Matt Willman

Experience

• 

  Columbia Missourian

  Jan 2009 - Dec 2009

  Wrote features and profiles, focusing and popular hobbies like hunting and fantasy sports that are rarely covered in the Missourian. Worked the fire beat, including a fire chief search, lawsuit and ongoing financial reform. Also covered a murder trail and other court events. Edited copy on deadline for grammar and AP style, wrote headlines for print and SEO headlines for Web. Exercised attention to detail while fact-checking and editing stories where every word, space and punctuation mark must be correct.

  • Staff Reporter - Intern

    Aug 2008 - Dec 2009

  • Copy Editor

    Jan 2009 - May 2009
• 

  Excelligence Learning Corporation

  Feb 2011 - Oct 2019

  - Project managed the successful furnishing of more than 100 new daycare centers from the point of product selection to installation and staging. Coordinated with sales, customers, procurement, product vendors, shipping companies and labor services. - Created and managed in-house staging program, reducing off-site staging expenses by approximately $60,000 per year. - Launched outbound calling team to convert highest-value opportunities, meeting each month's revenue goal by driving an incremental $40K revenue per month.- Created and tracked KPIs for data entry error rates and quality assurance issue report rates. - Hired and trained 10-15 new employees per year. Developed five successful assistant managers and two future site managers. - Service contact for top-10 corporate customer, producing 95% YOY revenue growth during my tenure.- Improved communication quality and reduced client wait time by creating and implementing a quality monitoring program for written communications. - Owned new agent training for an average of 15 new employees per year.- Phone, email and live chat customer support.

  • New Centers & Logistics Coordinator

    Mar 2018 - Oct 2019

  • Customer Support Site Manager

    May 2015 - Mar 2018

  • Assistant Customer Service Manager

    Apr 2012 - May 2015

  • Personal Service Manager

    Feb 2011 - Apr 2012
• 

  PreK.com

  Oct 2019 - Jan 2022

  Revenue Manager

  - Collaborated with the co-founders to shape the company’s membership offering; created multiple core processes and managed projects and teams of freelancers, resulting in expansion from 10 member schools to more than 400.- Managed payment operations. Partnered with CTO on the creation of an automated billing system, and internal operations tool. Acted as consistent user advocate.

• 

  Denim

  Feb 2022 - Jan 2024

  - Launched the Product Operations function at Denim, reinventing and coordinating Denim's end-to-end product process based on feedback from founders, product, and engineering teams to lead new products and features from idea to post-launch. Spearheaded executive communications on roadmap effort, resulting in win-rate uplifts of over 10% and efficiency gains over 33%.- Guided team operations and process as the product team doubled in size and we grew from one engineering squad to three, including multiple pivots in the product<>engineering relationship.- Wrote monthly product roadmap brief and led the recurring process for our founders to prioritize upcoming tech projects based on cost-benefit, investing $100k/mo in resource spend into highest ROI and most strategically aligned initiatives.- Ran product and engineering accountability process to keep projects on track and keep founders informed of ongoing project statuses, decisions, and trade-offs, managing up to 15 simultaneous projects in an Agile environment.- Acted as product<>data team liaison and produced data analysis using product analytics tools and SQL, including vendor management of over $25k in annual spend. Show less - Designed and executed Denim's software quality assurance process, reducing the time from code complete to release and reducing the average number of bug tickets per project by 75%.- Owned product launches, including internal and external communications, help guides, and other collateral. Reached more than 500 users and regularly drove to our 33% adoption standard for new features.- Implemented Appcues to support product adoption with in-app tutorials and user research (via NPS and other surveys) and Heap.io, a product analytics tool leveraged for insights on user behavior. Achieved 20% open-rate on in-app messaging.- Launched and managed customer advisory board in collaboration with multiple department heads, leading to valuable insights put into action across the business. The CAB represented Denim's top clients and approximately $750k in ARR. Show less

  • Product Operations Manager

    Jul 2023 - Jan 2024

  • Associate Product Manager

    Feb 2022 - Jul 2023