Ryan Duffy

Experience

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  The Home Depot

  Aug 2008 - Oct 2012

  Kitchen and Bath Department Supervisor
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  Windstream Communications

  Oct 2012 - Oct 2015

  • SPEC I Enterprise Data Technician

    Apr 2015 - Oct 2015

  • SPEC I Routing/Translations Technician

    Jul 2014 - May 2015

  • Spec I ERC FCR Technician

    May 2013 - Jul 2014

  • Spec I ERA Technician

    Oct 2012 - May 2013
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  Datto, Inc.

  Oct 2015 - Jul 2018

  In my role as a dedicated manager, I assumed responsibility for the comprehensive management, performance optimization, and rigorous adherence to Key Performance Indicators (KPIs) of a team of up to 12 support representatives. I took on the vital task of managing, coaching, and guiding the support representatives under my purview. I also identified and deciphered trends in reported issues from our valued partners, allowing me to proactively address and resolve emerging challenges. My tenure in this capacity not only honed my skills in team leadership and trend analysis but also highlighted my capacity to drive interdepartmental synergy and elevate the quality of support services. This strategic approach contributed significantly to the overall success of our support operations and positively impacted client satisfaction.• Created the process, structure, and best practices of a new support team after Datto’s acquisition of Open Mesh• Responsible for the comprehensive management, performance optimization, and adherence to KPIs for a team of 12 support technicians.• Managed, coached, and guided the support representatives under my purview. • Worked directly with partner clients to personally handle escalated issues and build relationships for long-term success.• Deciphered trends in reported issues from our valued partners, allowing me to proactively address and resolve emerging challenges. - Reduced average life of trouble tickets for Datto Networking by 58% in 2017-2018- Implemented a 24/7/365 support team that resulted in <1% of tickets with no action within 6 hours. Show less

  • Product Support Manager

    Jun 2016 - Jul 2018

  • Technical Support Expert

    Oct 2015 - Jun 2016
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  Excellus BCBS

  Jul 2018 - Jun 2022

  In my capacity as a hands-on leader, I had the distinct privilege of spearheading the development endeavors for our company's mobile and internal applications. I was entrusted with the crucial task of prioritizing feature development to ensure alignment with the overarching company strategy, adopted a servant leadership approach in my role, where I worked collaboratively with development partners to facilitate their success., and meticulously measured success against both individually set and organizational goals.• Led the development endeavors for our company's mobile and internal applications. • Responsible for prioritizing feature development to ensure alignment with the overarching company strategy and client needs.• Worked collaboratively with my development team of 3 as a servant leader to facilitate their success.• Measured features and release success against individually set and organizational goals.- Increased Monthly Active Users by 150% over a 12-month period.- Managed the migration of company’s internal applications to a new CMS, resulting in a savings of over $125k in 2021-2022- Implemented a problem detection process via Google Firebase that resulted in a 71% decrease in average lifetime of production bug tickets. Show less

  • Product Development Manager

    Feb 2021 - Jun 2022

  • Product Owner

    Jul 2018 - Feb 2021
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  Sightly

  Jun 2022 - Oct 2023

  Director of Product

  As the leader responsible for guiding a dynamic team of Product Managers, I played a pivotal role in shaping the strategic direction of our cutting-edge SaaS AdTech product at Sightly, my key responsibilities encompassed strategic leadership, Stakeholder engagement, developing a user-centric approach, instilling a standard of operational excellence, and empowering my team by providing mentorship and career development. My tenure in this role allowed me to combine strategic vision with hands-on leadership, resulting in tangible achievements that contributed to the company's overall success and positioned me as a dynamic and effective leader in the field of product management.• Responsible for shaping the strategic direction of our cutting-edge SaaS AdTech product Brand Mentality• Led the company’s strategic leadership, Stakeholder engagement and negotiation, and developed a user-centric approach to creating client-facing features.• Instilled a standard of operational excellence and empowered my team of 4 Product Managers by providing mentorship and career development. • Combined strategic vision with hands-on leadership, resulting in tangible achievements that contributed to the company's overall success.- Increased engineering output by 15% by setting a standard acceptance criteria process.- Championed a talent development initiative that resulted in a 50% increase in team member promotions over 18 months.- Improved stakeholder engagement by formalizing a Feature Request process, resulting in a 240% increase of value-added features to the product backlog. Show less

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  Audacy, Inc.

  Sept 2022 - now

  Producer/Host/Contributor

  Producer and cohost of the Let’s Go Duffalo podcast, a show dedicated to the lives and culture of Buffalo Bills fans. In this role, I act as a cohost of a weekly 1hr show, produce and create show segments, edit clips for content, and promote show material on social media platforms.

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  Zelis

  Apr 2024 - now

  Product Manager - Enterprise Enablement

  As a Zelis Enterprise Enablement team member, I work closely with business units to scale existing technologies and workflows into company-wide reusable assets while curating a backlog of features to help our teams modernize the healthcare payment experience for all