Jordan Avery

Portland, Oregon · Hybrid

• Lead discovery and delivery for case-management and communication workflows used by local-service teams, with ownership of product strategy and quarterly outcomes for two squads.
• Reduced median case-intake time by 31% by mapping service journeys, analyzing friction, and guiding a phased workflow redesign.
• Improved successful self-service completion from 62% to 78% through research-led onboarding changes and outcome measurement.
• Reframed quarterly planning around intake time, completion, and staff rework, making priorities and tradeoffs easier to explain.

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 customer-facing web products from discovery through launch and iteration for nonprofit and municipal partners.
• Shipped a multilingual benefits-navigation product adopted by 14 partner organizations.
• Raised accessibility task completion from 71% to 92% through moderated research with assistive-technology users.

Denver, Colorado

• Built recurring product-performance reports and investigated customer support and fulfillment failures using SQL and product data.
• Identified a duplicate-order pattern that reduced support tickets by 22% after remediation and created the team’s first shared product-metrics glossary and dashboard.