Leonard Coyer

Background

About Leonard Coyer

I am an experienced and analytical senior product manager that found my way into the profession after a successful career in customer support and operations. Early retail and front line call center experienced instilled in me first and foremost a relentless focus on solving business problems by first solving people problems. Additionally, the analytical rigor of a formal education in Economics from Boston College and an MBA from the Tepper School of Business at Carnegie Mellon University taught me to identify and measure the business impact of solving those problems so that I could better prioritize the work.Examples:1. Identified a "feature" that cost $1M annually in OpEx while disadvantaging the product in the market.2. Conducted user research to identify and eliminate product features and requirements that would have deterred usage to enable the launch of a $16M telehealth product. Led the agile delivery of the product with the development team. Conducted research to validate the next offering.3. Reduced sales order processing time by 93% and executive approval requirements by 79%.4. Reduced delivery time of a life saving medical device by 50% and shipping cost by up to 70%.5. Developed real-time reporting to reduce medical order and patient agreement error rates by 75%.6. In response to complaints from the sales force and from my own direct reports, I reorganized the customer support department to allow for specialization on my team and to create a career path. I personally handled "performance problems" by first making sure appropriate support was offered and then by redeployment when possible. I take special pride in the knowledge that I paved a path for one of my former direct reports to now lead the entire support function.I was recently affected by an organizational restructuring and I would love to chat if any of this resonates with you and you have a need I can fill.