(215) 806-4452 • www.brianrumble.com • 508 Haddon Ave., Collingswood, NJ 08108 • hello@brianrumble.com
Product Manager with 10+ years of experience delivering customer-centered digital products across complex ecosystems. Known for translating ambiguous business problems into clear product strategy, requirements, and execution plans. Deep expertise in customer journeys, service experiences, UX collaboration, and cross-functional delivery across engineering, design, data, and operations. Proven ability to improve customer effort, reduce friction, and align stakeholders around practical, well-designed solutions.
Product Management • Product Strategy • Customer Journey Mapping • Requirements Definition • Backlog Management • Roadmapping • Stakeholder Management • Cross-Functional Collaboration • UX & Service Design • Data-Informed Decision Making • Experimentation & Iteration • Agile / Scrum • Digital Platforms • eCommerce • Customer Support Systems
Shape and evolve complex customer journeys across web, chatbot, and phone support experiences, focusing on reducing customer effort and improving issue resolution outcomes.
Frame ambiguous customer and business problems by mapping end-to-end experience flows, decision logic, and system constraints before development begins.
Partner closely with design, engineering, data, and platform teams to translate insight into clear experience strategies and scalable interaction models.
Define and document deterministic and flexible troubleshooting flows by mapping decision logic, edge cases, and system dependencies across customer support experiences.
Use customer analytics and performance data to identify experience gaps, inform prioritization, and guide iteration on live systems.
Drive execution across multiple concurrent initiatives by aligning stakeholders around shared experience goals and success criteria.
Led the redesign of Xfinity’s phone support experience across internet, video, and voice services, creating future-ready troubleshooting flows designed for AI-assisted support.
Launched proactive impairment messaging across digital and assisted channels using telemetry data, reducing unnecessary troubleshooting, and lowering contact rates.
Defined the customer experience strategy for new video subscription products, spanning activation, eligibility, vendor integration, and cancellation flows.
Shaped the experience strategy and narrative for a nonprofit healthcare organization, translating complex benefits information into clear, member-centered experiences.
Defined and evolved brand voice, visual identity, and experience principles across digital properties, print, and member communications.
Partnered with cross-functional teams to align messaging, content, and experience design with organizational goals and member needs.
Supported internal teams in applying design thinking and creative problem-solving to new initiatives, products, and services.
Helped organizations surface and frame complex cultural and operational problems through interviews, assessments, and facilitated workshops.
Designed and tested experience and process improvements focused on team effectiveness, clarity, and sustainability.
Guided leaders and teams through ambiguity by translating insight into actionable strategies and experiments.
Developed and led workshops on evidence-based organizational design, leadership, and team dynamics.
Owned product discovery and delivery for international eCommerce initiatives.
Identified gaps in cross-border customer experiences and defined new features to improve global shopping journeys.
Managed product backlogs, prioritized initiatives, and maintained short- and long-term roadmaps.
Worked closely with Engineering, UX, Marketing, and Merchandising to deliver new digital features.
Project Manager, O3 World - Philadelphia, PA | 2015
Digital Project Manager, UX, URBN Inc. - Philadelphia, PA | 2013-2015
Web Production Manager, URBN Inc. - Philadelphia, PA | 2010-2013
Content Producer, Product Manager, Playlist - Palo Alto, CA | 2008-2010
Post-Production Manager, URBN Inc. / Urban Outfitters - Philadelphia, PA | 2005-2008
Quality Assurance Coordinator, URBN Inc. - Philadelphia, PA | 2004-2005
Bachelor of Science in Psychology, Drexel University - Philadelphia, PA | 2017 - 2019
Associate of Science in Graphic Design, Art Institute of Philadelphia - Philadelphia, PA | 2001 - 2003
Certified Scrum Master, Scrum Alliance | 2013