Senior Product Manager
ADP
Oct 2016 - Jan 2019 (2 years 4 months)
• Built the first tax self-service tool from ADP’s small business product from discovery to launch. Discovery included customer interviews, competitor reviews, data analysis, and user experience testing. Product aimed to lower its categorically call volume and downstream tax errors for clients, leading to lower operating costs and higher customer retention.
• Built the new tax notice and amendments page that allows employers to upload and view current and historical tax notices they receive from federal, state, and local jurisdictions. This new page is forecasted to significantly reduce critical call volume.
• Constructed a monthly data insights report that included client counts, ancillary product usage, feature penetration rates, NPS scor