for the Financial Services area. Deloitte is a Big4 consulting company that works with the biggest names in the market. All projects I have worked on were in well-recognized international brands.

During my time at Deloitte, I was assigned to two big projects, and some smaller ones, integrating their cross-functional teams in the development of complex technological processes. Always using Scrum methodology.

RESPONSIBILITIES

• Requirements gathering by clearly defining what were the business needs.
• Write user stories, the acceptance criteria and work with engineering to solve all questions.
• Regular KPIs reporting (using advanced Excel with VBA and macros).
• Live product demonstrations to key stakeholders.
• Prepare high-detailed presentations for key stakeholders.
• Create Service Blueprints and BPMN to map the client's processes.

ACHIEVEMENTS

• Saved more than 2 hours of daily work for my team by automating a report that was delivered every day. The automation was done through VBA, with just one click and a couple of minutes the system would complete the report.
• Performed all live product demonstrations after the product go-live to all key business stakeholders. With my direct and easy-to-understand communication, the solution was well received and continues to be used.
• Successful go-live of a new core system for a key global insurance player by, as a team effort to always be willing to give the next step and deliver more value.

Tools I used: Service Now, Excel, Microsoft Teams, AIA Insurance, SQL and Microsoft SQL Server.

Apr 2019 - Ago 2019

Product Manager | Email & Marketing Automation | SaaS

Product Manager for the Email and Automation product in E-Goi, SaaS business in the Marketing Automation and Omnichannel industry. It is recognized as a big competitor of Mailchimp and others, especially in Latin America and South Europe markets.

RESPONSIBILITIES

• Manage the product with a team of 3 Engineers. QA and Product Designed were in shared services.
• Improve user-based improvements by creating a real-time system to filter and categorize user feedback.
• Stabilize the backlog of the product - started with over 500 items in Jira without any planning or prioritization.
• Defining a vision for a product and creating the product roadmap.
• Prioritization of features to develop.

ACHIEVEMENTS

• Added 28 user-based improvements in just two months by creating a data ETL system to filter and categorize user feedback.
• Stabilized the product backlog with less than 100 items in Jira to develop by clearly defining the needs of each item, validating duplicated ones and reaching out to customers and internal stakeholders to validate if old requests were still a need.

Tools I used: Jira, Fullstory, Pentaho Data Integration and SQL.