Terry S.

Leading Product Strategy and Execution for two product teams—enabling Product and Marketing to drive subscriber growth, improve customer acquisition cost, and help Customer Operations deliver an award-winning support experience while optimizing operating costs.

• Increased email automation sends by approximately 34% for commerce users by optimizing the email automations experience. This exceeded year-over-year subscriber growth by 5%, against a goal of 25%. • Increased trial-to-paid conversion by redesigning the email template gallery for trial users, resulting in a 10% increase in first email sends • Increased Campaigns product engagement by 43% by launching cross-sell pilot with Customer Support Team. • Reduced account refunds by ~$X million annually by launching automated billing downgrades. • Increased user logged-in rate by ~25% (within the first week of launch) by launching auto-login platform capability. • Decreased manual account verifications for Customer Support by 87.5% by launching auto-verification for Ada Chatbot and Zendesk. • Improved customer wait time by 60% by launching Australian/New Zealand support queue and routing regional requests to the local support team. • Leading marketing technology platform strategy to efficiently create, segment, deliver, and measure the effectiveness of marketing campaigns.

Product School is a global leader in Product Management training with a community of over one million product professionals. As a featured speaker, I help inspire the next generation of Product Managers to create innovative products and apply best practices in their work.

As the VP of the BPM Eastern Region, our mission is to make a material impact on our members' lives. We do this by facilitating their integration into the BPM community, providing support in resume and interview skills development, and helping them secure promotions or new job offers. This is the core of our work and we remain committed to it. Material Impact: - We delivered significant growth in membership during 2022. The East Coast regional membership increased from 856 to 1,105, representing a growth rate of 29%! - Additionally, there were 238 event attendees (+11% above target), 30 resume and mock interview participants (+50% above target), and 17 promotions and job offers.

Growth Product Manager: Led top-of-funnel conversion rate optimization and customer-acquisition-cost reduction for Thinkful.com • Improved cost-per-lead by 40% by optimizing our landing page layout and copy to match our top-performing paid ads and programs with the highest enrollment rate. • Increased traffic-to-lead conversion by 10% by launching targeted long-form and short-form course pages, and dynamic lead capture based on user intent. • Led two product teams across growth and marketing technology, and a cross-functional team of 12 engineers and two designers • Led product strategy for conversion event instrumentation and experimentation (Google Tag Manager, AdWords, Facebook Ads, Google Analytics, Optimizely, and Heap)—drove customer-acquisition-cost (CAC) reduction.

Products Led: Partners Marketplace; Content Management System; Data Privacy Product Impact: +86% website publish rate; +20% activation rate; +10% conversion rate; $20 million per year • Rebuilt Mailchimp's email editing experience from the ground up (zero-to-one), achieving a 10% year-over-year increase in paid user growth and a 20% boost in activation rate. • Launched website cover pages on a new content management system; achieved 86% publish rate • Partnered with Unsplash to launch photo integration for email campaigns; increased Mailchimp user activation rate by 20% • Led experimentation (A/B testing) of the checkout "flow"; optimized data entry steps (+10% conversion rate) • Co-founded product team that built Mailchimp’s first data privacy platform; automated data deletion and opt-out requests from EU citizens; reduced legal compliance risk by 10% (equivalent to $20 million per year in savings) — secured product strategy endorsement from EU Legal Counsel • Coached Jr. Product Manager — shipped opportunity-sizing spreadsheet used by 30% of the Product Department

Managed and professionally developed a team of seven IT Systems Administrators' — scaled IT Systems of 1000+ MACs during +100% YoY employee hiring growth — deployed and administered JAMF Pro (Casper Suite), Active Directory, GSuite Apps, Okta, and Duo. • Led IT Systems transition to cloud infrastructure — across six offices in three countries for 1,200 employees; achieved 99% S.L.A. • Increased team velocity by 25% by empowering the team to own low-medium risk decisions and reducing process bottlenecks • Implemented single sign-on and multi-factor authentication for thirty-five cloud apps; 10x improvement to IT Security • Saved 100 hours/monthly of IT administrative time by automating computer management functions with BASH scripts • Co-founded Mailchimp’s first African American employee resource group (HUES); 120+ active members; ten diversity events per year • Managed and coached a team of seven IT Systems Administrators — two direct reports were promoted to Management and Engineering roles within one year “Highly Exceed Expectations” rating: promoted in 10 months to IT Manager.

Co-founded travel start-up, GoRoam — "The fastest and most effective way to plan a personalized trip." • Finished top 5 at SXSW startup competition — of 30 MBA competing teams included MIT, UCLA, and Georgetown University. • Booked travel itinerary for five early adopters traveling to Paris, London, Bordeaux, New York City, and Portland — prototyped using Google Docs. • Spearheaded conversations with Warby Parker and Everlane to adopt GoRoam for a branded travel itinerary experience.

Managed and launched Warby Parker’s first flagship store in the Southeast US; led and developed 15 direct-reports Topline impact: +$3 million per year; +5% conversion rate (baseline 26%); +10% average order value • Reached store profitability in one year of opening—outperformed retail industry average by 12 months; +$3 million per year • Achieved top conversion rate (31%) of 55 stores in North America by remerchandising products to align with purchase behavior; +5% conversion rate (baseline 26%) • Increased average order value +10% by leading sales training that focused on cross-selling opportunities and accessory add-ons

#25 Engineering hire • Implemented technology for Warby Parker’s first ten retail stores—included: point-of-sale, phone routing, and computer systems • Increased checkout speed by 15% by optimizing the network connection between point-of-sale tablets and wifi access points

• Led consultancy and technical architecture for SMBs deploying Apple technology; +$3 million per year • Partnered with flagship Apple Store for a launch event focused on macOS for business; attendance exceeded 100 tech executives

Provide repair and trouble isolation on Apple hardware and software components (Apple Hardware/ Software/ Mobile Device iOS). Led certified training of Apple Technology for Enterprise Customers. • Advanced hardware troubleshooting and repair on portable and desktop computers. • Software diagnostic on UNIX based operating system utilizing command line shell scripts.

Zoetic Dance, established in 2001, is a non-profit dance organization committed to the presentation of innovative, athletic and dynamic dance performance and programming in Atlanta, GA. The work of Zoetic embodies the feminine spirit through movement and dance. Collaboratively we celebrate women's diversity, strength, beauty, complexity and vigor through inclusive performance and education initiatives.

Provided Tier 2/3 level Wireless Technical Support, engaging in direct troubleshooting for Enterprise and Strategic Business Customers. (Cisco Router Configuration, Wireless WAN, Mobile Device troubleshooting and Enterprise VPN) • Collaborated in authoring the workflow of troubleshooting a 4G wireless issue in the Southeast United States. • Effectively engaged in Executive level troubleshooting conference calls, which improved customer uptime significantly over a 6-month period.

Harvard Business School CORe (Credential of Readiness) is a 100-hour, 9-week online certificate program on the fundamentals of business from Harvard Business School. CORe is comprised of three courses - Business Analytics, Economics for Managers, and Financial Accounting - developed by leading Harvard Business School Faculty and delivered in an active learning environment based on the HBS signature case-based learning model. • Business Analytics: Used statistical analysis to answer real business problems • Economics for Managers: Applied economic principles to business decision making • Financial Accounting: Built and analyzed financial statements

• Computer and Software Engineering • Objected-Oriented Programming in Software Design (Java) • Operating Systems

The altMBA is an online leadership and management workshop. Each session of the workshop is led by a cadre of coaches, who engage with students in individual and group work. During the workshop, each student publishes the results of the 13 assigned projects on the public altMBA site.

• Deans List • Presidential Scholarship • Department Chair Recognition