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Ian Lundy

Ian LundyIan LundyIan Lundy

Product Manager Portfolio

As a Product Manager, I have implemented user-facing features and optimized critical business processes.  Features I have owned have resulted in increased efficiency. Processes that  I have reengineered have resulted in major cost savings. I am committed to owning the entire software development lifecycle. I liaise with stakeholders. I document requirements and oversee all project artifacts. I facilitate agile ceremonies. I engage users to identify pain points and needs, make sure I'm solving the right problems, and incorporate the feedback into the design process. I analyze data to identify trends that drive decision-making. I set metrics to measure the success of the product. I also iterate and engage in continuous improvement.  


In addition, I am able to turn data points into actionable work plans. I am comfortable with distilling complicated technical concepts into language that multiple audiences can understand. I collaborate  cross-functionally with interdisciplinary teams to nail strategic objectives. I manage stakeholders to ensure alignment and effective communication. I also use metrics to drive conversations and make decisions. 

recent projects

Chatbot Implementation

Requesting Complimentary eBooks

Requesting Complimentary eBooks

I implemented a chatbot on a Canvas Learning Management System (LMS). It provided help desk support to students and instructors throughout their user journey. As a result, I increased user satisfaction by being where the customer is when they need help.


  • Reduced the number of Customer Support agents from 99 to 33
  • Lowered Customer Support contact volume by 25% 
  • Reduced Customer Support agent handling time by 22%
  • Facilitated user self-service 

Requesting Complimentary eBooks

Requesting Complimentary eBooks

Requesting Complimentary eBooks

I reengineered the process of requesting free copies of our eBooks so that the content was accessed in our inhouse reader, as opposed to third-party platform. Instructors needed to request free copies to determine whether they wanted to adopt the book into their course. By taking this digital-first approach, I was able to reduce vendor access fees and make the user experience more efficient and cost effective. 

 

  • Saved $3.8M in vendor access fees by viewing content on proprietary platform rather than third-party tool
  • Reduced shipping costs by $400K by fulfilling access to eBooks digitally rather than physically
  • Provided instant digital access to the content, rather than having the instructor wait for a physical copy to arrive

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