Jacque Moore
Product Manager - LEAN Expert, Black Belt - Human-Centered Designer
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I am a skilled Product Manager with a career built on: large scale product launches, human-centered service design, data driven decision making and LEAN process practices. I have been using and integrating AI into my practices since 2021.
Experience
Experience
My experiences include: launching global home products with SharkNinja, lean manufacturing processes as a COO of a Pre-Cast Concrete Manufacturer, designing healthcare experiences via physical/digital services at Blue Cross Blue Shield, with a career built on strong data driven decision making, KPI identification and admin cost optimizations.
Sr Manager, Customer Experience @ Florida Blue
Sr Manager, Customer Experience @ Florida Blue
Current Employer
Today, I am actively working at Florida Blue. My time is spent meeting with stakeholders and leaders across the organization, teaching them how to think with human-centered design principles and how to utilize tools like Service Blueprints to improve operations and member/patient experiences.
I have designed for clinical and payer/provider experiences to streamline authorization processing, reduce health care costs for the patient/payer and expanded primary care physician availability in an environment with limited doctor supply.
Recognized as an AI Innovator at Florida Blue
Recognized as an AI Innovator at Florida Blue
I was recently recognized in an enterprise-wide spotlight on my ability to innovate in AI. I have integrated AI in my daily work and also my solution design process.
An AI solution example is my work in creating an automated Prior Authorization processing capability to reduce PA processing for osteoporosis and migraine injections from upwards of 2 weeks to as little as 2 hours.
Chief Operations + Product Officer
Chief Operations + Product Officer
January 2021 - November 2022
The below case study reflects my human factors engineering, Lean 6 sigma practices, data decision making and empathetic leadership practices as a COO of a pre-cast concrete manufacturer.
58% Efficiency Increase Under My Leadership
Being an empathy first leader is what I orient my entire operational practice around. This report is a perfect display of what tools I use to achieve results like this. Yes, this 58% efficiency increase in production is real and has continued to be real since implementing what I called "Hourly Salary". It's a concept that enables the people working to make the choice to get their job done on their own timeline. While being paid hourly for a 10 hr shift, if they complete all the job requirements as outlined in weekly meetings with the management team, they can leave for the day and still be paid for the rest of their scheduled hours that day.
An unexpected halo benefit was retention and new employee applications. Our staff got better at their jobs and we began getting applications for individuals with overall better hard and soft skills.
Skills
Data Driven Decision Making, KPI Development
Service leadership creating greater retention
5S, 6sigma, LEAN, Operational Excellence
Product Manager @ Keurig | AB InBev
Product Manager @ Keurig | AB InBev
June 2018 - January 2021
The below projects highlight some core CX initiatives led and executed by the CX team under my strategic leadership. The second project "PriceX" was a price performance experiment completed live in market, proving that a higher price point was possible for our product which improved the overall customer lifetime value.
Product Life Cycle Development: Product Pricing Strategy
This experiment I designed so that we could have real consumer purchase data that would support the decision to price our recently released product at $399 and open up pricing space in our product vertical for a 2nd gen appliance that would then be more accessible in main stream retailers for wider audience opportunities.
The experiment was successful, the appliance went from having a $50 subsidy per sale to a $0 subsidy, and opened up the product map vertical for another $0 subsidy machine for a larger target audience. This price change saved the enterprise $2MM in appliance subsidy in 6 months.
Skills
Software and Automation integrations, Product Management
Digital experimentation design, data lake organization and data forecast modeling
National Marketing Campaign, harnessing audiences and defining success
Sr. Product Developer @ Shark | Ninja
Sr. Product Developer @ Shark | Ninja
June 2016 - June 2018
Sharkninja is a leader in creating consumer products loved around the world. Not described below is my experience as an international quality engineer, my experience developing their first coffee machine and their first product in Japan. The below highlights my data driven, human centered design skills early in my career. I still carry these tools in my tool belt with everything I do.
New Technology, Lead Product Developer
Qualitative consumer feedback rarely comes in to a single source feedback loop that makes new product development easy. After being a part of the SharkNinja business for 2 years, I began to see a trend in Shark vacuums, as well as other branded vacuums. Cutting off hair from the brushroll was a major pain point that no one was claiming to solve for.
In 8 months, the ZeroM brush roll came to life. After designing: 3 national experiments, claims development tests, consumer studies, manufacturing specifications and validating all life test cycle capabilities; the technology was labeled such a success it can now be found on ALL SHARK PRODUCTS.
Special Interests and Hobbies
Designer + Carpenter
Designer + Carpenter
Self-Made Chef
Self-Made Chef
Everyday Athlete
Everyday Athlete
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