heather Laird

I’m an innovative, results-driven Product Manager with over a decade of experience delivering operational excellence through technology and process improvement, specializing in telecommunications and contact center solutions. I translate complex business needs into streamlined, customer-focused roadmaps using data, user feedback, and Agile execution.

I lead product development end-to-end—from ideation to launch and optimization—consistently driving measurable outcomes. I’ve achieved 98% delivery of high-value features on time and built automation and self-service solutions, including an SFSC Einstein chatbot that saved $2M annually, plus RPA-driven order processing delivering over $4M in annual savings.

I also strengthen reliability and customer experience by optimizing contact center journeys and platforms. I’ve designed Amazon Connect IVR flows that improved self-service and boosted IVR-SMS NPS by 20 points, implemented Power Apps/Power Automate to increase productivity by 30%, and supported Salesforce Service Cloud and Genesys migrations by reducing downtime by 95% while maintaining 99.9% uptime for 600+ agents.