Sophie Pontipiedra Thollot
Professional Services Offering
Sophie (she/them) ��
���Product Person | Author�Founder of Margins
�Table of Contents�I. About Me�II. My Approach �III. Case Studies�IV. Offering
�
Hi, I’m Sophie. I like to create things.
I help construct products, teams, programs, and partnerships for tech & media companies. I’m also a published author and performer.
I’m a continuous learner and collector of exciting experiences. This looks like: a patient engineering manager intro-ing me to my terminal and deploying a fix in production; an early morning very public live Twitter escalation by none other than Chrissy Teigen herself; representing at a DJ battle in Brixton; mentoring a recent career transitioned dev and working with him to actualize his goal of being a lead!
A principle I abide by is, “navigating the world on the precipice of a smile.” You’ve received this presentation because you may be a candidate to deliver the exceptional experiences I’m on the watch for. Let’s see if we share a common problem or passion.
Your Problems x My Solutions
Are you: � * Wanting to launch a new product line and refine your vision? � * Growing fast and need to build a new ops, product, or support team? � * Losing clients and struggling with your NPS and AARRR funnel?� * Struggling with employee satisfaction and change management?� * Wanting to implement Agile practices or OKRs?� * Emerging in a new market and need partners, sales, or ops process?� * Need team processes, tooling, or training?��I solve these types of issues by defining what measures to take.�I deliver structured, metric driven & collaborative results; stories exposing compelling insights; and create teams whose structures and members go on to individual success.�
Sectors & Skills
🚀 Quick Links | View my CV | Career history article | LinkTree | 🚀
Sectors �SaaS & cloud services, Media, arts, & culture, E-commerce & marketplaces, Logistics & distribution, Big data, Non-profit organizations ��Skillset�Product, program, team management, Conflict resolution, Organizational restructure, Agile transformation, Provider relationship management, Knowledge base, Team Structure, DEI, Data analytics management��Toolkit �Atlassian Suite (Trello/Confluence/JIRA), ProductBoard, Miro, Figma, Notion, Salesforce, Webflow, Typeform, Airtable, Zendesk, Uservoice, Pipedrive, Aircall, RingCentral, Stripe, Photoshop, InDesign, Illustrator, MS Office Suite, Medium, TikTok, Wordpress, Google Analytics, Hotjar, Postman, Indicative, Hubspot, Squarespace, Wix, PhantomBuster
Languages �SQL - intermediate; JQL - intermediate; HTML/CSS - beginner; Python - elementary; Linux/Unix - proficient; JSON/XML - proficient; �English - maternal; French - bilingual/fluent; Tagalog - working proficiency �
What I Do
You need to drastically reduce churn rates,
redesigning a new website, page, or feature,
or creating/managing ops or support teams.�
My Approach to Product Management
A Product Manager is:� * The voice of the customer.� * Intersection of� tech/biz/design.� * Some call the CEO or the� janitor of the product.� * Responsible for release and� success of products.
As a Product Manager, �* I orchestrate product feature releases cross-functionally, using the product vision, roadmaps, and lifecycle process. �* I keep in mind that a product’s downfall is often due to�waterfall development and under-investment in user research.
My Approach to Defining Product Direction
Goal setting frameworks�* Product goals and OKRs must be connected to the ultimate company vision and mission statement. ��* This is part of what I mean by making a series of choices that lead us to the ultimate potential.
* S.M.A.R.T goals, which are: specific, measurable, achievable, realistic, and time-bound, help achieve that. �
OKR Infographic courtesy of Atlassian
My Approach to Making a Team
Recruitment�* Equitable: Fair interview process, salary� transparency, parity.�* Methodical: automated & timely recruitment� pipeline, consistent mission statements, and� analytical candidate scoring & method (STAR).� �Team Objectives & Culture�* Team members roles and jobs are meaningful and in line with the company mission.�* Strong, structured onboarding�* Autonomous members who define and share goals (30/60/90 feedback, continuous learnings, 1:1s)�* Extreme empathy in management and trust. �* A culture of continuous respectful feedback.
My Approach, Abridged
Study Themes
Case Themes �I. AARRR funnel project�II. Partner strategy �III. Products & Sites�IV. Currently�
�Problem Statement�A quarter of the calls that come in from merchants tell us that they want our couriers to stop entering their establishment.�- Research study finding
Why? �Merchants refused to serve us because customers complained about quality, and the presence of our agents disrupted their in house clientele. ��How to fix it?�User research and building a program to solve and de-escalate. Operationally: Run a restaurant survey. Quantify their problems. Experiment with an early adopter solution. Wait. Get feedback. Save a sale. Repeat. Expand customer base. Eventually, train 10 other people to do the same thing, in places all over SF to implement the same practices nationally. ��Who For? �Merchant Partners exclusively, focused on those who were about to churn. Customers of the restaurants who rated less than 2 stars. Couriers who were losing job satisfaction & morale. ��What Happened? �We saved the city. No, we saved partnerships, increasing merchant retention, customer NPS scores, and courier satisfaction. Not to mention, Postmates all over the country to get free swag because they were core ops fixes. We eventually got to work with our team over at Business Development because we got good at generating pre/up sells & market research!
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Problem Statement�“I don’t understand your way of working on Salesforce. The platform bugs frequently users are blocked from shipping products to distributors. Outages aren’t on the status page and this violates the SLA.”�- EMEA Partner quote
Why? �We built a custom software solution for a logistics & distribution network, and released the product which didn’t meet the release exit criteria. ��How to fix it? �Audit the process flow including the: product, system, and knowledge base. Operationally: Recuperate GS1 UK’s complaints, talk to the Tesco agents on the ground. Monitor the actual percentages of service outages. Translate some hard tech language (APIs) in terms that their agents will understand. Set up your relationship with the tech squad to squash bugs in real time to meet SLA, and make a Slack channel to track. ��Who for? �Our new partner: GS1 UK, and Tesco, their new key account. Also, the software end users on the ground who ensured product data matched EU quality standards. ��What Happened?�We released early iterations before we were ready because we relied too much on automated testing. We took Agile processes to the extreme, and delivered constantly, but work that did not pass Acceptance criteria. We didn’t sync with internal Support, or set up a feedback loop for outages. We didn’t give our new partners enough training to help them give support to others.
Product Case Studies
A goal of mine is to create a new generation of accessible and gorgeous products using my passion for design. ���The following case studies take you through products & projects I’ve launched and designed. �Using various site builders and vector graphics editors, and prototyping tools for each site. I believe that redundancy occurs when one stops learning new tech, experimenting, and seeking innovation.
New Product Launch��Roadmapping and launching new Product Lines for PhantomBuster - Quarterly example
I orchestrated the release >10 new workflows, integrations, and automations over a quarter. After our first major workflow launch, we released and iterated on feature upgrades, consequently improving key metrics over the quarter, such as activation. I used product methodology structures, keeping in mind our company objectives, and communication to stay on track with our product roadmap through the quarter. I also helped implement design thinking processes, and organized cross functional rituals (demos, workshops, retros, sprint planning, etc).
E-Commerce Site Design– Project in Progress� Coolant World x SPT
Deliverable�Launch v2 of a Bay Area based b2c designer goods site and new digital art product offerings. ��Status�Design Phase. Wireframe & Mockup of home page (right��
Building an Organization� La Tech Connects�
I’m the co-founder La Tech Connects, a community of women in STEM, created in 2018. Here’s v0 of our site(below), and LinkTree (right).
Founding Communities
Margins �A collective of organizations that connect over intersectional identities. Together, we create an equitable, diverse, and inclusive world.
Personal Branding
�www.helloworldhellosophie.com�
linktr.ee/helloworldhellosophie
Resumé
Role Offering
Positions�Product Manager, Program, Operations Manager, Quality Assurance Engineer, Head of DEI, Lead Data Analyst & Scientist, Marketing Manager, Product Design, Editor, Artistic Director, CS Director,Head of Ops…���À la carte �Design & brainstorming workshops; Company presentations & exercises on DEI, product methodologies, creative writing, Agile transformation, etc.; Arts performance; Recruitment consulting & training; Ghost writing; Event host; Pro Bono 1:1 mentorship/mentee/learning exchange.
Hours & Locations
�Hours�* Standard full time (35-40h/week)�* Part time (15-20 hours/week)�* Workshop (by hour/day)�* Custom Mission (none less than >2 days)� * Contact for custom pricing
Locations�📍 Remote �📍 Partial Remote Europe(Paris)/San Francisco
Let’s chat!
🌐 helloworldhellosophie.com�🇫🇷 +06 40 60 36 43 �🌉 +1 (408) 644-5043�📧 spthollot@gmail.com�🗓 Schedule a meeting�
Sophie Pontipiedra Thollot