Alexander Rudd

• Defined and executed product roadmaps, ensuring alignment with business objectives and market needs.
• Managed an annual budget exceeding $2M, overseeing resource allocation, product development, and feature rollouts.
• Led cross-functional teams, including engineering, UX, and customer support, to drive product improvements and new feature releases.
• Established and maintained a structured user feedback loop, gathering insights to inform product enhancements.
• Ensured regulatory compliance and data security, integrating best practices to protect user data and platform integrity.
• Reduced troubleshooting and installation time for field engineers by streamlining workflows within Viasat Tech Tools.

• Collaborated with stakeholders to capture and define technical requirements for the European retail business, including onboarding and shortlisting vendors offering SaaS solutions.
• Coordinated key relationships with leadership in European retail and wholesale teams to contribute to defining go-to-market strategies.
• Led the early project lifecycle by ensuring the design of business flow diagrams to support business requirements.
• Defined back-office business processes to support the MVP deployment into European markets.

• Managed critical relationships with key service providers, including outsourced development teams, Logistics and Installations, Finance, Billing, and the Satellite Network Operation teams.
• Implemented process improvements and system enhancements for Customer Operations, consistently enhancing the customer experience. Achieved a track record of reducing inbound calls and customer communication by up to 15% through prioritised delivery of key self-service features by the Development teams.
• Oversaw budget allocation and scheduling of priority items for development teams, actively participating in Sprint planning sessions to ensure timely delivery of key features and solutions to address internal customer operations issues.

• Successfully introduced a kit return process with courier vendors, increasing hardware recovery from cancelled customers by nearly £500k annually.
• Created a Service Catalogue defining IT services and deliverables to various departments and operating companies.
• Implemented a new process for the Change Advisory Board to manage and prioritise new business requests.
• Successfully migrated thousands of customer records from one CRM to another, ensuring data cleansing and compatibility with new system functionality.

Provided strong leadership to a team of 20 agents and two team managers, managing a customer base of 20,000.

• Coordinated resource allocation for capacity and demand planning across all service channels, effectively managing peaks and incidents.
• Assessed and re-designed processes to enhance service and increase operational efficiency.
• Delivered coaching to agents, resulting in a reduction in average wait times and call handling durations.
• Recognised as the Process Owner for service and helpdesk inquiries, highlighting expertise in managing critical aspects of customer support.

Led a team of eight agents supporting a customer base of 30,000 customers with management responsibility for Satellite Broadband Connectivity, managing the office IT Infrastructure and developing workflow process documentation, specialising in CRM systems.

• Boosted productivity by streamlining software deployment procedures.
• Generalised daily operations reports, gaining insights into potential improvement areas.
• Supervised software testing phases, ensuring error-free final product delivery.
• Managed team of technicians for streamlined troubleshooting processes.
• Tracked KPIs and created continuous improvement plans.