OnCall Air

This is a team of rockstars: from customer success to leadership! I was lucky enough to have helped the product go from the early ideation stages to the rapid growth phase. My job was to make sure the right things were built at the right time so that customers could continue increasing their sales volume and profitability. All that, while maintaining internal business goals.

Role: Managed full product lifecycle from idea to launch and growth 2017 - 2022.

How I did it:
> Established strong relationships with the customers that allowed me to discover their problems and get their feedback fast;
> Developed a solid understanding of business needs through regular meaningful interactions with stakeholders, vendors, and prospects;
> Structured the product release cycles to ensure that we deliver experiments, bug fixes, and enhancements every week;
> Collaboratd with the engineering, QA, and success teams to create an efficient and timely project flow through clear documentation, constant communication, and inclusive collaboration routine;
> Defined product performance benchmarks for opportunities, gaps, and actionable success stories.

Challenges => Actions => Learnings:
The biggest obstacle was the subject matter in the highly technical HVAC/R industry => many hours of listening to customers on 1:1, CAB meetings, sales, and onboarding calls made me empathetic to the deeply personal and functional user needs and allowed me to avoid dangerous assumptions. => prioritize unbiased listening over problem-solving in the initial stages of the product.