Rodolfo M. Perin

User Protection Child Safety cross functional product team PM focused on child protection global initiatives.

As PM in the Uber Connect reliability product team, I focused on significantly improving delivery reliability and driving increased package insurance user adoption for enhanced customer protection. • Launched a new courier UX providing guidance on the drop-off process, including real time recipient contact tentative and courier delivery efforts verification. The goal was to ensure successful deliveries and enhance reliability, addressing a multi-million dollar opportunity in reducing failed deliveries globally, with pilot launches in Brazil and the US. • Developed a comprehensive reliability strategy by segmenting the core problem, such as courier-related and recipient-related issues. This analysis directly shaped the long-term product strategy. • Coordinated efforts of multiple stakeholders to increase package insurance items coverage, significantly improving the product offering and user protection.

I led the Customer Support chat and chatbot cross-functional product team, focused on increasing users' self-service rate while maintaining high customer satisfaction. • Launched a self-service chatbot, increasing CSAT and enabling millions of BRL per year in OPEX cost savings. I led the product development from finalizing design to launch, managed cross-functional stakeholder expectations, and defined the roadmap. • Led the design of chatbot self-service workflows, establishing and aligning the vision, and driving successful execution.

Customer Support agent tooling PM, focused on increasing support agent productivity and effectiveness in resolving customer issues while reducing OPEX costs. • Launched AI-powered Call Center Copilot (featured in OpenAI's case study linked below), achieving 2 million BRL per year in OPEX cost savings immediately after the MVP launch. I rapidly drove product design and development from conceptualization to launch in just 4 weeks, and defined the long-term product vision and roadmap. • Led the automation of customer support jobs, achieving 1.3 million BRL per year in OPEX cost savings. I coordinated the efforts of product and operations teams to design and roll out custom support workflows in the agent tooling platform. • Launched technical performance improvements, rapidly achieving 4 million BRL per year in OPEX cost savings. I interviewed multiple support agents to identify pain points and prioritized performance improvement initiatives. • Enhanced customers' data privacy by collaborating with compliance and legal teams to implement GDPR-compliant access control mechanisms, preventing potential regulatory fines of up to 50 million BRL per infraction.

Consulting Product Manager specialized in digital strategy and product development. At a Fortune 500 pharmaceutical company, I led backlog prioritization, user journey optimization (50% friction reduction through A/B testing), and SEO improvements. Prior experience includes launching and integrating an ad sales management product for a Fortune 500 media company, with complex Salesforce and ad server integrations.

As a consultant for a Fortune 500 brewery, I built their global marketplace Pricing Engine (API), enabling international expansion. I co-led product development to incorporate complex pricing regulations across Mexico, Colombia, Ecuador, and Peru, driving revenue growth through strategic onboarding and collaboration with global revenue management teams.

Scrum Master/Business Analyst for a major US broadcaster, enhancing their radio programming product. Key contributions: defining product KPIs and driving hypothesis-driven development, managing and prioritizing backlogs, and delivering Agile training (Scrum/Kanban) to global teams, including on-site in Texas. Successfully bridged communication between UI/UX, Engineering, and Program Directors, translating needs into user stories and promoting team building and Kaizen.

Directed the L2/L3 shared support and development team, ensuring efficient backlog management, rapid incident resolution, and Agile development. Daily, I managed stakeholder expectations and negotiated deadlines across 10+ application owners.

As a Software Engineer at CI&T, I contributed to the development and support of web applications for major international clients, including a leading consumer goods and pharmaceutical company. From 2010 to 2015, I worked within Agile Scrum teams, developing PHP, MySQL, JavaScript, and Drupal-based applications that drove significant business impact, such as engaging consumers in national and international marketing campaigns and enabling a new US-focused health and disease prevention business line. From 2015 to 2016, I transitioned to a L2/L3 shared support and development role, managing a portfolio of 20+ global web applications. I provided end-to-end support request resolution, enhancing my communication skills across diverse international teams (India, USA, Brazil, UK, Colombia, and Latin America).