Lindsey Rapose - Senior Producer, Firstup

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Work Background

FirstupSenior Product Manager

Aug. 2021 - Nov. 2023San Francisco Bay AreaEstablished in 2021 through the merger of Social Chorus and Dynamic Signal, Firstup has gained recognition as an enterprise B2B SaaS product for its innovative platform, which facilitates effective interactions between organizations and their workforce. Firstup's solutions have found widespread utilization by a variety of organizations, making it the leader in the industry. ▸ Drove the conceptualization and execution of an advanced permissions system, resulting in a notable 50% surge in adoption rates. Collaborated with prominent Fortune 100 clients to facilitate user feedback sessions, strategically uncovering latent pain points and fundamental requirements essential for customer success. ▸ Launched 2 LLM-based AI features, and played a pivotal role as a founding member of the inaugural AI team, contributing to the development of a foundational framework for future AI advancements and fostering greater customer comprehension of AI within the platform ▸ Developed and executed go-to-market strategies through collaboration and partnership with Product Marketing for 5 new product launches, ensuring maximum customer adoption and revenue growth of $250k ▸ Achieved a 30% decrease in support tickets by proactively identifying and addressing critical pain points, while also spearheading self-service initiatives such as introducing a novel audit service and implementing a bulk update API solution. ▸ Led cross-functional product engineering team to identify and resolve technical issues and bugs, ensuring a smooth and error-free user experience, including 5 major product launches ▸ Created a product roadmap and strategy for governance and user management, focused on securing a competitive edge within the employee communications market landscape through in-depth analysis of market trends, competitor offerings, and customer requirements.

Dynamic SignalSenior Product Manager

Apr. 2018 - Aug. 2021San Francisco Bay AreaDynamic Signal was a premier technology firm, specializing in solutions for employee communications and engagement. Its groundbreaking platform empowered organizations to seamlessly connect with their workforce, promoting improved communication, engagement, and alignment. The platform merged with Social Chorus in 2021. Product owner for suite of tools for professional communicators and deskless workforce communications. ▸ Led a high-performing, cross-functional team, implementing agile best-practices for effective product-building, leading to an 80% boost in team velocity ▸ Expanded diversity of content creators by 10x with new mobile content creation experience by utilizing a multi-customer Beta release and focus groups for refinement ▸ Synthesized user data to increase MoM content creation by 20% by optimizing the content creation flow ▸ Directed the development and successful launch of the "Quick Poll" feature, resulting in a remarkable 100-fold increase in Weekly Active Users (WAU). ▸ Drove adoption rate increase by 45% by identifying key pain-points through feedback sessions to drive the product roadmap with key Fortune100 customers ▸ Crafted and oversaw a dynamic six-month roadmap spanning web, iOS, and Android feature sets. ▸ Cultivated high-performing cross-functional team through 10+ product launches from ideation through launch ▸ Leader of the Women of DySi ERG focused on uplifting female experiences in work settings across all departments and promoting gender equality in representation up and down the corporate ladder

QuestionProPrincipal Product Manager

Jan. 2017 - Mar. 2018San Mateo, CaliforniaQuestionPro is a web-based enterprise-grade software for creating and distributing surveys. This easyto-use software includes tools for creation, distribution, and analysis of online surveys, polls, forms and quizzes. Principal Product Manager for the Self-Service and Enterprise SaaS product with focus on the front-end user experience. ▸ Boosted YoY revenue by 20% by focusing the team on stability and user experience initiatives and quick-wins ▸ Led the 'Voice of the Customer' initiative to drive the product roadmap and increase the retention rate by 10% YoY ▸ Drove a 25% decrease in page load time with the design and release of a new survey creation experience ▸ Launched a series of A/B tests on pivotal product pages, yielding a notable 50% upsurge in new signups. ▸ Designed and launched new product vertical Conversational Forms that led to a 20% increase in new sign-ups resulting in $25K in revenue

Small World SocialChief of Staff

Apr. 2016 - Jan. 2017San Francisco Bay AreaSmall World Social is a dynamic company specializing in the realm of social media marketing and community management. They are known for its innovative approach to helping businesses engage with their target audiences and build vibrant online communities. Chief of Staff to a dynamic, international CEO. ▸ Hired to permanent management position within 2 months ▸ Drove initiative for user testing of the Toyota Now technology on-boarding app; collecting and communicating usability flaws and bugs to the engineering team. ▸ Collaborated with Operations Manager to adapt Agile and SCRUM methodologies in the product and engineering teams. ▸ Organized the highly successful Westpac Bank Innovation Dinner, bringing successful Australian entrepreneurs together with bank executives for a 5-star event at The Battery in San Francisco, CA ▸ Developed and implemented a comprehensive employee development and training program, including onboarding, skills training, and professional development opportunities to enhance employee performance and engagement ▸ Collaborated with the CEO to develop and execute strategic initiatives for the company's growth and expansion in the international market

THE ICONICProduct Manager

Jan. 2014 - Mar. 2015Sydney, AustraliaTHE ICONIC is a prominent Australian e-commerce and fashion company, renowned for its comprehensive range of clothing, footwear, and accessories. The company is celebrated for its extensive selection of fashion products and a user-friendly online shopping platform. Product owner for the Customer Experience products including the roadmap, product planning (user stories) and overall product delivery from design to release. ▸ Decreased CX contact ratio by 20% by extinguishing pain-points in the customer experience using site analytics, NPS, and user research to build solutions to delight customers ▸ Rocketed conversion rate by 50% by decreasing page load time by 40% through overhauling the website and mobile-site into one responsive site ▸ Designed a size-fit solution that led to a 30% increase in conversion rate and a 40% decrease in returned merchandise ▸ Increased end-of-funnel conversion rate by 30% through A/B testing in the Checkout flow ▸ Drove a 10% increase in sales by leading the cross-functional team to build The Style Hub editorial site

The IconicCustomer Service Operations Product Manager

Dec. 2011 - Jan. 2014Sydney, AustraliaAs a founding member of the Customer Service Team, I led the team to build the one of the best customer service teams in Australia & New Zealand. ▸ Nominated twice for Best Customer Experience in the Online Retail Industry Awards (ORIA). ▸ Designed a thriving Customer Experience program for rapidly growing volume and increasing workflow 1,400% ▸ Increased efficiency and grew daily returns processed by 900%+ by streamlining the returns process ▸ Established a new process for more efficient flow of information and issue escalations decreasing the CPO by 50% ▸ Identified and developed opportunities to enhance customer service operations through the integration of technology solutions and automation ▸ Identified key pain points and developed processes to alleviate bottlenecks and streamline work flow. -Managed new process compliance and reporting within customer service and warehouse teams. -Oversaw training and implementation of new processes ▸ Acted as liaison between Customer Service team and Marketing, IT, and Warehouse -Managed communication to & from Customer Service team from different departments. ▸ Key stakeholder for warehouse ERP implementation between the warehouse team & the customer service team. ▸ Development of company policies by working with managing directors & executive team that led to an NPS score of 75

Mutual of Omaha BankCustomer Service Manager

Jun. 2007 - Dec. 2009Newport Beach, CAMutual of Omaha Bank is a reputable financial institution offering a wide range of banking products and services. Established in 2007, Mutual of Omaha Bank has built a strong presence in the banking industry, known for its commitment to customer service and financial stability. The bank provides various banking solutions including savings accounts, checking accounts, loans, mortgages, and investment options. In 2009, Mutual of Omaha acquired First Heritage Bank in Arizona to expand its business to the West Coast. ▸ Built and cultivated solid relationships with clients through exceptional on-boarding and daily account maintenance resulting in 60% increase in NPS for the branch ▸ Transformed a neglected and inefficient commercial branch into a successful and smooth-running office by stream-lining operations and bringing the office into federal and bank compliance. ▸ Designed and developed the daily operating procedures for the bank's CalCAP division resulting in $300k in new business ▸ Successfully managed the branch cash operations without taking a loss for over 2 consecutive years ▸ Facilitated the banking systems conversion and training for the CA offices.

GAP, IncSales Associate

Oct. 2007 - Jan. 2009Orange County, California AreaGap Inc. is a renowned retail company known for its diverse portfolio of apparel and accessories brands, including Gap. Founded in 1969, Gap has grown into a global fashion icon with a strong presence in the retail sector. Gap retail stores offer a wide range of clothing and accessories for men, women, and children, catering to various styles and preferences. With a focus on providing high-quality, on-trend fashion at accessible price points, Gap has garnered a loyal customer base worldwide. • Worked closely with customers to make sure they had a positive experience in the store. • Worked the register in assisting customers in purchasing and /or returning items, and credit card inquiries. • Promoted and sold the store credit card by highlighting the features and benefits of the card. • Assisted the store managers in ensuring store operations run smoothly and efficiently. Particularly in regards to breaks, store coverage, and closing procedures.

City National BankClient Relationship Representative

Mar. 2006 - Jun. 2007Newport Beach, California AreaCity National Bank (CNB) is a reputable financial institution headquartered in Los Angeles, California. Established in 1954, CNB has grown to become one of the largest banks in the United States, with a strong focus on providing personalized banking and wealth management services to individuals, businesses, and organizations. Known for its commitment to exceptional customer service and community involvement, City National Bank has earned a reputation for reliability, integrity, and financial expertise. • Provided excellent customer service to walk-in, telephone, and non-customers. • Opened all new accounts, including walk-ins and prospect-call accounts. • Kept the office in federal and bank-policy compliance. • Balanced and maintained branch ATM and cash. • Branch vault custodian. • Received and processed large cash shipments from Federal Reserve. • Provided sales support to the relationships managers and the branch managers.

Washington Mutual, Inc.Sr. Merchant Teller

Nov. 2002 - Feb. 2006Buena Park, California AreaWashington Mutual Bank (WaMu) was a prominent financial institution headquartered in Seattle, Washington. Founded in 1889, WaMu grew to become one of the largest savings and loan associations in the United States. The bank provided a wide range of banking services, including savings accounts, checking accounts, mortgages, loans, and investment products. • Business Banking Solutions: assisted business customers with their transaction and complex account needs. • Assisted a high volume of customers with a multitude of transactions from simple deposits to more complicated CD/IRA withdrawals. • Performed general opening and closing procedures. • Managed office supplies for the branch; such as: paper, brochures, marketing supplies, general office supplies, new employee materials, etc... • Completed general account maintenance on all types of banking relationships including demand deposit accounts, savings account, loans, and more. • Trained new employees on the teller line and in daily branch operations. • Excelled at product referrals to new accounts, consumer and business loans, and investment services. Consistently exceeded monthly goals.

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