dylan

jackie

Product / Project / Operations Management Professional

Intro

Who is Dylan Jackie?

Meet Dylan

Dylan is a dynamic and inventive leader, adeptly navigating the realms of operations management, product strategy, quality assurance, IT, project leadership, user experience, and continual enhancement. With a decade-spanning career encompassing progressive roles, Dylan's expertise shines through in each facet of his professional journey. He has demonstrated an unwavering capacity to deliver ambitious products, even within the confines of aggressive timelines and budgetary constraints. Beyond his remarkable proficiency, Dylan possesses an engaging and personable demeanor, fortified by impeccable communication skills, enabling him to forge cross-functional collaborations with internal and external stakeholders on pivotal initiatives.

With an MS in Agile Project Management from Northeastern University, a BA in Graphic / Information Design from Central Connecticut State University, and certifications from General Assembly and Apple, Dylan's commitment to education and professional growth is evident. His journey showcases a relentless pursuit of excellence, a passion for innovation, and an unwavering dedication to bridging the realms of design, technology, and strategy. Connect with Dylan on LinkedIn to delve into his inspiring journey and witness firsthand the profound impact he has made in the realms of operations, project management, product management, and user experience.

Hire Him

Dylan is actively searching for a job in Product / Project / Operations Management and is open to relocation and remote working opportunities. Click Here to download a current copy of his resume and use the links above to get in contact with him.

Experience

What qualifies him to join your team.
2021 - 2023

Senior Operations Manager

Back Market

Brooklyn, New York

Spearheaded the establishment of the U.S. Innovation Lab at Back Market, driving adoption of best quality practices across 1,000+ domestic and global sellers.

Designed and implemented various software and hardware solutions that significantly improved seller capabilities and quality on the Back Market platform, resulting in a minimum 20% decrease in overall defective issues year over year.

Offered direct, hands on support to over 25 top sellers on the Back Market platform to drive operational excellence on warehouse management, quality repair and refurbishing and customer service.

Utilized technical skills to troubleshoot and resolve complex customer issues, resulting in a 15% improvement in customer satisfaction ratings.

Pioneered and supervised the inaugural Back Market U.S. intern program, providing mentorship to multiple interns.

2010 - 2021

Genius / Genius Administrator

Apple Inc - Apple Retail

New York, New York

Led a team of 150+ technicians, resulting in seamless solution development and superior customer service to thousands of people weekly.

Implemented process improvements that reduced timelines while improving session performance for Genius Bar technicians in order to offer repair turn around times under 2 hours.

Selected for three out-of-role corporate work experiences due to exceptional performance and commitment to continuous personal improvement through educational and certification opportunities.

2020

QA Frontline Support Role

Apple Inc - Internal Contact Support

Sacramento, California (Remote)

Provided efficient and thorough frontline support to internal contacts, resolving 90% of inquiries on first contact and maintaining a satisfaction rating of 95% or higher through effective troubleshooting and timely escalation of complex issues.

Recorded, converted, uploaded, and managed new Interactive Voice Response (IVR) prompts and hold music.

Developed onboarding documentation to ensure continued onboarding success in the future given the uncertain circumstances due to the global pandemic.

Hand-picked for an out-of-role position during COVID-19 to stabilized operations.

2018

Product Manager, Experience

Apple Inc - AppleCare Channel Service Systems

Sunnyvale, CA

Led cross-functional teams to successfully deliver multiple end-to-end product releases for Genius Bar internal applications: MobileGenius and Repair Central.

Prepared end-to-end test script development, bug reporting, and prioritization for UAT and Production Validation Testing, resulting in a 20% increase in test coverage.

Developed comprehensive documentation and Keynote presentations to communicate roll-out changes, resulting in increased understanding and informed decision making for Genius Bar staff and managers.

Leveraged technical expertise to collaborate with teams and deliver high-quality software solutions on time.

2013

Visual Design Experience

Apple, Inc. - Apple Retail Marketing

Cupertino, California

Translated across design and development languages to communicate with cross-functional teams.

Conceptualized visual design for both internal and customer-facing iOS applications, developing prototypes for use by managers, developers, and executives.

Created visual design for the initial version of the Apple Store App for iPad.

Adapted on-the-fly to a brand-new design language introduced with iOS 7 - skeuomorphic to flat design

Education

The foundation to his success.
2019 – 2020

Northeastern University

Masters of Science Agile Project Management

Boston, MA
2017

General Assembly

Product Managemnet Certificate

New York, NY
2009 – 2013

Central Connecticut state university

Bachelor of Arts Graphic / Information Design

New Brittain, CT