Zoe Schagrin

Director of Engineering

St Louis, Missouri, United States18 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven executive leader with 10+ years at Amazon.
Delivered products generating hundreds of millions in revenue.
Expert in building cross-functional, high-performance teams.

Stackforce AI infers this person is a SaaS and Logistics expert with a strong focus on product management and customer experience.

Contact

Skills

Core Skills

Generative AiProduct ManagementP&l ManagementGeneral Management

Other Skills

Business StrategyPricing StrategyCross-functional Team LeadershipProduct DevelopmentCustomer ServiceQuality ImprovementCustomer ExperienceAnalyticsEntrepreneurshipValuationData AnalysisCompetitive AnalysisMarket ResearchFinancial AnalysisStrategic Partnerships

About

As a proven executive leader with 10+ years’ experience at Amazon and 18+ years in technology, I have delivered visionary customer experiences, built innovative businesses, and realized meaningful business results. I approach multilayered problems starting with the customer and work backwards to deliver better customer and business outcomes. I’ve delivered and/or exceeded against 20+ key goals aligned on by the STEAM (Amazon’s senior executive team) by successfully building and leading diverse, cross-functional teams, maintaining a high-performance culture, and relentlessly focusing on creating the right mechanisms. This has resulted in successfully delivering products from inception to hundreds of millions in incremental revenue. Director of Product Management | Strategic Leader | Building best-in-class teams | Customer-Focused | Generative-AI Leader

Experience

Amazon web services (aws)

3 roles

Director, Amazon Quick (Product + Engineering leader)

May 2024 – Present · 1 yr 11 mos

Responsible for all Q Business and Q in QuickSight experiences, including driving strategy, building new customer experiences, and defining the roadmap for Amazon Q - Amazon’s generative AI–powered assistant that can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in customers’ enterprise systems
Managing a cross-functional team across product, engineering, and design
Delivered meaningful business outcomes for our customers – reducing onboarding duration by up to 30%; increasing call capacity by up to 25%
Defined key features and positioning for re:Invent – AWS’ premier learning conference

Generative AIBusiness StrategyProduct Management

Director, Product Management, Amazon Connect

Promoted

Apr 2023 – Apr 2024 · 1 yr

Led all product teams for Amazon Connect’s communication capabilities, the leading contact-center-as-a-service technology, and one of AWS’ fastest growing businesses, supporting tens of thousands of AWS customers and more than 10 million contact center interactions per day.
Responsible for P&L ownership, long-term vision, and product lifecycle, including roadmap definition and ownership across a team of XX product managers and XXX+ engineers.
Drove the launch of five major new services and corresponding P&Ls, including announcements in Andy Jassy (Amazon CEO) 2021 Keynote address at Re:Invent as well as in the Q3 2021 Amazon.com Earnings Release. Through this effort, I defined playbook for how we go to market for new Connect capabilities.
Transformed Amazon Connect from a voice-only contact center service to a best-in-class omnichannel suite of capabilities adopted by Intuit, Adobe, Capital One, Priceline, and many others. On track to deliver $XXXM in INC revenue by delivering 75+ features, including:
Outbound Campaigns, enabling high volume ML-powered campaigns in just a few clicks. With Outbound Campaigns, you can proactively communicate with millions of customers daily across voice, SMS, and email.
Two-way SMS, making it easy to provide customer service over text-messaging.
Voice and video calling for websites and mobile applications so your customers can contact you without ever having to leave your website or mobile app, and so you have the full context about the customer and their journey.
Communications widget, an ootb, fully configurable user interface that can be added to websites and mobile apps with a simple code snippet, making it even easier to provide support for your customers using Amazon Connect.
Voice ID, Real-time caller authentication and fraud risk detection using ML-powered voice analysis

P&L ManagementPricing StrategyCross-functional Team LeadershipProduct DevelopmentCustomer ServiceProduct Management

Sr. Manager, Product Management, Amazon Connect

Feb 2020 – Apr 2023 · 3 yrs 2 mos

Leading product strategy, roadmap, and P&L for Amazon Connect, the leading contact-center-as-a-service technology, and one of AWS’ fastest growing business, supporting more than 10M million contacts per day across tens of thousands of AWS customers

Amazon

2 roles

WW Leader, Driver Quality, Amazon Flex (Last Mile Delivery)

Nov 2018 – Feb 2020 · 1 yr 3 mos

Managed worldwide driver quality for Amazon Flex, Amazon’s delivery program for independent contractors, across 8 countries, tens of thousands of Delivery Partners, and hundreds of millions of packages.
Led a team of 25 product and program managers, including leader of leaders, in driving continuous quality improvements, including establishing a new model for driver quality. Addressed root causes of fraud leading to improved customer outcomes. +23bps successful pickup rates; 90% reduction in manual tickets being cut by delivery stations for quality issues.

General ManagementQuality ImprovementProduct Management

Head of Product, Amazon Launchpad

Jul 2017 – Nov 2018 · 1 yr 4 mos

Led the product portfolio and all digital experiences for the Amazon Launchpad business
across seven international marketplaces
Hired and managed a cross-functional team of designers, product managers, and marketers

Madrona venture labs

VP of Product

Apr 2016 – Feb 2017 · 10 mos · Greater Seattle Area

Led all aspects of product development, including feature prioritization, customer development, and strategy for a conversational commerce startup. Directed a team of five designers and developers

Amazon

2 roles

Senior Product Manager, Amazon Go

Mar 2014 – Mar 2016 · 2 yrs

Founding member of Amazon Go team, developing innovative technology in order to deliver a
differentiated ‘walk out’ (i.e., no checkout) shopping experience
Envisioned and implemented development for the store merchandising and product tracking software,
critical to enabling the innovative in-store experience, from vision definition and initial
requirements through operating at scale in store

Senior Vendor Manager, Baby GL

Aug 2012 – Mar 2014 · 1 yr 7 mos

Managed Feeding, Care & Safety, and Gifts categories, including P&L responsibility
Exceeded annual forecasted growth targets by 3% YoY and over-indexed GL growth by 11% YoY
Drove profitability improvements (+85bps YoY), and negotiated new relationships with three key
strategic holdouts, leading to an incremental $35M in expected annual revenue
Pricing Captain for monitoring key metrics and identifying pricing gaps; drove a cross-functional initiative to develop a new tool for ensuring best-in-class price competitiveness through software and automation which we scaled from the Baby category to all NA retail

Mit sloan school of management

Student

Aug 2010 – Jun 2012 · 1 yr 10 mos

Master of Business Administration
MIT $100K Entrepreneurship Competition, Mentorship Program Lead – Recruited and organized 50 mentors to provide guidance and business plan assistance for semi-finalists in the Business Plan Competition
Entrepreneurship and Innovation TA – Organized speakers, assisted in class management and grading
Received the Ronald I. Heller Entrepreneurship Award and Grant

Infosys consulting

2 roles

Senior Associate

Jan 2008 – Jul 2010 · 2 yrs 6 mos

Developed a strategy for improving internal communications and collaboration for over 180,000 employees at a Fortune 20 healthcare company. Led a team in supporting a Fortune 20 healthcare company to develop content for an employee intranet. Exceeded the number of required sites by over 200% and introduced over 300 users to the technology
Developed a business case for a company transformation initiative, expected to save $40M
Leadership Initiatives:
Women’s Leadership Forum – Organized and implemented a new Women’s Leadership Forum,
comprising over 50 women, to promote networking, career progression, and employee satisfaction
Leadership Workshops – Developed a leadership program for project teams at Infosys Consulting,
focused on cultivating individual leadership potential and building strong, collaborative teams
Third Friday Coordinator – Organized monthly learning and social office activities for 25 office members

Associate

Sep 2007 – Dec 2008 · 1 yr 3 mos

• Redesigned back-office processes leading to a potential reduction of 420 FTEs for a major services company. Conducted a week-long workshop with subject matter experts to drive the redesign process

Marketing and planning systems (maps)

2 roles

Consultant

Promoted

Jun 2007 – Aug 2007 · 2 mos

Research Analyst

Aug 2006 – Jun 2007 · 10 mos

Implemented a brand health evaluation for a Fortune 50 financial institution. Identified areas
for improvement, including non-customer brand consideration
Participated in creating and launching a customer satisfaction study for a Fortune 10 retailer