Ben Jones

Experience

Product Design Manager Okta | Seattle,WA | Jun 2022 - present

Customer Identity and Access Management

• Owned four critical Okta initiatives: Okta Join, Okta Fast Pass & Device Assurance, Identity Threat Detection and Risk, and Device Platform & Ecosystem

• Managed a 6-person team, including Staff, Principal, and Senior Designers, fostering career growth and performance

• Led cross-functional product strategy and execution in collaboration with Architects, Engineers, PMM, Support, QA, TPM, and UXR, for enhanced product experience

• Headed a cross-department initiative to boost platform adoption, resulting in a 28% increase in Fast Pass usage and a $10 million+ expansion in contracts

• Implemented alignment between the design team and engineering partners to adhere to the sprint framework, enhancing insight into project scope, deadlines, expectations, and milestone development

Product Design Manager Panorama Education | Seattle, WA | Jan 2022 - Jun 22

Data Analytics for K-12 Education

• Responsible for 2 product verticals Social Emotional Learning and Surveys

• Scaled design organization from 6 to 15 including UX Researchers, Product Designers, and Lead Product Designers

• Established design review structure, scoping session, cross-functional initiative for roadmapping, and career roadmapping framework

Product Design Manager Sprinklr | Seattle, WA | Jan 2021 - Dec 2021

Customer Experience Platform

• Responsible for 3 of Sprinklr’s product verticals Marketing and Advertising, Research, and Engagement

• Led a team of 12 including Product Designers, Principal Designers, and Lead Designers

• Scaled a team from 3 to 12 direct reports and an overall team from 8 designers to 30+ including UX Researchers, Principal, and Lead Designers

• Led the design effort to launch Sprinklr’s first self-serve platform

• Led the team for creating and implementing Sprinklrs new Design System

• Helped establish and build the UX research function in the product organization

Ux, Project Manager T-Mobile | Seattle, WA | Feb 2020 - Jan 2021

Wireless Communications Services

• Led team projects in the exploration of UX solutions to simplify T-Mobile services for users, and reduce business costs by $35 million

• Work closely with product management, engineering, and UX design teams to define milestones, resource allocation, and success metrics for product releases

• Generate and drive the roadmap for the transition of internal tooling infrastructure and methodologies utilized by the UX design team

• Led the discovery and implementation of a new tooling stack for the UX design organization, including tools such as AEM, Figma, and UserTesting

• Partner with the Principal Design Manager to rebuild T-Mobile’s design system

TECHNICAL PROGRAM MANAGER, CUSTOMER EXPERIENCE Outreach.io | Seattle, WA | Jan 2019 - July 2019

Sales Engagement Platform

• Developed product strategies and set priorities for product iterations utilizing quantitative and qualitative assessments, customer inputs, and collaboration with Product and Engineering Managers

• Partnered with customer-facing teams to establish requirements and develop/deploy internal tooling dashboards for leveraging data and improving the customer experience

• Performed process improvement assessments and enhancements on internal systems to reduce issues in feature releases and ensure time-to-market

• Formulated key design and content strategies with UX and Design teams to increase product adoption

• Coordinated with Engineering Managers to test new product features, collect data, and measure customer feedback for improvement opportunities

• Provided escalation management to customer issues across Product, Engineering, Sales, Operations, Finance and Client Service departments  

MANAGER OF TECHNICAL SUPPORT Outreach.io | Seattle, WA | Aug 2017 - Jan 2019

• Managed and mentored 12 direct reports including Senior and Principal Technical Support Engineers

• Owned the voice of the customer to characterize and communicate insights and opportunities to stakeholders for improvement in product features and performance

• Launched, monitored, and optimized voice, chat, and international support products

• Managed, mitigated, and provided visibility to escalated technical issues impacting business-critical operations to SMB and enterprise-level customers

• Supported the development and execution of go-to-market strategies

DIRECTOR OF ADMISSIONS/SALES OPERATIONS Coding Dojo | Seattle, WA | Feb 2015 - May 2017

EdTech

• Led the development and implementation of the Coding Dojo internal CRM, working with Engineering teams across multiple geographic locations

• Responsible for lead generation to final conversion through digital marketing channels, email campaigns, and user flow tracking, to maximize conversions

• Created and launched Coding Dojo online and onsite courses

• Provided marketing research and metrics to CEO and VP of Product to impact the direction of revenue optimizations and enable strategic decisions

• Created and deployed key features to enable automation for scheduling, email, and text reminder systems, increasing each phase of the sales funnel 20%+

• Generated and utilized data collection system based on customer interest for marketing campaigns, website content, and email campaigns, to increase user traffic by 30%+

Education

Lander University Greenwood,SC | Aug 2007 - Dec 2011

Bachelor of Science Management & Marketing

Coding Dojo Online | Feb 2015 – Apr 2015

Full Stack Web Development Bootcamp

University of California, Los Angeles Online | Jun 2016 - Sept 2016

Agile Project Management

General Assembly Seattle,WA | July 2019 - Oct 2019

UX Design Immersive Program

• Qualitative User Research

• Quantitative User Research

• Marketing Strategy

• Market Research

• Figma

• InVision

• JavaScript/jQuery

• MySQL