Jordan Avery

Portland, Oregon · Hybrid

• Lead product strategy, quarterly outcomes, discovery, and roadmap decisions for two cross-functional squads building case-management and communication workflows.
• Reduced median case-intake time by 31% by mapping applicant and staff journeys, using completion and error data, and redesigning forms and routing rules.
• Improved successful self-service completion from 62% to 78% through research-led onboarding changes and product analytics.
• Partner with customer operations, design, engineering, privacy, and support to prioritize platform and workflow improvements.

Internal project · Remote

• Led a bounded AI pilot that suggested case classifications while keeping final decisions with trained staff.
• Coordinated model evaluation, privacy review, frontline training, and weekly error review.

Seattle, Washington · Remote

• Managed accessible web products for nonprofit and municipal partners from discovery through launch and iteration.
• Shipped a multilingual benefits-navigation product adopted by 14 partner organizations.
• Raised accessibility task completion from 71% to 92% after moderated testing with screen-reader and keyboard-only users.
• Facilitated discovery with program staff and community members and translated service constraints into product requirements.

Denver, Colorado

• Used SQL, product-performance reporting, customer feedback, and support analysis to improve inventory and fulfillment workflows.
• Identified a duplicate-order pattern that reduced support tickets by 22% after remediation.