Kristine Miley
Director of Product Management · AI-Enabled Products · CX & Operational Excellence
Professional Summary
Results-driven director of product management with 15+ years of experience building scalable products, platforms, and systems across SaaS, fintech, DTC e-commerce, and community ecosystems. Combines product leadership with hands-on vibe coding — using Lovable and Claude to ship working prototypes, AI agents, and internal tools that turn member insights into shippable product before a single eng ticket is filed. Expert at translating Voice-of-Customer (VoC) insights into data-driven product roadmaps, launching AI-powered tools, and architecting operational infrastructure that accelerates growth and reduces churn. Certified ScrumMaster with expertise in OKR setting, stakeholder alignment, go-to-market execution, and product analytics.
Vibe Coding Highlights
- Regional Leader Member Portal — Vibe coded end-to-end in Lovable; role-gated dashboards, 28-day property challenge tracker, leads pipeline, and webinar funnel (Zoom + GHL) equipping regional leaders to drive boots-on-the-ground lead generation.
- AI Member Coaching & Voice Simulation Bot (ElevenLabs) — Lets members rehearse high-stakes business conversations out loud in a safe environment.
- AI Customer Sentiment Analyzer (Claude + Close CRM) — Aggregates onboarding calls, support tickets, and NPS into a single signal feed for roadmap prioritization.
- Member Lead Outreach Tracker — 7-day sprint dashboard giving regional leaders a way to pressure-test the new member lead workflow before network-wide rollout.
- Scheduled Agents — Daily Close CRM activity extracts and weekly Monday.com PaceGPT resolvers refresh team reporting automatically.
- Internal CX/Ops Dashboards — Single pane of glass on member health, replacing scattered spreadsheets across cross-functional teams.
Professional Experience
Director of Product Management
New Reach · Tempe, AZ
Mar 2026 — Present
- Architecting a next-generation product ecosystem from the ground up, leveraging member insights and behavioral data to develop tools that deepen engagement across the full member journey.
- Vibe coded the Regional Leader member portal in Lovable — role-gated dashboards, a 28-day property challenge tracker, leads pipeline, and webinar funnel (Zoom + GHL) — equipping regional leaders with the infrastructure to drive boots-on-the-ground lead generation in local markets.
- Built an AI customer sentiment analyzer (Claude + Close CRM) that filters by program week to separate members from prospects and aggregates onboarding calls, support tickets, and NPS into a single feed of friction points guiding roadmap prioritization.
- Vibe coded an AI member coaching and voice simulation bot using ElevenLabs, letting members rehearse high-stakes business conversations out loud in a safe environment before they matter most.
- Designed and launched a Voice-of-Customer (VoC) system translating member feedback, support signal, and engagement data into quarterly roadmap priorities — closing the loop between what members say and what gets built.
- Established product discovery frameworks — user story mapping, jobs-to-be-done analysis, A/B testing protocols — paired with vibe-coded prototypes to validate features before full development cycles.
Director of CX & Product
New Reach · Phoenix, AZ
May 2025 — Mar 2026
- Drove 22x community growth: scaled Discord from 500 to 11,000 members and Delphi AI platform from 400 to 25,000 users through redesigned onboarding funnels and engagement programs.
- Replaced vanity activity-based KPIs with outcome-driven metrics tied to retention, member lifetime value, and product adoption — improving executive visibility into true product health.
- Built Voice-of-Customer feedback loops integrating survey data, support analysis, and usage analytics to surface product friction and inform iterative platform improvements.
- Led Product Excellence Council aligning Product, Engineering, Finance, and CX stakeholders around a shared product roadmap, sprint priorities, and quarterly OKRs.
- Reduced average onboarding time-to-value by redesigning the member activation sequence and implementing automated milestone-based nudges.
Director of Operations
Nominal · Phoenix, AZ
Jun 2024 — Apr 2025
- Led end-to-end operations for an eight-figure DTC jewelry brand, owning the CX, fulfillment, marketing ops, and product launch functions.
- Designed and deployed automation systems saving 20+ hours per week across teams using Zapier, Slack Workflows, and Asana, improving cross-functional visibility and accountability.
- Implemented defect tracking and 3PL workflow automation to enhance SLA compliance and provide real-time fulfillment visibility to operations and executive leadership.
- Launched a crowdsourced ideation pipeline generating 100+ validated product and content ideas per quarter, directly feeding into the product development backlog.
Program Manager
Serta Simmons Bedding · Phoenix, AZ
Jun 2022 — Jun 2024
- Launched three inside-sales programs generating $2M+ in first-year revenue, driving product adoption across new customer segments.
- Automated the referral program end-to-end, increasing partner participation rate while eliminating manual tracking — reducing ops overhead by 15+ hours/week.
- Built a liquidation portal reducing product waste, improving inventory recovery rates, and creating a new revenue channel.
- Redesigned Contact Us flows and IVR experience, measurably improving first-contact resolution times and customer satisfaction scores.
- Co-led enterprise Salesforce CRM and AI tooling rollout supporting data-driven sales decisions and improving pipeline visibility for a 200+ person sales org.
Supply Chain & Vendor Operations Manager
Tuft & Needle · Phoenix, AZ
May 2021 — Jun 2022
- Managed nine manufacturing partners and multiple 3PL providers to support rapid fulfillment scale during peak growth periods.
- Built vendor performance dashboards improving real-time inventory visibility and issue escalation speed across the supplier network.
- Secured carrier capacity for BFCM season, enabling the company's first-ever 100% SLA performance during peak demand.
Supply Chain Analyst
Tuft & Needle · Phoenix, AZ
Nov 2018 — May 2021
- Reduced Amazon chargebacks by $500K+ through end-to-end operational redesign of inbound logistics and compliance processes.
- Expanded Amazon product catalog from 6 to 48 SKUs across multiple manufacturers, significantly increasing marketplace revenue.
- Built ASN automation improving shipment tracking accuracy and reducing late receipt penalties across the distribution network.
Customer Experience Specialist
Tuft & Needle · Phoenix, AZ
Mar 2016 — Nov 2018
- Launched a 500+ partner reverse logistics network to streamline returns processing and reduce product waste.
- Built cost models to forecast Surprise & Delight spend and optimize the CX budget against retention KPIs.
- Created B2B and wholesale fulfillment tooling, improving order accuracy and reducing manual processing errors.
- Resolved high-impact escalations and improved CX systems through systematic root-cause analysis and process redesign.
Earlier Experience
- Account Manager — Yelp · Phoenix, AZ (Aug 2015 – Mar 2016)
- Lead Admissions Representative — Everest University (Apr 2013 – Aug 2015)
- Sales Executive — PayPal (Sep 2011 – Mar 2013)
Tools & Technologies
AI & Vibe Coding: Claude (Code & Web), Lovable, ElevenLabs, Delphi AI, Cowork, Zapier, Slack Workflows, Prompt Engineering, Scheduled Agents, MCP Connectors
Integrations: Close CRM, Monday.com, GoHighLevel (GHL), Jotform, Zoom Webinar, Kajabi
Product & Dev: Agile/Scrum, Product Roadmapping, A/B Testing, API Integrations, Jobs-to-be-Done
Analytics & BI: Looker, Metabase, Amazon QuickSight, SQL (Intermediate)
CRM & Support: Salesforce, Close CRM, Gorgias, HubSpot
E-Commerce & Ops: Shopify, Asana, 3PL Platforms, IVR Systems
Core Competencies
Education & Certifications
B.S., Public Administration (Minor: Business Administration) — Northern Arizona University, Flagstaff, AZ · Dec 2017
Certified ScrumMaster® (CSM) — Scrum Alliance · Six Sigma White Belt — Global Six Sigma USA · Asana Ambassador · Contentsquare Certified
Volunteer Leadership
- Co-Chair, Patient Advisory Council — Mayo Clinic: Lead continuous improvement projects to enhance the patient experience, applying product thinking to healthcare UX challenges.
- Member Training Committee — Junior League of Phoenix: Support member development through leadership training initiatives and community engagement programs.