Heidi W.
Sr. Product Manager | Team Leader | Storyteller | Dedicated Researcher | Librarian
- Role
- Senior Product Manager at Arro Labs
- Location
- Tacoma, WA, US
- LinkedIn followers
- 500 followers
About Heidi W.
Results-driven Product Manager with an MLIS and 16 years in library software management, including 6+ years leading Agile/SaaS product development. Expert at leveraging AI and Machine Learning to deliver innovative solutions, improve customer engagement, and drive business outcomes. Skilled storyteller and cross-functional leader, translating complex ideas into actionable strategies that align stakeholders and delight users.At ProQuest and Ex Libris, I’ve owned end-to-end product lifecycle for a global eBook purchasing and library marketplace platform, leading 0→1 development of internal tools and front-end experiences. Served as the product SME and trusted advisor across cross-functional teams, driving adoption, innovation, and measurable business growth.Key Accomplishments: Scaled adoption from 150 to 553 libraries and secured 600+ customer accounts, supporting ~150k staff users worldwide. Built backend platform and service tools for order tracking, error resolution, and delivery metrics—cutting customer service resolution time by 25% and shifting operations from reactive to proactive. Optimized implementation workflows, reducing customer onboarding by 2 business days. Led API integrations to onboard 3 new content providers, projected to grow revenue by 8%. Expanded AI/ML-powered recommendation service from ~175k to 1.5M+ titles, simplifying book discovery and purchasing for librarians. Achieved 100% on-time delivery of all 2024 customer-facing roadmap goals, meeting quarterly commitments by balancing trade-offs, aligning stakeholders, and setting transparent expectations.
Experience
Senior Product Manager
Nov 2025 — Present
Senior Product Manager at Arro Labs, where I am currently leading the strategy and delivery of a marketing website for a major food production company. I partner closely with design, engineering, and marketing stakeholders to translate brand goals and customer insights into high-impact digital experiences. Focused on experimentation, analytics, and continuous optimization to drive engagement and business outcomes.
Education
University of Washington
Bachelor of Fine Arts, Metals
1998 — 2003
University of Washington Information School
Master of Library & Information Science - MLIS, Library and Information Science
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