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Senior Product Specialist
Twin Health
Total years of experience :12 years, 10 Months
• Defined and maintained product roadmap aligned with business goals, improving patient outcomes by 15% through 12+ prioritized feature releases.
• Owned and prioritized product backlog using JIRA, enabling 10+ cross-functional sprint deliveries quarterly with 95% on-time completion.
• Conducted user research and feedback sessions, translating insights into 20+ actionable user stories, boosting CSAT by 10% and engagement by 25%.
• Collaborated with engineering, customer success, and product teams to triage issues, reducing critical incident resolution time by 30%.
• Led UAT and regression testing cycles with QA, achieving 98% defect-free releases and enhancing platform reliability.
• Tracked KPIs (adoption, CSAT, engagement), driving data-informed decisions that increased user retention by 20%.
• Developed automated dashboards, cutting reporting time by 40% and providing real-time insights for 50+ stakeholders.
• Facilitated cross-functional discovery sessions, aligning OKRs with strategic objectives and influencing 5+ feature enhancements.
• Created SOPs and product documentation, reducing onboarding time by 25% for internal teams.
• Supported quarterly planning with leadership, contributing to a 10% uplift in operational efficiency.
• Performed competitive analysis to identify market trends, shaping product strategy and feature prioritization.
• Led a 20-member support team, resolving 500+ weekly queries, improving NPS by 15% through optimized workflows.
• Liaised with product and engineering teams to address bottlenecks, enabling 3 key feature rollouts that boosted adoption by 10%.
• Created JIRA tickets with technical insights, supporting 10+ roadmap planning sessions and reducing resolution time by 20%.
• Monitored feedback loops and dashboards, driving product-level resolutions that enhanced user experience.
• Developed training materials and SOPs, reducing support escalations by 25% across teams.
• Conducted competitive benchmarking, contributing to a 5% increase in market competitiveness.
• Collaborated with partner brands to gather feedback, driving 10+ product improvements that increased user engagement by 20%.
• Proactively resolved service concerns via outbound calls, enhancing customer retention by 15% and trust in digital platforms.
• Addressed digital product inquiries, supporting 97% uptime during high-traffic events through effective troubleshooting.
• Conducted call quality audits, ensuring 90% compliance with service standards and reducing escalation rates by 20%.
• Partnered with logistics and operations teams, optimizing fulfillment processes to improve efficiency by 10%.
• Analyzed user data to support early-stage roadmap contributions, influencing 5+ feature enhancements.
• Resolved 300+ monthly customer issues via multiple channels, achieving 90% SLA compliance using Freshdesk.
• Logged queries in CRM, ensuring 95% follow-up resolution within 48 hours.
• Participated in QA reviews, improving support quality by 15% through actionable feedback.
• Managed 250+ weekly support cases, maintaining 85% first-call resolution rate using GCIC.
• Tracked cases to achieve 90% SLA compliance, boosting customer satisfaction by 10%.
• Provided remote troubleshooting, enhancing support efficiency by 15%.
Getting 75/75 in mathematics