Open to opportunities

Matthew Rich

@matthewrich

Message

I build internal tools that automate high-volume service operations.

United States

Message

What I'm looking for

I'm looking to lead internal tools and operational platforms where I can partner with engineering, data, and operations teams to automate workflows, improve accuracy, and scale high-volume service capabilities.

At HP Instant Ink, I own the roadmap for the Agent Support Tool serving call center teams across a 12M+ subscriber base. I turn workflow bottlenecks in case management, subscription changes, diagnostics, and file processing into prioritized product improvements.

I've improved task completion by 30%, reduced operational latency by up to 50%, and delivered $1.1M+ in annual operational cost reduction through automation, API modernization, and UX improvements. I also led agentic AI integration into the operational console to expand automation and reduce manual case handling.

Before product management, I led operations strategy, data tooling, knowledge systems, device onboarding, and file-ingestion workflows at HP. My programs contributed to $7M+ in cost reduction and cut deployment cycle time by 40%.

My earlier work in regulated medical-device environments included technical documentation, SAP process workflows, lab testing, statistical analysis, and co-inventing a catheter insertion device. I work closely across engineering, data, operations, and leadership to ship reliable tools that make complex service work more accurate and efficient.

Experience

Work history, roles, and key accomplishments

Current

Product Manager – Internal Tools & Operations Platform

Current

HP Inc.

Jan 2024 - Present (2 years 7 months)

Owns the full product roadmap for HP's Agent Support Tool, driving strategy and sprint execution for call center workflows. Reduced operational cost by $1.1M+ annually and improved task completion by 30% through automation and UX improvements.

Product Management Internal Tools API Architecture Data Pipelines Workflow Automation Agile Scrum Jira Figma Miro Stakeholder Management

Program Manager – Operations Strategy & Planning

HP Inc.

Jan 2020 - Dec 2023 (3 years 11 months)

Owned internal knowledge management systems and operational data tooling, building dashboards and coordinating releases. Contributed to programs delivering $7M+ in cost reduction through process automation and tooling improvements.

Program Management Operations Strategy Data Analysis Dashboarding Process Automation Stakeholder Management Agile Scrum

Operations Manager

HP Inc.

Jun 2018 - Dec 2019 (1 year 6 months)

Led a team responsible for member device onboarding and file ingestion workflows, redesigning processes to reduce deployment cycle time by 40%. Managed transition to cloud-based diagnostics and launched operational programs across U.S. and U.K. markets.

Operations Management Process Redesign Automation Training Documentation

Technical Writer / Product Development

Bard Access Systems

Sep 2013 - Sep 2016 (3 years)

Managed product documentation and process workflows in a regulated FDA environment, supporting R&D and clinical feedback loops. Co-inventor on a U.S. patent for a catheter insertion device.

Product Development FDA Documentation Statistical Analysis

Contract Technical Writer

BD Medical

Oct 2012 - Sep 2013 (11 months)

Led documentation and process workflow initiatives within SAP for a regulated medical device manufacturing operation, collaborating with engineering on ERP-based process documentation and data accuracy improvements.

SAP Process documentation

Report Production Lead / Research Analyst

KLAS Research

Sep 2010 - Sep 2012 (2 years)

Collected, processed, and analyzed market performance data on healthcare IT platforms, producing reports used by executives for operational and strategic decisions.

Data Analysis Research Reporting Healthcare IT