Professional # Work & Experience I have 17+ years of product leadership across enterprise SaaS, AI/ML automation, ecommerce, agency work, and public media. I lead enterprise SaaS and AI/ML automation, along with product-led growth in digital funnels and omnichannel experiences. I rebuild product portfolios, grow product, design, and engineering teams, and improve revenue, retention, and customer experience in B2B and direct-to-consumer businesses. Enterprise SaaS AI/ML Product Strategy Automation & Process Intelligence Workflow Intelligence Product-Led Growth Experimentation Programs Customer Insights Opportunity Modeling KPI & Revenue Modeling Portfolio Recovery Go-to-Market Strategy Delivery Scaling ![Jonathan Coffman headshot](https://jonathancoffman.com/assets/images/jonathan-headshot-350.jpg) ## Career, most recent first ABBYY Director of Product for AI/ML, Process Intelligence & Automation 2025 6B+ Events ### Recovered five enterprise SaaS products and set strategy, roadmaps, and delivery practices across the portfolio. Repositioned process mining into a unified Process Intelligence platform spanning process mining, task mining, and intelligent document processing workflows. Directed a scalability redesign that processed more than 6 billion events in minutes, supporting expansion with enterprise customers. ServiceNow Senior Manager for Key Projects, Digital Experience 2023 – 2025 +20% Qualified Leads ### Improved key prospect and customer journeys across the web application and ServiceNow.com. Improved engagement by 40%, reduced bounce by 19%, and increased qualified leads by more than 20% through a unified design system, modern architecture, and rigorous testing. Reworked product, UX, and analytics operating models, cutting time to market for key initiatives by 60%. Mattress Firm Director, Digital Shopping Experience 2021 – 2023 +150% Add-to-Cart ### Digital shopping experience, ecommerce funnel and experimentation program across discovery, product detail pages, cart, and checkout. Drove a 150% add-to-cart lift, 20% conversion improvement, and 25% bounce reduction across channels. Launched a Spanish-language ecommerce experience in six weeks, doubled conversion for that experience, and increased experimentation velocity fourfold. Accenture Interactive Director, Digital Product & Studio Operations 2016 – 2021 +$121M Revenue ### Led and scaled a team of 18 product, program and marketing leaders across a $20M+ services portfolio. Oversaw UX, analytics, and delivery for multi-vertical enterprise clients and operations for an 80+-member optimization studio. Scaled a go-to-market team from 3 to 12+, generated $4.6M in new revenue in six months, and led the agency's largest account through growth from $60M in 2018 to $121M in 2019. Volusion Senior Product Manager, Seller & Merchant Experience 2015 – 2016 ### Defined and launched a new SMB SaaS ecommerce platform for millennial entrepreneurs. Delivered a freemium MVP from concept to launch, generating thousands of closed-beta signups. Led agile engineering teams through prototypes and production capabilities, then improved the cost to serve with automated support, customer onboarding, and chat support. Dell Chief Product Owner, Dell.com Shopping Experience 2011 – 2015 +$300M B2B ### Owned a $20M+ yearly product budget for Dell.com's shopping experience. Delivered more than $300M in incremental revenue through shopping experience improvements. Reduced the purchase flow from 15 to 8 clicks and improved Net Promoter Score by 14.8% and revenue per visitor by 21% by resolving top dissatisfaction drivers. Earlier Career: Washington, DC ### Public Media & Journalism I worked in digital product, editorial, and audience engagement roles at PBS, NPR, and NBC affiliates. That experience shaped my work in storytelling, analytics, content platforms, and cross-functional teams. ### Resume Download my complete work history, accomplishments, and contact information. [Download Resume (PDF)](https://jonathancoffman.com/assets/Jonathan-Coffman-Resume-2026.pdf) [LinkedIn ↗](https://www.linkedin.com/in/jonathancoffman) --- Source: [https://jonathancoffman.com/work/](https://jonathancoffman.com/work/) Last modified: 2026-09-24