I’ve spent more than 20 years helping teams turn complicated customer and operational problems into products that work better.
The industries, titles, and company sizes have changed over the years.
The work I’m drawn to hasn’t: finding the real problem, getting the right people moving together, and building something customers will actually value.
Making the customer journey work
At Automattic’s Pressable, I worked across product, billing, onboarding, and support to find the places customers were getting stuck. Fixing that friction reduced onboarding churn by 37%, increased average order value by 20%, and helped drive 47% year-over-year revenue growth.
Jess makes a positive difference every single day.
Vik Patel, General Manager / CEO
Cool under pressure
I joined Rocket.net shortly before its acquisition by Hosting.com and led product strategy and operational execution across both brands. We introduced AI into support and product workflows thoughtfully, increased CSAT from 97% to 98%, shortened average response times by more than a minute in under six months, and contributed to several record-setting sales months.
Jess brings stability and leadership in times of change.
Seb de Lemos, CEO
Building a category from scratch
At Liquid Web and Nexcess, I helped launch the world’s first Managed WooCommerce hosting platform and multiple other 0-to-1 products. That meant building more than the product. We also had to create the customer, support, and go-to-market workflows needed to establish entirely new categories.
Everyone needs a Jessica Frick in their company!
Chris Lema, VP of Products
Making the work itself work better
At PushFire, I used customer feedback, team insights, and operational data to redesign client delivery and account-management workflows. The changes increased billable spend by 68% year over year while doubling efficiency.
Jessica was the best employee I ever had.
Sean Dolan, CEO / Founder
What I’m doing now
I do this work now through Frick Forward, my independent product and operations practice. I provide senior leadership to organizations that need a clear read on the situation, momentum behind a decision, and someone willing to do the work rather than advise from the sidelines.
Recent work includes a completed engagement with Mozilla’s New Products organization, where I shaped product and go-to-market strategy through customer research, discovery, and data analysis; growth and operational strategy for small businesses; and digital strategy for hospitality and nonprofit clients.
If you’re looking for someone who can connect customers, product, and operations — and who doesn’t mind rolling up her sleeves to do it — I’d be glad to talk.