After HP acquired Poly, my role expanded to include enhancing the interaction between Poly headsets and HP commercial PCs. This shift allowed me to focus on collaborating with multiple teams to create a seamless integration between the two product lines, improving compatibility, and elevating the overall user experience. 

I worked hand-in-hand with a group of portfolio product managers, diving deep into their world to fully grasp the unique details of their products and industries. This collaboration gave me valuable insights that helped guide a larger mission: to merge and harmonize the various product backend platforms. By understanding the nuances of each product, I was able to identify key opportunities for integration that would streamline operations and align with the broader business unit strategy. It was a process of discovery, innovation, and teamwork, ultimately leading to a stronger, more unified approach across the whole portfolio and the entire business.

I took the lead in driving the software product roadmap for the headset business unit, ensuring every milestone aligned seamlessly with the company’s larger goals. It wasn’t just about planning for the next feature or update, it was about strategically guiding the product’s evolution to meet both immediate needs and long-term objectives. By working closely with stakeholders and keeping a pulse on market trends, I ensured that each decision moved us closer to our vision while staying true to the broader business strategy. This approach allowed the roadmap to become more than just a plan—it became a path to continued growth and innovation.

Product Manager

Poly

Driven by a desire for improvement, I led a series of key initiatives that completely reshaped the software release cycle. By streamlining processes and introducing more efficient methods, we doubled the release cadence per year. This newfound speed allowed us to deliver critical updates and new features, ensuring we stayed ahead of customer demands. The impact was significant—faster feature deployment, improved user satisfaction, and a stronger, more agile development team ready to tackle new challenges.

Developed and launched an entirely new software strategy for the headset group, designed to introduce cutting-edge features, functionalities and processes. The strategy was built with a focus on enhancing every aspect of the user experience, including strengthening our relationship with customers. Through a careful blend of innovation and execution, we successfully integrated these improvements, making the headset more dynamic and user-friendly. The outcome was transformative: users now enjoy a smoother, more engaging experience, and the headset product became a key player in their everyday routines. This marked a significant leap forward in both functionality and customer satisfaction.

NICE inContact

Led the strategy for launching five new digital channels, carefully crafting a plan that would not only meet market trends but also cater to evolving customer needs. From concept to execution, I guided the development process, ensuring each channel was built to enhance the product and offer a better user experience. The successful implementation of these channels marked a turning point, as they seamlessly aligned with both market demands and customer expectations, driving meaningful improvements and boosting the product's overall value.

I worked closely with the curriculum team to bring a new training initiative to life. Together, we developed and delivered a series of internal training videos for a new product, designed to improve staff proficiency. The collaboration was key, by combining their expertise in education with my product knowledge, we created engaging and effective training materials. The result was a more confident and capable team, fully equipped to understand and support the new product.

Product Manager II

I designed tailored onboarding and training plans for a diverse range of customers—SMB, mid-market and enterprise. Each plan was carefully customized to address the unique needs of each client, ensuring they had the tools and knowledge necessary for a smooth platform launch of NICE InContact. By focusing on their specific challenges and goals, I was able to help them hit the ground running, setting them up for long-term success right from day one.

I conducted hundreds of in-depth training sessions, both live and remote, engaging with various departments to empower our customers. Each session was designed to provide them with the essential skills needed to navigate and utilize the platform effectively for their unique needs . With each interaction, I could see how their newfound skills transformed their approach, enabling them to leverage the platform to its fullest potential.

Customer Onboarding Manager

I organized and led an intensive three-week technical support training program, bringing together partners eager to enhance their skills. Each day was filled with hands-on exercises, engaging discussions, and real-world scenarios, all designed to equip them with the knowledge they needed. By the end of the program, the partners emerged certified as tier 1 support providers, ready to offer exceptional service to their customers. It was a proud moment for everyone involved, knowing we had set them on a path to success.

I set out on a collaborative journey, working alongside various departments to tackle a common challenge: the high volume of trouble tickets from newly onboarded customers. Together, we brainstormed and implemented strategies, sharing insights and expertise from each team. It was a collective effort, fueled by our shared commitment to enhancing the customer experience. Slowly but surely, we began to see the results of our hard work. Through proactive measures and streamlined processes, we successfully reduced trouble tickets by an impressive 40%. This achievement not only eased the burden on our support team but also brought greater satisfaction to our customers, who felt more confident navigating our services.

Technical Support Engineer II

Total Protection Inc

Lead Security System Technician

Hi, I’m Kody, and I’m seeking my next opportunity as a Product Manager at a B2B SaaS company.

As a customer-obsessed, technically proficient Product Manager, I excel at deeply understanding my product to create exceptional customer experiences that drive retention and loyalty.

My path to Product Management wasn’t traditional—I started in Customer Support, where I onboarded hundreds of users and gained extensive technical expertise. I used to think Product Managers just attended meetings and acted as Subject Matter Experts. That changed when a Director in the product encouraged me to apply for an open Product Manager role. Initially, I was skeptical, and so was the hiring manager, who questioned why we were even meeting since I didn’t have a PM background.

But after our conversation, he saw what I could bring to the table and said, “You’ve been customer-facing for four years and know the product inside and out. I can teach you product management, but I can’t teach someone to be naturally customer-focused. And you are exactly who we need.”

Since then, I’ve devoted time and energy to learning and driving continuous improvements in customer experience and retention—and I absolutely love it! 

Now, I’m eager to connect with customer-driven SaaS companies or fellow PMs to explore new opportunities and share stories on how to innovate product management.

Let’s connect!

Kody Davis

WebPros

•	Lead by example and empower teams toward self-organization
•	Coach other Agile coaches, team members and leaders on Agile principles and values
•	Facilitate Agile training workshops, retrospectives, technical meetings within teams, between teams and meetings for the product organization ensuring active participation, effective communication, and problem solving
•	Analyze teams performance using data to drive decisions and highlight areas for improvement

Agile Coach

cPanel

•	Implement Scrum framework from the ground up for new development teams, and coached them to complete 3 integrations in 6 months
•	Lead Scrum events, ensuring teams adhered to Scrum principles, resolve impediments to ensure timely delivery of sprint goals.
•	Track and report key Agile metrics (burndown charts, velocity)
•	Fostered a culture of continuous improvement through facilitation of retrospectives improving teams committed vs completion to 70% and reduced the number of sprints to complete an integration from 4 to 3
•	Improve teams alignment, processes, collaboration, communication and productivity by facilitating strong team agreements
•	Empower teams toward self-organization by coaching and creating the environment for them to own their Scrum events and processes

Scrum Master

Certified Scrum Master - Actively Job Seeking

Currently Seeking Scrum Master Opportunity

Selected and led the project team in the organization, planning and successful execution of the 2021 Sysco Alumni reunion within budget and established timelines.

Project Manager

Schlumberger

•       Served as Scrum Master and led implementation of Scrum with multiple teams to deliver digital 
        solutions that saved over $800K in non-productive time and increased Agile adoption in the 
        business units of North America.         
•	Formed the first digital cell in North America as part of the global digital transformation.
•	Increased idea implementation by 50% by launching the NAM Idea Portal. 
•	Conducted and delivered digital training content to 30K North America end users to facilitate the 
        digital transformation.
•	Facilitated all Scrum ceremonies including  backlog refinement/grooming, sprint planning, 
        daily scrums, sprint reviews and sprint retrospectives; coached team members and clients on Scrum
        framework.

Digital Project Lead/ScrumMaster

Managed the support of the Katy campus with over 700 users by the administration of the network infrastructure, physical access system, local server administration, deployment and administration of Cisco phones, Xerox printers, Skype phone system and hardware as well as various campus IT/facilities projects and security audits.
	•	Improved SLAs by assisting service desk with correct ticket categorization and effective ticket prioritization.
•	Zero service quality tickets in 6 years by effective queue management, superior customer service and frequent user communication.
•	Increased the service desk one-call resolution and reduced level 2 escalation by contributing step-by-step knowledge base articles.
•	Reduced new PC requests and missing asset tickets by keeping accurate spare parts and asset inventory.
•       Improved security of non-compliant unmanaged servers by implementing a new server hardening procedure.
•	Identified major new Dell hardware issue through root-cause analysis and used proper escalation to Dell Customer Service management and internal teams to enforce warranty agreement, increase hardware quality and user satisfaction.

IT Onsite Site Coordinator

Administered over 600 physical and virtual servers by managing the daily operations of the data center, successful backup system and disaster recovery, performance monitoring, hardware and software upgrades, new hardware deployment, creation/administration of VMs, hardware warranty repair, accurate asset management reporting and billing and accurate physical inventory. Server hardware upgrade and Server OS upgrade projects.

•	Improved data center billing accuracy by accurate asset inventory management
•	Improved billing accuracy for hosting costs and the asset management reporting process by accurate asset inventory management.

Server Administrator II

Administered infrastructure and application servers at 6 field sites by managing daily operations, successful backup system and disaster recovery, performance monitoring, hardware and software upgrades, new hardware deployment, hardware warranty repair, accurate asset management reporting and billing and accurate physical inventory.

•	Onsite technical lead for Houston area field server replacement project.

Server Field Engineer

With nearly two decades of professional experience in the IT industry, my current role as a certified Agile Coach and Certified Scrum Master at WebPros has helped me to hone my expertise in delivering impactful results and inspiring people.  At the heart of my approach lies a commitment to empowering teams and securing customer satisfaction.  I bring to WebPros a robust background in IT Project Management, IT Service Management and IT Operations which complements my Agile coaching competencies.  My mission is to drive continuous improvement and foster a culture of trust and transparency; leveraging my skills to align with the organization's objectives, culture and values.

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The Battle

Kody Davis

Debra Hebert💥

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