Product Operations Manager

Gwen Goins

Experience

Amazon Web Services — Product Operations Manager

Jan 2024 – Mar 2026

Designed and executed a regional adoption strategy for APJ, conducting root cause analysis and building a phased stakeholder engagement plan that increased automation adoption from 29% to 71% — from lowest-performing region to on-target — by end of year
Led go-to-market strategy for the AWS lead management platform, coordinating launches across 20+ cross-functional stakeholders and 1,000+ users, achieving zero-disruption deployments through UAT testing frameworks across seven product releases
Built and managed a voice-of-customer program through quarterly surveys and stakeholder interviews, synthesizing findings into 15+ structured recommendations that informed 6 major product releases and resolved 37–49% of support tickets across three portfolios
Owned enterprise-wide communication strategy for a platform transition serving 20,000+ global users, developing executive-ready messaging at CMO and VP level
Led a four-month cross-departmental transformation across 17 functions, designing a four-session workshop curriculum and building decision frameworks adopted across global teams
Eliminated 18.5 hours of monthly ticket processing by identifying root cause of misdirected support volume and partnering with CRM to address it at the source

Sep 2021 – Dec 2023

Led a user research initiative across 4 global regions, identifying 11 feature enhancements that reduced agent workflow steps by 35%
Created product documentation — feature glossaries, user guides, operational playbooks — enabling self-service adoption and reducing support ticket volume by 30%

Projects

Education

NYU, M.P.S. Interactive Telecommunications Program, 2025–2027 (in progress)
Vanderbilt University, B.Sc. Engineering Science, Minor in Computer Science, 2017–2021

Certificates

AWS Certified Solutions Architect – Associate, AWS Certified Cloud Practitioner, AWS Certified AI Practitioner