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
Provided exceptional customer service and technical support at the Genius Bar, addressing customer inquiries, troubleshooting problems, and delivering effective solutions to hundreds of Apple customers 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.
Retained accurate records of customer interactions, appointments, and inventory, utilizing organizational and data management skills.
Provided administrative support for dozens of training programs a year, ensuring team members were up-to-date with the latest technologies and service protocols.
Upheld a high level of confidentiality when handling sensitive information related to customers, team members, and store operations.
Contributed to a positive and collaborative team atmosphere, assisting colleagues in resolving complex technical issues and ensuring a seamless customer support experience.
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