Jasmine Flanigan

• Manage full product lifecycle, including research & development, design, launch, and maintenance
• Ensure ongoing compliance of all client products with evolving national and international regulations
• Maintain close relationships with customers, vendors, partners, and other stakeholders throughout the product cycle
• Sustaining regular communication with essential stakeholders to guarantee the effective dissemination of product roadmap and updates

Accomplishments

• Contributed to the rapid conception, development, and launch of a Tier One client platform, betr, securing the company's largest deal with an innovative solution
• Launched the first fixed odds wagering platform in the US, strategically positioning the company as a nationwide industry leader
• Lead the successful launch of Apple Pay for a tier one client, now representing 43% of client revenue, driving significant business impact
• Selected to collaborate with the Chief Growth Officer on a project driving U.S. growth, offering crucial product insights for ongoing success
• Won award for “The instrumental role she has played in creating such a positive culture in the Melbourne Office”

• Maintained a backlog of feature requests and production bugs prioritised based on customer feedback and business objectives
• Created user stories and acceptance criteria with stakeholders to ensure clarity of requirements
• Supported and trained staff members on product use and technical product details
• Conducted market research to understand customer needs and preferences

Accomplishments

• Promoted to Product Manager within one year
• Implemented PayID which been a preferred method of deposits for users for multiple clients
• Began the planning and execution of a recurring cultural event, successfully establishing it as a regular occurrence within the organization

• Mobile apps remit included: data reporting apps, online ordering apps, order receiving apps and driver tracking apps
• Managed the workload of an international team comprising of 6 developers and 2 testers
• Reported directly to the General Manager
• Created, built and executed the product vision and roadmap of the mobile apps
• Partnered with software development team to design custom applications and trackers to meet client needs
• Ensured stakeholder communication was timely and efficient

Accomplishments

• Reinvented and remarketed an outstanding driver app product that allowed owners to track delivery drivers improving uptake of the app by approximately 50%
• Developed additional customer engagement features (push notifications, driver tracking, upselling) resulting in an increase on average of 15% app sourced revenue YOY.
• Implemented new procedures that decreased app release time by approximately 40% YOY
• Improved morale and increased output efficiency of the team by implementing virtual team bonding sessions

• Conceptualised, developed, and executed the product vision and roadmap
• Engaged with multiple technical teams to uphold a high standard of technical expertise
• Collaborated closely with the marketing team to drive the promotion of new features
• Conducted thorough competitor research to acquire current market insights

Accomplishments

• Achieved prompt implementation of a contact free delivery feature, crucial during rapidly evolving COVID lockdowns

• Managing a team of 16 customer support staff, including performance reviews and staff hire
• Budget accountability for the Customer Support team
• Provided the final customer escalation point for level 2-3 technical support
• Assumed responsibilities for sales, accounts, hardware management, and general office operations as needed
• Lead the installation team in the onboarding all new clients
• Installed and implemented hardware and software for key client accounts
• Built and maintained relationships with key client accounts, suppliers and potential clients
• Created operational protocols and customer service processes to improve staff performance
• Travelled to the international office to create relationships and provide training to the offshore team

Accomplishments

• Initial staff member to travel internationally to our Philippines office
• Greatly assisted in the successful implementation of offshore technical support which was planned to reduce costs by approximately $400,000 annualised
• Over course of tenure, client base had increased from 658 to 1082 with total revenue increasing 47%
• Optimised processes within the customer support team, resulting in the ability of a larger pool of client accounts per support team member
• Enhanced support processes resulting in a 23% improvement in solution speed from time of first customer contact
• Project managed all client onboarding with numbers increasing from an average of 12 to 75 concurrent projects

• Conducted daily income reconciliation
• Supported the Accounts Manager in daily tasks using Xero
• Managed general administration duties for the office
• Installed, repaired, configured, and provided support for OS & POS software
• Coordinated staff and client requirements for new installations
• Repaired, configured, and supported POS hardware (terminals, tablets, printers, scanners, PDEs, versaterm tills, and cash drawers)
• Configured network and communication settings to meet client needs
• Collaborated with various POS systems and facilitated third-party integrations

Accomplishments

• Becoming the hardware repair technician through self-training reducing costs to the company
• Implemented procedures to the hardware implementation of all new clients

• Proactively maintained, updated and supported the POS hardware and software
• Created and maintained staff rostering including taking into account staff and business requirements
• Managed breakfast, lunch and dinner services throughout course of tenure
• Collaborated with Functions Manager to ensure efficient staffing for functions setup, pack down and customer service
• Maintained a staffing position on a casual basis for one year after manager position ended

Accomplishments

• Achieved a 10% reduction in staffing costs through strategic roster adjustments
• Assumed a training role, instructing fellow staff members in the intricacies of the POS system backend