mackenjosh
Product Owner | Delivery & Operations Leader
Product Owner and delivery-focused leader with practical experience turning ambiguous business needs into clear, prioritised work. Strong background across fintech, energy, banking and digital services, combining Product Owner experience with application support, customer operations, vendor coordination and stakeholder alignment. Known for bringing structure to messy problems, shaping work so teams can execute, and keeping delivery connected to business outcomes.
Experience: 11 years
Yearly salary: $96,000
Hourly rate: $0
Nationality: 🇳🇿 New Zealand
Residency: 🇳🇿 New Zealand
Experience
Operational Outcomes Manager
Genesis Energy 2023 - 2025
Led operational outcomes across key technology partners, improving alignment, performance, reporting and delivery visibility. Designed and implemented outcome-based supplier performance frameworks, contributing to a 25% reduction in operational overspend and improved cost accuracy.
Customer Operations Manager
Easy Crypto 2021 - 2022
Led customer operations for a high-growth cryptocurrency platform, balancing support quality, workflow improvement, compliance and customer trust. Contributed to upgraded CRM workflow design and testing, improving ticket resolution times by 22% and reducing operational friction for support teams.
Project Manager, Contract
Learning Works 2021 - 2021
Managed high-risk education projects and helped reset delivery structure, stakeholder expectations and project governance. Recovered and delivered three at-risk projects within revised timeframes and budgets, stabilising key client relationships.
Enterprise Service Delivery Manager
The Instillery 2019 - 2021
Managed service delivery and client relationships across enterprise and SME portfolios in an MSP/cloud services environment. Managed a portfolio of five enterprise clients and 15 smaller businesses, aligning services to operational needs and improving client confidence.
Account Executive
Enlighten Designs 2018 - 2019
Managed client relationships and solution opportunities across web, CRM, Power BI, mobile and custom development services. Worked with clients to understand business needs and shape practical digital solutions.
Applications Support Manager / Product Owner
Mudano 2017 - 2018
Led application support and Product Owner responsibilities for the Sharktower data and analytics platform. Acted as Product Owner for bugs and small to medium enhancements, prioritising backlog items based on customer impact, business value and platform stability.
Service Desk, Problem Management & Operational Roles
Genesis Energy 2005 - 2016
Progressed through service desk leadership, problem management and operational support roles in a critical national infrastructure environment. Led Service Desk operations, including queue health, prioritisation, staff performance, service request fulfilment and customer experience improvement.
Skills
account-manager
project-manager
web3
operations
english