Heath Shuford

Experience

• 

  ExponentHR

  Feb 2008 - Dec 2010

  QA Analyst
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  Mattersight Corporation

  Jul 2010 - Nov 2012

  Software Quality Assurance Developer
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  Mutual Mobile

  Dec 2012 - Oct 2013

  QA Engineer
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  Communication Service for the Deaf (CSD)

  Oct 2013 - Jun 2019

  • Established product management and software development strategies for B2B2C platform while leading 15-person team. Designed and developed communication service products for Deaf and Hard of Hearing (HoH) community. • Maintained 100% job fulfillment for over 1,000 ASL interpreters by enabling interpreters and agencies to negotiate, manage, and update pay rates and employment status. Ensured Deaf and HoH consumer requests were prioritized. • Increased revenue by 35% through building improvements to payment processing and establishing time limits for job openings. Eliminated accuracy issues by implementing auto-job closure after 48 hours to ensure on-time interpreters.• Grew user sign-up conversion rate by 30% by simplifying onboarding processes and reducing UX workflow by 50%. Realized quantitative/qualitative insights by leading user feedback and competitive analysis evaluations. • Built first Product Management Team in collaboration with CEO and Marketing Team to coordinate roadmaps supporting cross-functional goals and define processes. Success resulted in 2 team member promotions. Show less • Maximized usability for analyzing metrics by implementing web analytics into quantitative product usage information, as well as click-through and conversion rates. Utilized feature engagement to identify improvement opportunities.• Supported high-level business objectives and strategy focus by proving robust interpreting management platform for agencies, businesses, interpreters, and consumers. Provided either scheduled and/or immediate interpreting services.• Launched and maintained large multi-tenant, scalable web platform to manage ASL interpreting services. Enabled customized client business portals to allow enhanced customer relationship management capabilities.• Addressed user needs and goals by defining user personas and feature requirements. Drove design decisions by taking acquired understanding of target user groups and pain points to bring to forefront of design planning. • Reduced application downtime to 0% to ensure uninterrupted application availability by implementing blue/green deployments. Strategically solved product challenges while simultaneously driving tactical execution. Show less • Decreased regression test time by 75% by driving best practices while mentoring and teaching 3-person QA Engineering Team. Additionally, reduced bugs released to production by 40% by implementing automation testing.• Delivered quality products and customer value while leading QA initiatives to improve stability and user experience of web and mobile applications. Resolved defects missing from production builds and feature requirements.• Ensured alignment between stakeholder expectations and product feature requirements while leading reviews. Show less

  • Director of Product Management and Software Development

    Jun 2017 - Jun 2019

  • Manager of Product Management and Software Development

    Dec 2015 - Jun 2017

  • Lead QA Engineer

    Sept 2015 - Dec 2015

  • Quality Assurance Engineer

    Oct 2013 - Sept 2015
• 

  CU Solutions Group

  Jul 2019 - Feb 2020

  Product Manager

  • Improved usability performance for $24M annual revenue eCommerce marketplace by launching redesign of B2C web application to modernize design. Delivered responsive design to enable users across web and mobile browsers.• Enabled product roadmap development to support business objectives while delivering user value. Defined strategy and supporting metrics while partnering with key stakeholders (CMO, CTO, VP of Product, and Program Managers).• Optimized success measures to improve data reporting for product launches and increase funnel conversions. Gained insight into key metrics by analyzing data such as feature engagement and presenting KPI findings to stakeholders.• Achieved 8.2/10 NPS rating by implementing user feedback widget to collect quantitative data. Categorized and prioritized user pain points from 5,000 gained responses to incorporate high-priority issues into roadmap.• Increased affinity products by 71% through launching partnership products in web applications. Show less

• 

  Convo Communications

  Jun 2020 - Jun 2022

  Product Manager - Consumer Experience
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  Inktavo

  Aug 2022 - now

  Product Manager