Shannon Miwa

BPO Manager

  • Lead designer
  • User research
  • Design work
  • Herding cats
  • Production CSS
  • Client collaboration
  • Product rollout

I served as the design lead for the ideation, design, and launch of Assembled’s first expansion product: management tooling for Business Process Outsourcing (BPOs), essentially third party providers. This product was the first of it’s kind in the workforce management space. It tackled problems competitors did not, and allowed Assembled to maintain existing clients, sell to new ones, and compete on an enterprise level.

Team

  • PM
  • 6–8 Engineers
  • SME
  • Account manager
  • PMM
  • Many, many client stakeholders

Product Impact

  • Maintained churn-risk Stripe as a major client, strengthened relationship
  • Onboarded Robinhood and expanded product capabilities
  • Onboarded new clients and upsold existing ones
  • Helped land 1M Salesforce contract as proof of concept for co-developing with clients

The BPO manager launched to GA with both Stripe and Robinhood fully onboarded and several other customers lined up. It also launched a new era of Vendor Management at Assembled, growing the product well beyond the scheduling functionality, and was a key selling point for pulling in even larger clients to work with like Salesforce.