Product Owner E-Commerce

Umar F Malik

Product Manager

Certified Product Owner with extensive experience leading high-impact projects in e-commerce and insurance domains. Proven track record in managing the complete product development lifecycle, from ideation to deployment, with a focus on enhancing customer experience and operational efficiency. Expertise in leveraging Salesforce Service Cloud, Commerce Cloud, and Guidewire ClaimCenter to drive digital transformation and fraud prevention initiatives. Skilled in data migration to AWS, Agile and Scrum methodologies, and cross-functional team leadership. Adept at defining KPIs, optimizing systems, and engaging with stakeholders to align product vision with business goals. Recognized for delivering measurable improvements in processing times, customer satisfaction, and cost efficiency while consistently achieving project milestones.

Areas of Expertise

● Product Roadmap Development

● Cross-Functional Collaboration

● Agile & Scrum Methodologies

● Risk Mitigation & Management

● Stakeholder Engagement

● Team Building & Leadership

● API Integration

● Product Backlog Management

● Strategic Planning & Execution

Technical Proficiencies

Agile-Scrum, SAFe, Microsoft Office Suite, SQL Server, Oracle, Confluence, ServiceNow, Jira, Azure DevOps, Salesforce, CMS, CRM, SaaS, AWS Cloud, Workday, FIGMA, Workday, HRIS

Professional Experience

Chubb, New York

Product Owner

Jun 2021 — Current

Strategic Product Owner in the insurance domain, driving the development and delivery of key product features to enhance policy management and claims processing systems. Led cross-functional teams to implement innovative solutions, resulting in a 25% reduction in claims processing time and improved policyholder experience. Defined KPIs, roadmaps, and collaborated with stakeholders to align product initiatives with business goals. Expert in Agile methodologies, consistently delivering high-value products that increased operational efficiency and supported the company’s digital transformation objectives.

Heightened lead retention by 64% through the integration of automation and robust pipeline management strategies.

Engaged end-users, dedicating 60% of my time to gathering insights through surveys, workshops, and beta testing sessions.

Led the development of automated policy management systems, leveraging Salesforce Financial Services Cloud and Guidewire to reduce policy processing time by 20%, improving overall underwriting efficiency.

Developed and tracked key performance indicators (KPIs) for claims accuracy and processing speed, contributing to a 12% decrease in manual errors and an 18% improvement in customer satisfaction.

Oversaw the integration of IBM Watson AI for fraud detection within the claims processing system, improving fraud detection rates by 30% and reducing false positives by 15%.

Developed and enforced fraud prevention strategies, including predictive modeling and data mining techniques, which increased the detection rate of fraudulent claims by 18%.

Amazon, New York

Product Owner

Aug 2019— Mar 2021

Product Owner responsible for delivering key MVPs for an e-commerce client using Salesforce Service Cloud and Commerce Cloud. Led cross-functional teams in executing a large-scale data migration to AWS, improving data access and system performance by 30%. Defined KPIs and roadmap strategies, achieving a 15% increase in customer satisfaction and a 20% boost in e-commerce conversion rates. Expert in Agile methodologies, consistently delivering impactful solutions that align with business goals and executive priorities.

Served as Product Owner for Salesforce Service Cloud & Commerce Cloud, driving the development and delivery of 5 MVPs in under 6 months, resulting in a 20% improvement in customer service response times and a 15% increase in e-commerce conversion rates.

Led a cross-functional team of 15+ engineers, data analysts, and UX designers, achieving a 95% on-time delivery rate of key product features while maintaining a 98% satisfaction rate from client stakeholders while under the guidance of the project manager.

Improved e-commerce operations by implementing automated workflows in Salesforce, which reduced manual customer service tasks by 25% and increased online sales processing efficiency by 18%.

Defined and tracked KPIs for key product features, including a 12% increase in user engagement and a 15% reduction in product support queries within 3 months post-launch.

Ensured 100% data integrity during the migration process, implementing AWS data security protocols and real-time access for over 500 Salesforce users, leading to a 99.9% uptime and zero critical data incidents.

State of New York, New York

Help Desk

Jan 2017 — Aug 2019

Dedicated and customer-focused IT professional with expertise in providing technical support and resolving issues for end users. Proficient in troubleshooting hardware, software, and network problems, with a focus on delivering prompt and efficient solutions. Skilled in managing help desk tickets, communicating technical details to non-technical users, and collaborating with IT teams to enhance operational efficiency. Committed to maintaining high service levels and ensuring compliance with state IT policies and standards.

Provided technical support to over 200 state employees, resolving 95% of help desk tickets within the first 24 hours using ServiceNow and JIRA for ticket management.

Diagnosed and resolved hardware, software, and network issues, achieving a 98% customer satisfaction rating by troubleshooting with tools like Remote Desktop, TeamViewer, and Microsoft SCCM.

Managed up to 50 tickets daily, utilizing ServiceNow to track and prioritize incidents, while ensuring adherence to state IT policies.

Collaborated with IT teams to improve ticket prioritization processes in ServiceNow, reducing the overall ticket backlog by 30%.

Reduced average resolution time by 20% through the creation of step-by-step troubleshooting guides for common issues.

Assisted in the rollout of state-wide software updates, ensuring 100% compliance across departments within set deadlines

Education & Credentials

Bachelor of Computer Science

Certified Scrum Product Owner (CSPO)

POPM - SAFe 6.0

*********.*@*******.*** +1-630-***-****

NYC, NY

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