Jared M

Lead digital product and client work from ambiguous business need through process mapping, requirements, implementation planning, QA, launch, and iteration. Use AI and automation to accelerate research, documentation, workflow design, and repetitive process work while maintaining human review and quality controls.

Led up to 40 employees while maturing Executive Resolutions inside Xfinity Mobile, defining and improving end-to-end workflows across executive and regulatory case handling. Designed and piloted an SMS case-contact workflow contributing to about a 40% reduction in open tickets before broader adoption.

Recruited to help stand up the company's initial in-house retention center, defining the operating model for retention sales and developing a needs-based retention sales methodology. Trained and supported 400+ frontline employees and 60 peer leaders, contributing to approximately $8M in upsell-driven recurring revenue growth over one year.