Nicholas Roderic Willey
Director of Product Management - Customer Service Applications @The Beachbody Company
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WORK HISTORY
Director of Product Management - Customer Service Applications @The Beachbody Company
El Segundo, CA, US
Own the end-to-end strategy and delivery of Customer Service Applications, including Gladly (email, SMS, chat, phone), AI chatbot, public FAQ portal, data-modification tools, tokenization/security systems, and a custom agent desktop that unifies multiple internal applications.Define and drive the roadmap for all Customer Service Applications, aligning weekly with executive stakeholders and leading a cross-functional team of 4 developers and 3 QA engineers—serving as both Product Manager and Project Manager.Led major technology transformations in year one, including launching Gladly (omnichannel, AI chatbot, FAQs/SOP migration), rebuilding the FAQ site, enhancing the agent portal, and integrating Shopify—initiatives that streamlined operations and improved both customer and agent experience.Delivered measurable impact by deploying an AI chatbot that deflects 30% of chat volume, consolidating 3 legacy platforms into a single UI (saving ~$200K annually), and simplifying workflows for ~50 global users through system integration and streamlined training.Influence cross-functional stakeholders (Customer Service, Technology, Finance, Compliance) and partner with external vendors (Gladly, Shopify, 3rd-party apps) to ensure seamless implementations and platform integrations.
EDUCATION
California State University, Long Beach
Bachelor of Arts (B.A.), English
SKILLS
ABOUT NICHOLAS RODERIC WILLEY
I’m a Director of Product Management with 12+ years of experience building my career at The Beachbody Company (BODi), where I started in Customer Service and grew into Product leadership. That foundation gave me a unique perspective: I understand both the front-line challenges and the technology strategies that create lasting business impact.Over the past 5 years, I’ve led the vision, roadmap, and execution for mission-critical internal and customer-facing applications, including omnichannel contact platforms, AI chatbots, MLM distributor bonus qualification, compensation, and promotion systems, security/tokenization systems, and distributor-facing business management portals. I focus on delivering technology solutions that streamline operations, improve customer experience, and drive measurable outcomes.I thrive in cross-functional environments, partnering with executives, engineering, quality assurance, finance, compliance, training, and customer service leadership to align product strategy with business goals. I’m passionate about leveraging user feedback to guide decisions, leading digital transformations, and building tools that scale with business growth.What drives me most is creating products that not only meet business needs but also make work easier for customers, agents, and colleagues alike.
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