2022
QuintoAndar
Strategy, Growth, Process, Culture
Product Design Manager
I led the growth tribe alongside my strategy team peers from a team that moves fast to a team that learns fast. Together, we developed several strategy artifacts and made significant changes in process and culture, which led to higher conversion rates all over the top-of-funnel.
The growth tribe had 4 teams working to streamline ToF conversions from prospects to leads. The team needed an overall cohesive strategy to cascade through the squads and to become a true growth team; there were significant culture and process changes to switch from a team that moves fast to a team that learns fast.
To save time answering simple questions, we developed Ticket Reply, which generates a response to the last message or improves writing, corrects grammar and adjusts tone before replying. To provide quick context on a long thread, we developed a Case Synopsis that summarizes the communication within a case between residents, managers, owners, or vendors. Lastly, we created a handoff system to help Support Agents jump into a conversation when one of our GenAI assistants couldn’t handle a customer's needs.
⭡ 10% visitors | ⭡ 14% conversion to leads
The write up of this case study is still in progress.
But I do have a deck prepared to tell this story on a quick call.
