Hi, I’m Jess.
I’m a product and operations leader who has spent more than 20 years helping teams build better products, untangle messy workflows, and get closer to their customers.
I tend to do my best work when the problem is important, the path forward isn’t obvious, and a bunch of smart people need help moving in the same direction.
Today, I do that work through Frick Forward, my independent product and operations practice. I step into complicated situations, get clear about what’s in the way, and help teams move from decision to execution.
A few things I’m proud of
Finding and fixing friction across onboarding, billing, and support reduced onboarding churn by 37%, increased average order value by 20%, and helped drive 47% year-over-year revenue growth.
During an acquisition, I led product strategy and operations across two brands. We increased CSAT from 97% to 98%, shortened response times, and had several record-setting sales months.
Across multiple 0-to-1 product launches, I created new product categories and built the customer, support, operational, and go-to-market systems required to scale them.
How I work
I ask a lot of questions. I talk to customers. I look at the data. Then I help teams get clear about what’s actually worth doing.
Sometimes that means shaping a product strategy. Sometimes it means fixing the operational mess surrounding the product. Usually, it’s some combination of the two.
I use AI and automation where they genuinely make things better, not simply because they’re available. The goal is always a better outcome for customers and the people serving them.
Over the years, I’ve done this work with startups, established technology companies, and open-source communities, including Mozilla, Automattic, and WordPress.
The other stuff
I live near Orlando and have worked with distributed teams for most of my career. I love music, dogs, data, and Diet Dr. Pepper.
If you’re working on something meaningful and think I might be able to help, I’d be glad to talk.