Brian Ketchum - Director of Product,

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Work Background

IA CollaborativeLead Product Manager

Jul. 2024

PangissimoChief Executive Officer

May. 2021 - Dec. 2022Massachusetts, United StatesPangissimo is a Consumer Electronics startup (bluetooth speakers). I was brought in by the founders to jumpstart the business, hands-on everything. Created a formal P&L and rebuilt the investor pitch deck to include seed investment tiers, how that money would be spent, and the projected ROI. Led fundraising efforts, establishing presence among investors through targeted networking and participating in virtual conferences - ultimately speaking directly to 30+ VCs and Angels. Found interested late-stage investors and learned what early-stage investors were looking for when deciding to invest. Successfully applied to exhibit at CES 2022 in Eureka Park. This resulted in securing the company’s first ecommerce retail channel partner, enabling the launch of the company's 2nd-generation product and producing sales and brand awareness that led to acquisition opportunities.

Blue Cross Blue Shield of MassachusettsDigital Product Manager

Nov. 2020 - Dec. 2020Boston, Massachusetts, United StatesThis was a 2-month contract role where I joined a Scrum team and successfully contributed to the launch of new features to the BCBS MyBlue Member web site and mobile app, ensuring compliance with a 2021 Medicare initiative. My specific contribution was managing changes to a series of 3rd-party APIs from benefit providers. I also performed UAT against all of the platform updates and gave final approval for what was an on-time launch.

Bose CorporationSenior Manager, Global Digital Service

Nov. 2017 - Jul. 2020Stow, Massachusetts, United StatesHired into a newly-formed role to implement a product methodology and transform the post-sales customer journey servicing 70M annual visits to the Bose.com Support site (19 languages) and User Community (3 languages). Managed a core team of nine (9) including Product Managers, Engineers, and Operations Support (both live site and contact center infrastructure). Also managed the writers and video producers creating how-to and troubleshooting content. Responsible for an annual budget of $2.5M. Conceived and delivered Bose’s first chatbot, inspired by my own customer service experience with a consumer electronics brand. The chatbot enabled dynamic troubleshooting of product issues within Live Chat, SMS and other Messaging channels including Apple Business Chat and WhatsApp. This was a 0-to-1 product launch that went from concept to launch in under 100 days on a $10K budget. Selected a Conversational AI partner and integrated their NLP Answer Engine with our Messaging platform. The end result was a user experience that both deflected work from the global contact center and serviced previously unmet demand. These transactions consistently and significantly exceeded CSAT targets and won the 2019 Gold Stevie Award for e-commerce Customer Service. Upgraded Bose.com to enable online product return/replace/repair in multiple regions/languages. Developing this capability had been talked about for a few years and I made the case for actually doing it. Ended up migrating at least 50% of transactions out of the contact center. Spearheaded a three-year strategic plan for the Global Contact Center, collaborating with multiple business unit Engineering leaders. Delivered a detailed strategy to enhance the agent experience by leveraging modern CRM platforms, AI and Machine-Learning. Secured the backing of all stakeholders.

Tyco Security ProductsSenior Product Manager, Mobile and Cloud Applications

May. 2014 - Oct. 2017Westford, MAHired into a newly created role to managed the design and delivery of global digital product initiatives across 10 Tyco Security Products companies. I was selected by the head of North America for a 6-person “lean start-up” project on cloud-based video solutions. After 3 weeks of on-site interviews with small business owners we conceptualized an MVP focused on tracking activity at the cash register to monitor fraud and theft. We installed a single-camera system at a client site with video recordings triggered by register events. The client was very impressed and provided a video testimonial that led to $300K investment to develop a commercial Video-Surveillance-as-a-Service (vSaaS) offering. I designed four mobile apps for a new security system, creating functional specs and all the UI. I conducted UI/UX trend research, led design reviews, and achieved cross-functional alignment on the final requirements.

Quantia Inc.Director of Product Management

Mar. 2010 - Apr. 2014Waltham, MADrove product strategy and requirements for the QuantiaMD digital media platform and clinician member experience across Web, iOS, and Android apps. Delivered 45-50 releases a year, orchestrating development activities across a 20–25-person team. Built and led a team of up to seven (7) Product Managers and content creators/publishers. Set the roadmap for, and managed real-time operations of, digital products/platforms used internally by the business including content/media publishing, reporting and analytics, email marketing, and CRM. Developed and executed roadmaps that enabled critical achievement in membership growth, engagement, and retention. Key new concept-to-launch capabilities included a member referral program and a personalization framework that enabled targeted content recommendations. Originally hired as a Senior Product Manager. Promoted to Director after 5 months, reporting to the COO.

MonsterGlobal eCommerce Product Manager

Apr. 2008 - Feb. 2010Maynard, MAManaged the global e-commerce platform serving small and midsize employer customers in 20+ countries across North America, Europe, Asia, and Australia. Drove B2B e-commerce success by designing and delivering new Cart, Checkout and promotional bundling capabilities that quickly improved cart conversion and generated new revenue. Also modified the platform to provide regional Monster.com admins more control in customizing the user experience in local language.

The Yacobian Group, LLCBusiness Analyst

Nov. 2007 - Mar. 2008Responsible for designing and delivering data analytics/reports used by retailers to manage product placement and staff allocation.

Cross Country Automotive ServicesProduct Manager

Sep. 2004 - Nov. 2007Medford, MAIdentified and implemented new programs supporting the delivery of roadside assistance benefits for over 80% of the major Automotive OEM nameplates. Delivered functional modules used by over 1,600 contact center agents to handle over a million service requests per year. Partnered with a colleague to lead the RFP process that resulted in winning the Ford roadside business.

Dun & BradstreetProduct Manager

Dec. 2000 - Jan. 2003Waltham, MAManaged the business data portfolio used by small business customers to create custom marketing lists. Maintained and grew the data reseller network. Prepared and presented quarterly sales training. Participated in client meetings with Sales as requested.