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Rad Power Bikes is North America's largest electric bike brand, and we build bikes for everything and everyone. The Rad brand is building a world where transportation is energy-efficient, enjoyable, and accessible to all.

Senior Manager, Digital Product Management

2021 - Present

My leadership focus and success are being achieved with an emphasis on the target business outcomes for our digital experience objectives, organizational structure, and processes.

I am leading our Digital Product Management team to plan, design, develop, and manage our digital customer experience journey. My team’s focus is on the primary OKRs of our digital experience; driving revenue, increasing conversions, reducing customer churn, increasing CSAT, creating customer advocates, growing lifetime value, and lowering operational cost. I’m establishing user-centered design processes through UX research, UX digital product design, and customer-insight-driven digital experience intelligence to guide our strategic roadmap.

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Service as a Product

My team is leading the strategy, design, and development for a major eCommerce initiative; Service as a Product. This digital product initiative focuses oon providing customers with eBike assembly service options during the eCommerce purchase journey. The primary success metrics are increasing conversion, average order value, service attachment rates, and improve CSAT.

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Digital Experience Intelligence

I'm leading a cross-functional team focused on the alignment, technology, and business outcomes of our digital experience. The primary objective is for the Rad digital customer experience to consistently deliver revenue growth and customer loyalty. A critical component is a Customer Data Platform (CDP) to unify the data for all our digital customer touchpoints. A CDP combined with a rich set of digital experience data allows for smarter decisions based on user experience data.

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Digital Product Management Roadmap

The digital product management strategic roadmap is guided by a customer-centric requirements, design and development process, balanced with achieving key digital experience objectives.

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