Eugene Orman
Senior Product Manager @Zendesk
Signup · Get unlimited contacts
WORK HISTORY
Senior Product Manager @Zendesk
London, GB
Zendesk is the leading AI-first customer service software used by over 160K organizations to support hundreds millions of end-users globally. I am driving the evolution of Zendesk Analytics platform with 170K monthly users. Currently, I lead the whole analytics product that is served by 5 engineering teams (24 people) and 2 designers. It incorporates the following areas: ETL, Datasets, Data engine, Dashboarding and Reporting experience. I constantly collaborate with data producers, documentation, marketing, success, sales, and executive leadership. These are the initiatives I am piloting now:1. Prompt-based reports powered by Generative AI- One of the reporting adoption barriers we aim to remove is the lack of analytical skills- We use generative AI to allow customers to create reports simply by asking questions- We expect that this will allow increasing the Explore retention by 50%2. AI suggestions and Copilot datasets- One of the new and fast-growing revenue streams is the AI add-on- We are building two datasets to enable the success rate analyses of the AI features- The aim is to increase the adoption of AI features by 100%.3. Custom objects reporting- Customers can augment their Zendesk platform by using custom objects- We have introduced custom object data to our existing datasets- Now users can incorporate this data into reports to analyse the full customer journey.4. New dashboarding experience- We completed the release of the brand-new dashboard builder last year- We are working on parity features and a legacy dashboard migration tool- The goal is to increase the adoption ratio of the new dashboard builder to 90% by the end of the year.5. Performance restoration - Enterprise organisations generate vast volumes of data, which degrade reporting performance- We introduced smart indexes, optimised data models and data retention policy- As a result, the report execution time improved by up to 40% for our largest customers.
EDUCATION
Theoretical Lyceum Orizont, Moldova
High School Diploma, Science
Aurel Vlaicu University of Arad, Romania
Bachelor of Business Administration (BA)
ABOUT EUGENE ORMAN
Building iconic products at Zendesk.I am an innovative, data-driven, user-centric and highly effective product manager. With 10 years of experience in leading product transformation within the customer experience and analytics space. Excellent in identifying customer pain points, defining product vision, setting clear goals and leading cross-functional teams. Passionate in achieving seamless user experience and delivering complex, highly technical and strategic products.Professional skills* Product management,* Product strategy & Lifecycle* Market research* Data analysis* Customer experience* Reporting & Analytics* SAAS applications* Knowledge sharing* Storytelling* UXSoft skillsTeam player, creative, goal-oriented, quick learner, flexible, empathetic and open-minded. Tech skills Data modeling, SQL, API, HTML and CSS. Tools and platformsZendesk, Atlassian, Salseforce, Pendo, Productboard, Google docs, Google Analytics, BigQuery, Looker, Tableau, GoodData, DataDog, Figma, Adobe Creative Cloud, Microsoft Office, Slack, Zoom.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.