Shane H.

About Shane H.

As a seasoned technical support professional and product owner, I am passionate about driving product improvements and enhancing user experience across all touchpoints. With experience leading teams and resolving complex customer issues, I strive not only to address immediate problems but also to identify root causes and implement lasting solutions that enhance our product offering.In my role as Product Owner at FoodLogiQ, I work closely with cross-functional teams to transform high-level use cases into actionable user stories, keeping our development backlog continuously refined, prioritized, and aligned with business and customer needs. This role has deepened my commitment to delivering incremental value through feature releases, fostering a culture of innovation and transparency, and making strategic product decisions that support both user and business growth.As a Technical Support Team Lead at Trustwell, I oversee the day-to-day operations of the Technical Support Team, providing direct supervision to ensure timely, professional resolutions for customer inquiries. My responsibilities include creating support materials, monitoring team performance, reporting on KPIs, and collaborating with internal teams to escalate issues as needed. My previous roles at FoodLogiQ and Lyft further honed my skills in technical troubleshooting, customer communication, and product improvement, where I worked to resolve issues, identify product enhancement opportunities, and streamline processes.Throughout my career, I have developed a strong background in customer success, coaching, and documentation, understanding the importance of managing customer expectations for high satisfaction. I have a knack for communicating technical concepts to non-technical stakeholders and am dedicated to creating an open and supportive environment where knowledge is shared, and continuous improvement is encouraged.

Experience

1. Product Owner

   Trustwell

   Jul 2023 — Present · Raleigh, NC, US

   Translated high-level use cases into detailed user stories with clear acceptance criteria, ensuring alignment between product vision and development execution- Led backlog grooming sessions, consistently refining and prioritizing the team backlog to maximize business value while balancing complexity and stakeholder expectations- Provided daily guidance to the product development team by clarifying desired user behavior and prioritizing tasks, resulting in enhanced efficiency and alignment with project goals- Adapted project scopes, timelines, and resource allocations in response to emerging requirements and risks, ensuring timely and successful project delivery- Championed a collaborative and innovative culture within the team, taking ownership of key product decisions and fostering an environment of transparency and teamwork- Delivered measurable and incremental features to customers at regular intervals, driving continuous improvement and enhancing user experience- Managed and tracked product development tasks and milestones using JIRA, ensuring seamless coordination between cross-functional teams and timely resolution of issues- Collaborated with UX designers using Figma to iterate on product designs, resulting in intuitive and visually appealing interfaces that align with user expectations- Conducted extensive user experience (UX) reviews on new features, providing actionable feedback to design and development teams to ensure the product meets user needs and exceeds usability standards.

Education

• Appalachian State University

  Bachelor of Science, Criminal Justice

  2007 — 2011

• University of Mississippi

  Master of Arts, Higher Education Administration/Student Personnel

  2012 — 2014