Hi, I'm Bruce, an Innovative Product Experience Leader with over 15 years of experience across various industries! I'm driven by innovation, customer satisfaction, and tangible results. My approach blends empathy, creativity, and strategic vision, transforming ideas into success stories. Outside of the office, I'm an adventurer at heart, exploring the world, staying active, or hiking with my French Bulldog, Bijou.
Looking for the next exciting challenge, I'm eager to connect with organizations ready for growth and innovation.
Let's chat and see how I can contribute to your success!
January 2023 - August 2023
Active Data Quality Monitoring
Implemented strategic customer success initiatives, utilizing data-driven insights to enhance retention by 30% and product usage by 13%. Led a cross-functional team to launch new features, boosting user engagement by 20%. Further developed an onboarding program, reducing churn by 15%, and managed key accounts to increase customer satisfaction by 90% and LTV by 40%.
January 2022 - October 2022
Recovered Grocery Subscription Box
Led the launch of an On-Demand website and a complete redesign on BigCommerce, resulting in a 22% boost in customer reengagement and a 12% increase in subscriptions. Enhanced the design process by directing team sprints, improving efficiency by 35%, and created product roadmaps to align teams, increasing user experience by 21%.
July 2020 - October 2021
TRAVEL, HOSPITALITY & LIVE EVENTS MANAGEMENT
Joined Unity.Travel to lead a white-labeled software project (JusCollege 2017), overseeing B2B product lifecycle and customer journey redesign that boosted satisfaction by 31%. Managed initiatives generating over $2.5MM in 15 months, revamped mobile check-in systems to increase revenue by 22%, and collaborated on a marketplace redesign in React within 120 days.
March 2019 - July 2020
Health, Fitness & Supplements
As Director of Customer Experience and Product Manager at V Shred & Sculpt Nation, managed and enhanced a distributed support team of 75, improving efficiency by 30%. Implemented fraud detection, saving $350K, and reduced chargeback rate by 30%. Strategic content updates and marketing adjustments led to significant reductions in customer inquiries and emails, boosting conversion, AOV, and LTV, while cutting churn by 30%. Led complete redesign of e-commerce website in Laravel.
February 2014 - April 2018
TRAVEL, HOSPITALITY & LIVE EVENTS MANAGEMENT
At JusCollege, served as Director of Customer Experience, Principal Product Manager, and Community Manager, leading various initiatives. Directed marketing, customer experience, and web development for 100,000+ customers; managed a B2C e-commerce platform; and successfully launched white-labeled software (Unity.Travel), including a full system migration after an acquisition (April 2018). Led overseas Agile teams to surpass project goals, drove $35MM in revenue via innovative systems, and enhanced user satisfaction and organizational retention, while reducing operational costs by over 80%.
May 2008 - December 2011
Transportation & Logistics
Served as Assistant General Manager and Operations Manager in a mixed-fleet ground transportation company, managing 300+ employees and 150 vehicles. Contributed to $20MM in P&L, built key relationships, and streamlined operations by up to 75% efficiency improvement through technological innovation and SOP standardization. Launched new booking website (Ground Widgets) and call center software, achieving 26% enhancement in customer experience and 53% productivity boost. Maintained an 85% retention rate over 4 years through effective team leadership.
Location
Las Vegas, Nevada, U.S.A.
Time Zone
GMT-7 (Pacific Time)
Availability
Full-time, Consultant, Freelance & Contract
Details
Flexible (20+ hours/week)