Jeffrey Burgos


CONTACT INFO:  E-mail Me

PROFESSIONAL PROFILE:

Innovative, results-oriented business leader with 15+ years of management experience for leading software and financial services companies.  Background includes a firm foundation in product management, customer relations, and bankcard operations.  Ability to work well with the challenges and constraints of multi-department organizations in all levels of management.  Strong technical appreciation and proven project management skills with business and technically oriented projects and staff.

 

EXPERIENCE:

Kaiser Permanente, Pleasanton, CA                                                                                     2009-present

Senior Product Manager, Digital Experience Center

Responsible for strategic planning, product management, and program development of Kaiser Permanente's digital bill presentment and payment products.

  • Managed a team of Product Managers and Business Analysts supporting Kaiser Permanente's suite of online consumer decision support tools.
  • Drove launch of online bill presentment products resulting in 15% paperless adoption.
  • Led engagement to deliver a mobile application supporting Health Payment Accounts.
  • Directed ethnography, user experience, and design research to improve customer experience.


JP Morgan Chase (formerly Washington Mutual), San Francisco, CA                                         2006-2009

Assistant Vice President, Project and Planning Services 

Executed marketing and technology-based initiatives across 6 lines of business.

  • Led cross-functional teams to drive project deliverables.
  • Analyzed performance and supported rollouts for Credit Protection and Balance Transfer products accounting for over $110M in annual net revenue.
  • Headed project teams to launch contactless payment pilot and new gift card program.
  • Delivered multi-channel marketing initiatives with MasterCard, Visa and SHOP.com strengthening partner relationships.
 

Walmart.com, Brisbane, CA                                                                                                       2004-2006

Project Manager, Finance Operations and Customer Service

Defined business initiatives and developed project roadmap to support operations business unit.

  • Managed vendor relationships and software implementations for contact center systems including workforce management, quality monitoring, and softphone applications.
  • Identified opportunities and spearheaded projects to activate alternate payment method (Bill-Me-Later), phase out existing check processor and drive profitability for digital life products.
  • Led internal user group training and adoption of project and resource management tool.
  • Communicated project progress, risk, and mitigation plans to business line management.

 

VISA, Foster City, CA                                                                                                                  2002-2003     

Project Manager, Visa  International - Network and Open Systems

Defined product roadmap and product requirements for new back office solution replacing multiple legacy services.

  • Managed project team consisting of operations, development, and support with all technical aspects of project including integration analysis, design and implementation.
  • Ensured that critical deadlines were met and that processes were well controlled and efficient.
  • Worked with clients to ensure business need and requirements were accurately captured.
  • Conducted workflow analysis to ensure all areas of impact were considered for a successful rollout.

 

Trintech, Inc., San Mateo, CA                                                                                                     2001-2002     

Product Engineer, ePayments Group

Served as technical and product consultant in the sales and development of ePayments products.

  • Provided primary technical expertise and product support for US sales force by designing product demos, responding to proposals, and addressing customer implementation issues increasing sales efficiency and revenue.
  • Translated customer requests into requirements for future product enhancements resulting in an increased research and development pipeline (early commitment of 6 customers for future product release).
  • Trained Americas and Asia-Pacific pre-sales and sales staff.
  • Created tier-based maintenance and support program supporting ePayments product line.
  • Identified potential sales channels to enhance product distribution and increased revenue by 15%.

CyberSource Corporation, Mountain View, CA                                                                        2000-2001

Product Manager, Payment and Tax Services

Managed lifecycle for e-commerce transaction processing products from inception to market.

  • Managed and mentored product analyst on effective product lifecycle management.
  • Defined business requirements for new product releases.
  • Worked closely with technical development to meet delivery dates.
  • Collected customer input on new feature sets resulting in the launch of an enhanced tax service increasing usage by 38%.
  • Identified strategic partnership and acquisition opportunities to strengthen product offerings.
  • Established product pricing, naming, and bundling practices for two new product offerings.

 

VISA, Foster City, CA                                                                                                               1993-2000

Systems Analyst, Visa International - Settlement Applications

Directed analysis, design and implementation for core payment settlement solution.

  • Served as liaison between development and support groups to resolve systems problems.
  • Ensured successful testing and final installation of projects.
  • Solicited customer service feedback to identify opportunities to increase service quality.

 

Account Manager, Visa USA - VisaNet Processor Management

Managed all business and systems related support for Visa’s major processing gateways.

  • Provided daily support of authorization, clearing, settlement, and exception transactions.
  • Developed and managed short term tactical and strategic customer support initiatives.
  • Launched focus team to support bankcard processing for third-party providers resulting in improved customer satisfaction.
  • Ensured bi-annual technical compliance of network gateways (MasterCard, American Express, Discover, and JCB).
  • Prepared and presented educational and program materials for member banks.
  • Represented Visa on industry-wide Card Payment Council and ATM Card Council.

 

Program Manager, Visa USA - Card Verification Value Program

Implemented a risk management program that reduced fraud loss for member banks.

  • Created automated system for sending failure notifications to over 500 member banks.
  • Significantly reduced members’ processing costs by identifying the nature of transaction errors and working with members to eliminate the error.
  • Formulated database used to further research sporadically occurring failures.
  • Notified member banks and terminal vendors of suspected fraud identified on daily CVV reports.
 

EDUCATION / PROFESSIONAL DEVELOPMENT:

B.S. Managerial Economics       UC Davis                                            Davis, CA                             1992

Requirements Boot Camp          Construx Software Builders, Inc            Bellevue, WA                        2006

Fundamentals of Bank Card       American Bankers Association             Washington, DC                    2007

Mastering Requirements            The Atlantic Systems Guild Inc             New York, NY                       2008