Resume
Jeff Williams
Product and digital transformation leader with 20+ years of experience delivering enterprise platforms and AI-enabled automation that improves decision-making, efficiency, and user experience.
Experience
Experience Manager & Product Owner
Shift4 Payments • Remote
- Led product delivery for a major Salesforce modernization across core commercial workflows (lead, account, opportunity, quoting), partnering with engineering, architecture, and business leaders to define roadmap, acceptance criteria, and release outcomes.
- Built and deployed an internal RAG Slack chatbot agent to provide technical Salesforce support to Sales, grounding answers in internal documentation and enabling guided troubleshooting and self-service resolution.
- Estimated impact: ~250 questions per week, ~20% support-ticket deflection, ~25–40 minutes saved per resolved request, and ~4.4–4.6/5 satisfaction.
- Designed agentic automations in n8n that combined LLM reasoning with system actions (Jira/Salesforce/Docs/APIs) to streamline product management and delivery workflows.
- Estimated time savings: ~6–10 hours per week per user across recurring PM and Scrum operations work.
- Implemented Slack-based AI assistants for common employee needs with ~150 weekly active users and ~40% repeat usage.
Director, Digital Transformation
Oracle Corporation • Rocklin, CA
- Led strategy and delivery for a $1M Analyst Relations digital engagement platform, aligning executive stakeholders to roadmap, success metrics, and iterative delivery.
- Applied human-centered discovery (journey mapping, stakeholder interviews) to translate business challenges into actionable digital workflow opportunities with measurable outcomes.
- Built scalable solution designs on Oracle Cloud products, reducing third-party platform costs by 30% while improving usability and stakeholder satisfaction.
Director, User Experience Design
Oracle Corporation • Rocklin, CA
- Built and led Oracle's first employee-centric UX organization from scratch, establishing research, design, governance, and delivery rhythms across product and IT teams.
- Designed and implemented an AI-powered conversational interface for employee digital assistants, reducing support requests by 15% and improving self-service completion.
- Led redesigns of internal platforms (intranet, enterprise search, onboarding, portfolio tooling), improving task completion by 35% and reducing search time by 25%.
- Introduced Scaled Agile practices across UX and IT teams, shortening delivery timelines by 20%.
Director, Product Evangelism
Oracle Corporation • Rocklin, CA
- Launched Oracle's internal enterprise video platform (OTube), increasing global employee engagement by 40% within six months.
- Optimized collaboration tooling, surpassing ROI targets by 20% and achieving 95% user satisfaction scores.
- Partnered with Cisco on redesigning a scheduling tool, improving adoption by 50% and earning executive recognition.
Senior Manager, ITSM Center of Excellence
Oracle Corporation • Rocklin, CA
- Led Oracle's ITSM transformation, earning the 2010 itSMF USA Project of the Year Award and saving $1.5M annually.
- Improved service availability by 25% and reduced incident resolution time by 30%.
IT Business Analyst → IT Manager
Oracle Corporation • Rocklin, CA
- Streamlined M&A integration processes, reducing project completion times by 25% and saving $1M annually.
- Consolidated enterprise system monitoring, reducing downtime by 30% and saving $500K annually.
Skills
Agentic Workflows & GenAI
Agentic Workflow DesignLLM OrchestrationRAG PipelinesPrompting & EvaluationGuardrails & Human-in-the-LoopWorkflow Monitoring
Product Management
Product StrategyProduct RoadmapStakeholder ManagementBacklog PrioritizationOKRsKPI DesignExecutive Storytelling
Enterprise Platforms
CRM (Salesforce)Jira/ConfluenceAPI IntegrationsEnterprise Workflow AutomationData Governance
UX & Research
Journey MappingUser ResearchInformation ArchitecturePrototypingUsability TestingConversational Design
Agile & Delivery
ScrumSAFeKanbanRelease PlanningUATCross-Functional Leadership
Education
BS, Business Administration
University of Phoenix (in progress, GPA 3.9)
Certifications
- SAFe Agilist 4.5 & Product Owner/Manager Certificates | Scaled Agile
- UX Certificate | Nielsen Norman Group
- Financial Analysis for Non-Financial Executives | UC Berkeley Extension
- ITIL V3 Expert Certification
Email me for a PDF copy of my resume
Interested in learning more? Check out my AI-Forward PM Practice plan or competitive analysis.