Dialer Application

Dialer Application

Overview

As the lead product manager, I led the development of a bespoke dialer application featuring call dispositions, designed to optimize how loan originators manage and respond to incoming calls from a myriad of lead sources. This application, integral for recording and tracking calls to adhere to compliance and managerial requirements, also boasts a sophisticated reporting dashboard. Additionally, it seamlessly integrates with a CRM system to capture vital information during calls.

The project was driven by the need to reduce company expenses associated with an existing third-party solution, while also enhancing functionality and flexibility for the users and their management team.

Collaboration with cross-functional teams including DevOps, IT, engineers, UX/UI designers, and various lines of business was crucial to meet the tight deadline. Regular standups, tight coordination of launch activities with communications and production managers, and regular reporting to leadership ensured the smooth execution of the project.

Although I would love to share the full extent of my contributions and artifacts for this project, the proprietary nature of the software and existing non-disclosure agreements prevent me from doing so. However, I've outlined my key responsibilities and achievements below, and I am happy to answer any questions you may have on this project.

Key Responsibilities

Formulated a strategic roadmap for the development and deployment of the in-house dialer application, focusing on aligning with cost-saving objectives and user requirements.

  • Conducted ideation sessions to brainstorm innovative features and functionalities that enhanced user experience and operational efficiency.
  • Defined clear and detailed requirements to ensure the application met both compliance standards and the specific needs of loan originators.

Collaborated closely with cross-functional teams to gather requirements, define feature sets, and ensure alignment throughout the development cycle.

  • Organized meetings with stakeholders from various departments to capture diverse needs and expectations.
  • Prioritized requirements based on strategic value, user impact, and technical feasibility.

Managed project timelines, resource allocation, and stakeholder communications to ensure timely delivery and project success.

  • Developed a comprehensive project plan that included milestones, deadlines, and contingency measures.
  • Regularly updated stakeholders on progress, addressed concerns, and adapted plans as necessary to meet project goals.

Coordinated QA efforts to ensure product quality and adherence to requirements.

  • Implemented rigorous testing protocols to identify and rectify issues early in the development process.
  • Engaged with end-users for beta testing to gather feedback and make necessary adjustments before launch.

Facilitated the launch process, coordinating with communications and production managers to ensure a seamless transition from the old platform.

  • Planned and executed a detailed launch strategy that included training sessions, support documentation, and post-launch support.
  • Monitored the transition closely to address any challenges promptly and ensure user satisfaction.

Key Achievements

  • Orchestrated a successful launch in close collaboration with communications, training, support, and production managers, ensuring that all aspects of the rollout were managed effectively, from user training to addressing initial feedback.
  • Facilitated seamless collaboration between teams, resulting in efficient development and deployment of the application within the tight deadline.
  • Established regular communication channels - including standups, dedicated Zoom channels and weekly project status updates.
  • Implemented enhanced functionality and features based on user feedback post-launch, resulting in positive reception and praise from stakeholders.
  • Received positive feedback from users for the enhanced functionality and usability of the in-house dialer application, reinforcing its value to the line of business.

Lessons Learned

  • Importance of effective communication: Regular updates and transparent communication were crucial for maintaining alignment and keeping stakeholders informed throughout the project lifecycle.
  • Alignment with leadership and executives was crucial to meet deadlines: Due to the high priority of the project, continual collaboration with leadership and executives aided in ensuring the initiative continued to be prioritized despite competing priorities.
  • Facilitating the resolution of impediments in a collaborating team: The project faced possible delays because the team tasked with establishing the environment was consistently reassigned to other projects. Through collaboration with the department head and integrating a team member into the standups, this ensured the dialer application environment remained a top priority.
  • Establishing open lines of dedicated communication between teams: The project involved multiple team members who had not previously worked together. Continual open communication and collaboration between team members helped us to quickly overcome challenges.

Conclusion

By fostering a collaborative environment and leveraging user feedback, the team successfully launched a cost-saving solution that received positive feedback from stakeholders. We continued to iterate and expand on the functionality post-launch, and the team remained committed to driving innovation and delivering value to the business.