Tony D. - Product Manager | Analytics & Enablement Lead, Atlassian

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Work Background

AtlassianPrincipal, New Products and Supportability

Mar. 2022Launched service operations and advised strategy for new products: Atlas, Jira Product Discovery, Compass. Including growth forecast models (https://www.atlassian.com/point-a) Lead research and recommendations for supportability opportunities related to product observability and partnered with Engineering on shared OKR Lead research and development of error log classification model and tenant health visibility that proactively detect customer issues before they are reported

FundFind LendingPrincipal Advisor

Sep. 2021Austin, Texas, United StatesHelping investors and entrepreneurs reach their goals with tailored funding options to fuel the next level of growth. We Fund real estate investments and Find the best alternative lending options for your small business.

Catalyst SoftwareSenior Product Manager, Reporting and Insights

Apr. 2021 - Sep. 2021Serve as Product Manager for team focused on product expansion through proactive Insight features. Introduced roadmap mental models to consistently communicate timeline and project status to the company. Evaluated embedded analytics vendors to inform a buy vs build decision to accelerate reporting capabilities. Partnered with team to ship the ability to 'drill-down' into charts for advanced filtering. Lead requirements and kicked-off Productivity Reporting and Weighted Health Score features as part of top level work stream.

AtlassianProduct Manager, Jira Align

Jun. 2020 - Apr. 2021Austin, Texas, United States✪ Responsibilities: Serve as Product Manager for quality initiatives and API development to unlock enterprise agility for our largest customers. ✪ Highlights: Shipped quality improvements and new product capabilities to Jira Align (formerly AgileCraft) with the goal of retaining high-value customers. Including Jira Connector performance, Confluence integration MVP, kanban WIP limits. Launched internal tooling and processes that matured how we respond to product escalations and top customer friction.

AtlassianSenior Enablement Lead, Enterprise Products and Service

Feb. 2018 - Jun. 2020Austin, Texas Area✪ Responsibilities: Serve as cross team Support Product Manager for HipChat (Cloud/Data Center), Jira and Confluence (Data Center). Building better product experiences with customer friction research. Turning insights into strategies to reduce churn and prevent issues when launching new features and offerings. Create goals and metrics using customer data while partnering with Analytics, Product & Development to achieve shared OKRs. Serve as a trusted advisor to Engineering and Operations to enable Support with training, tools, and processes to provide legendary service to our customers. ✪ Highlights: Lead Company OKR for Operations Org. to reduce downtime and severe functionality loss for complex enterprise customers using our Data Center offering. Partnered with product teams to define the problem areas and prioritize roadmap. Teamed-up with development to execute and deliver over 40% reduction year on year. Created new metric using product adoption and customer support data to compare quality for each version. Pitched new measures to leadership and adopted new OKR for Engineering that focused on continuous improvement of product quality in every release. Partnered with Marketing and Services teams to ideate and validate experiments that would increase Server customer upgrade rates. Our findings were used to inform future customer engagement strategies. Established success metrics to stand-up new product teams focused on retention, product stability, and reduced customer friction. We aligned on a proprietary 'bug rank' score and reduced 'contact rate' targets as team quarterly goals (OKRs). Launched a new enterprise escalation channel to reduce the noise to signal ratio for issues severely impacting our customers. This enabled faster resolution and greatly improved the working relationship between development and support. Influenced Atlassian's decision to introduce Enterprise Releases based on data analysis, research, and recommendations.

AtlassianProduct Enablement Lead, Go To Market and Support Operations

Nov. 2015 - Jan. 2018Austin, Texas Area

Hewlett Packard Enterprise, Global IT Application OperationsIT Operations CSI Lead | Product Owner

Apr. 2015 - Nov. 2015Austin, Texas Area✪ Responsibilities: Lead improvement initiatives through data analysis and cross-team collaboration to deliver on Operational Excellence goals for the business. Served as Development process coach, Product Owner, and Design Lead for QlikView BI platform. ✪ Highlights: Introduced, authored and prioritized User Stories into the team’s existing design process, leveraging Kanban to deliver robust QlikView BI dashboards centered around Incident, Configuration, and Problem Management. We iteratively deploy new features and capabilities allowing us to drive Continuous Improvement faster across the organization. Launched and administer two internal Yammer groups to facilitate collaboration across organizational pillars. One acting as a platform for our QlikView users to voice their opinions, request enhancements and help each other in an online community setting. The second group focused on Continuous Improvement project communication, giving everyone visibility and helping to eliminate duplicate effort across the teams. Identified deployment gaps during planned system downtime that caused hundreds (400+) of repeat, non-value add batch job failures and incidents. Presented our proposal and implemented the solution into the Change Management process, eliminating the problem altogether. Lead incident and inefficiency reduction initiatives with various IT teams across the business, creating over 2 FTE savings for IT Operations within the first 90 days of joining the team, and counting...

Hewlett Packard Company, Financial Services IT DevelopmentIT Operations Lead

Nov. 2014 - Apr. 2015✪ Responsibilities: Managed the support of IT applications that enable critical business processes (Financial Month End, Lease life cycle, Sales, and Asset Recovery). Successfully delivered multiple Development projects serving as Scrum Master, Product Owner, Business/Data Analyst, Project Manager and Developer. ✪ Highlights: Managed BI ‘get well’ initiative. I analyzed data and interviewed Business users to understand their challenges with our reporting environment and create user stories with regular touch points to prioritized them correctly. Partnering with our development team, we delivered solutions to improve data integrity, report query performance, and data timeliness. Delivered successful roll-out of HP Agile Manager, became a subject matter expert on the product and conducted multiple training sessions to Business and IT people as part of our ‘waterfall’ to ‘SCRUM’ transition. Upgrade of our enterprise general ledger application, including the development of an automated exchange rate feed and notifications system, enabling our business to post financial information much faster than ever before. Lead HPFSIT through many Month-Quarter-Year End Financial closes. Ensuring application stability, IT support readiness, customer satisfaction, and successful business operations. Lead engagement with our ETL platform owners and identified deployment process gaps that caused our jobs to fail ~200 times a month. Implemented validation standards that reduced failures by 75%! Implemented a repository of repeat scripts for an SSGB project, and trained HP’s centralized support team on using them, reducing tickets sent to L4 by over 10%. I also lead a ticket reduction initiative focused on repeat issues. Working with Development, we analyzed problems and delivered user stories that reduced support tickets by 16.5% YoY.