Michael Egdell

Led product strategy and delivery within a hospitality SaaS and payments ecosystem, driving the transition from a sales-led to a product-led operating model. Owned end-to-end development and launch of a new product offering that created an additional revenue stream and strengthened the commercial value of mandatory PDQ hardware across casual dining and QSR customers. Led a cross-functional squad (Engineering, QA, Design) delivering customer-facing capabilities from discovery through to market launch. Introduced structured, value-based roadmap governance aligned to commercial objectives and measurable business outcomes. Partnered closely with Sales, Marketing and Senior Leadership to align product direction with revenue growth, competitive positioning and customer experience improvements — including the introduction of a table-side serving capability to enhance operational efficiency and guest experience. Embedded data-informed prioritisation frameworks and stakeholder workshops to improve decision quality, transparency and delivery predictability across the organisation.

As Product Manager I was responsible for roadmap and delivery of features that would go into our (NextGen Scheduling) Product. This Product allows companies in industries such as Retail and Logistics to manage shifts, staffing, and rota patterns for employees, whilst assigning automated tasks for employees based on their background/experience. I worked very closely with tight knit teams of Developers, QAs, and UX/UI Designers on a daily basis utilising Agile methodologies to ensure a smooth, structured approach to work, and to also ensure deliverables are achieved within budget, and on time. Writing User-Based stories on a daily basis for the EPICs, estimating and refining work pieces were a key part of my role to ensure the team fully understand requirements. During my time at Workforce, I had the opportunity to work with teams of Developers based onshore, offshore, and outsourced. This was an incredible experience which I used to improve my communication and leadership skills by working with teams across different time-zones, cultures, and backgrounds. I also worked alongside other Product Managers being part of an internal Product community. We shared best practices, techniques, methods and experience to ensure our teams and business received the most value from our Product Department.

Defined and executed product roadmap aligned to business objectives and customer feedback. Led cross-functional squad (Dev, QA, UX/UI) through discovery, prioritisation and delivery cycles. Conducted stakeholder workshops to identify market gaps and translate requirements into actionable product initiatives. Managed backlog prioritisation using outcome-driven frameworks. Coordinated delivery across global teams spanning multiple time zones. Monitored product performance using defined KPIs and success metrics.

Within this role I worked closely with the Support Department and Professional Services Team. I managed a collection of customer accounts and feedback their business processes, requirements and goals to our Professional Services team enabling them to deliver services that will most benefit the client. I also consulted with the Support Department on issues or changes to both the customers and our product that will affect the level of support service we provide. I provide reporting for both departments, detailing system and business changes, assisting on support issues, and engaging in customer account meetings. Making sure both the Support and Professional Services departments work collaboratively ensures our customers are provided with high quality support.

Managing customer accounts and translating business requirements into actionable insights. Led requirements discovery sessions to identify product gaps and optimisation opportunities. Synthesised client feedback into structured product insights for roadmap prioritisation. Collaborated with Product, Support and Professional Services to align on delivery and customer success outcomes. Produced commercial and performance reports to support leadership decision-making.

Working with Kinetic Solutions granted me an extensive amount of knowledge and experience in a broad-spectrum role. My role involved visiting clients located around the UK and around the world to provide consultative software training, onsite business consultancy and implementation workshops. A large amount of time spent travelling resulted in the need to be adept at working alone and working remotely. The large number of clients and diversity therein gave me a deep and broad level of knowledge as an SME in business process and software usage for the Events, Hospitality and Accommodation industries across several global markets. My excellent client communication skills and ability to interpret problems and requirements made me invaluable on many key projects. Below is a summary of the three main responsibilities included in my role: Software Trainer: Utilising different methods, I trained and coached clients and staff in how to use our software and implement process change. Each delivered session was bespoke to suit client needs and ensure their requirements were met. Consultant: My knowledge in client process, system experience and technical skills allowed me to deliver different consulting services. These range from technical support, bespoke projects of implementation and business analysis. Additionally I was engaged on several business process change consultancy projects to analyse, interpret and design new solutions and working practices for customers. Project Manager: I often had my own projects to manage involving new and existing clients. The projects range from consultancy to implementation, each with their own SLAs and success criteria.

As a member of a client services team my role provided customer care to our clients. I used my proficiency with Microsoft SQL to troubleshoot and apply fixes. I gained skills in database administration and used SQL script writing to analyse and manipulate data. During this time, I enhanced my technical skills, communication skills and team building. Working in a team was essential to ensure SLAs were met, knowledge was shared, and quality service was provided.

Led end-to-end SaaS implementations across multiple client organisations. Facilitated discovery workshops to map business processes and define success metrics. Designed and delivered bespoke training programmes to drive product adoption. Acted as client-side product advocate, translating user feedback into feature enhancements. Partnered with product and engineering teams to influence roadmap priorities. Managed change management initiatives across operational teams.

1st line support. 2nd line support troubleshooting and problem solving. System upgrades and software health checks.

My top responsibility was to provide technical support to all staff and students. This ranged from various issues relating to both hardware and software used by the school. During this time, I learned key skills in that assisted later in my career, such as VPN management, server administration, and exposure to different types of IT management software. My team of six supported the school with anything relating to ICT and media equipment. Daily tasks were scheduled and prioritised, running along-side projects such as rolling-out new staff laptops.