Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic
Joel Hobgood

Joel Hobgood

Taylors,SC

Summary

Passionate about serving people. Four years of project management and professional services experience in a startup environment. Well-versed in operations, product and project management, customer experience and technical implementation. Love taking systems and ideas apart and putting them back together and leaving things better than I found them. SaaS tech is my jam.

Overview

4
4
years of professional experience

Work History

Product Manager

AmmoReady.com
06.2023 - Current
  • Initiate product development needs driving by a customer-centric perspective, including third-party partner integrations such as vendor catalogs, POS systems, compliance software, along with guiding and prioritizing hot fixes and platform maintenance and services into our tech stack to serve nearly 1000 clients and feed over 200,000 vendor-warehoused products to their storefronts as they process hundreds of orders daily and ~$100M in sales revenue annually.
  • Work closely with development team on sprint planning (Confluence) in order to enrich platform capabilities and deliver seamless integrations for platform users, including most recently new proprietary billing model build and implementation and new calculated shipping service integration in the cart via EasyPost
  • Responsible for all operational workflows for our Onboarding, Development, and Support processes utilizing CRM (Pipedrive) and product management tools (Jira) and Agile product management principles
  • Oversee implementation team and Onboarding operations to ensure smooth onboarding and website and account setup for clients tailored to their individual business needs and goals, having reduced new client Onboarding lead time from 21 days on average to under less than 7 days within first 6 months
  • Direct Support team and customer support initiatives to address client concerns quickly and efficiently (Intercom), prioritizing the voice of the customer when considering platform development and roadmap planning needs, while reducing median initial response time by 56% and median ticket time to close by 50% within first 6 months

Implementation Manager

AmmoReady.com
02.2022 - 06.2023
  • Managed client communications and oversaw the onboarding process for over 500 clients, ensuring timely implementation of provisional services based on established expectations during welcome call
  • Assisted Support team in addressing escalated issues promptly, documenting complex issues for development involvement as needed
  • Optimized project management systems and processes for maximum efficiency
  • Coordinated with client senior management on strategic implementation of additional platform services, acting as their primary strategic and product expert for their ecommerce needs
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.

Implementation Specialist

AmmoReady.com
01.2021 - 02.2022
  • Collaborated with clients and internal teams to implement API-driven integrations and design client websites to achieve project goals
  • Delivered technical support to resolve platform and design-related issues, enhancing client satisfaction
  • Assisted the Support team daily in addressing customer inquiries and support tickets promptly, escalating complex issues to development lead
  • Coordinated with internal senior leadership on strategic implementation for clients, providing additional professional services as needed

Education

Full Stack Software Engineering Bootcamp -

Flatiron School
12-2020

Bachelor of Science - BS - Psychology

Clemson University
12-2009

Skills

  • Operations
  • Product Management
  • Team Management
  • Customer Experience/Support

Timeline

Product Manager

AmmoReady.com
06.2023 - Current

Implementation Manager

AmmoReady.com
02.2022 - 06.2023

Implementation Specialist

AmmoReady.com
01.2021 - 02.2022

Full Stack Software Engineering Bootcamp -

Flatiron School

Bachelor of Science - BS - Psychology

Clemson University

Similar Profiles

CREATE PROFILE
Joel Hobgood