07/20/22 · Colorado Springs, Colorado · Creative Market is the premier marketplace for selling design assets, but in mid-2021, years of focusing on other priorities had left key aspects of the seller experience neglected, slowing the rate of new sellers being added to the platform. By approaching the problem holistically, I was able to plan and execute a strategy that increased the rate of new sellers by 600%, adding the most sellers per month seen in the 10-year history of the company.
04/02/20 · Dallas, Texas / Noida, India · In 2018, Monotype’s support team expanded in both number and geographic footprint. Response times were getting faster, but customer feedback showed the quality of responses was not meeting expectations. In late 2019, we ran a workshop to identify where we could improve processes leading to changes that drove “Time to Resolution” down 30% while lifting customer satisfaction scores 20%.
03/13/20 · Dallas, Texas · FontShop.com had won a slew of design awards for their latest redesign, but after a series of resource changes, the site was starved for attention, and the experience of purchasing was proving difficult for users. I stepped in as the business owner for the site in 2019 and implemented a UX strategy that lead to a significant in lift in conversion and our first signs of growth in eighteen months.
01/27/20 · Dallas, Texas · Over fifteen years of iteration, FontExplorer X became the de facto font management software for serious typographers. But each release had ramped up the learning curve, driving users to seek simpler offerings. Working with stakeholders across our organization, I devised a strategy for a new release that exceeded our projections for the year and beat previous version sales by 18% over the first 90 days.
Committed to the outcome, not any one solution.
Product Leader, Strategist: These selected problems represent growth. I led each project with a cross-functional approach backed by ad hoc learning, driving each to sustained results.
Director of Product
Creative Market / Dribbble, USA, 2021–Present
Focused on the success of sellers on Creative Market. Led product, design, and engineering teams on projects that significantly impacted marketplace sales.
Director of Customer Analytics & Insights
Monotype, USA, 2017–2021
Working with UX, product, and sales teams to better empathize with our customers. Influencing strategy through analyses of the font market and its customers.
Monotype, USA, 2014–2021
Led FontExplorer X desktop software products, as well as FontShop.com and Linotype.com e-commerce channels. Previously: SkyFonts, Gridset, Typecast.
Mark Boulton Design, UK, 2012–2014
Led a talented team of designers working on web projects for CERN, Al Jazeera, and ESPN. Created Gridset, a web application acquired by Monotype in 2014.
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