I believe the best products aren’t just built—they’re discovered through collaboration, relentless problem-solving, and a deep understanding of people. My mission is to simplify complexity, drive meaningful change, and build solutions that last.
I’m a product executive with 15+ years of experience delivering transformational customer experiences and driving breakthrough business value. I lead teams to:
Reimagine Products – From complex re-platforms to seamless, intuitive UI/UX.
Unlock Growth – Driving $140M+ in revenue and cost savings.
Accelerate Outcomes – Shipping products at scale with agile, customer-driven strategies.
I thrive at the intersection of human-centered design, business strategy, and technology—building solutions that simplify complexity, inspire trust, and create lasting impact.
Digital Experiences
Sr. Director - Product Management, Verizon
Portfolio
Product Highlight: View Together – Order Completion Experience
Role: Product Executive | Led Team to Transform Assisted Sales Across Channels
Team Size: 3 Senior Product Managers
Key Attributes: Assisted Sales, Contract Formation, Legal Disclosures, Security, Omni-Channel, Mobile Experience, Reporting & Analytics
Verizon faced rising costs and customer frustration with assisted transactions across online, in-store, and phone channels. View Together introduced a seamless, secure, and transparent checkout experience, allowing customers to verify order details, accept terms, and complete payments via a secure mobile link—ensuring accuracy, trust, and efficiency.
Leadership Impact: Led a cross-functional effort to reimagine assisted sales, aligning Product, Engineering, Legal, and Sales Operations.
Business Results: Increased customer satisfaction, reduced post-transaction support calls, and improved conversion rates.
Scalability & Recognition: Successfully implemented across Verizon’s omnichannel ecosystem, setting a new benchmark for assisted sales experiences.
Product Highlight: Troubleshooting Assistant
Role: Product Executive | Led Cross-Functional Teams to Deliver Scalable AI SolutionsTeam Size: 1 Product Director, 4 Senior Product Managers, 4 Junior Product Owners
Key Attributes: Digital Transformation, AI & ML, Case Management, Omni-Channel Strategy, Web & App Experience, Wireless & Network Troubleshooting
Customers struggled with device, network, and account issues—driving up support costs and lowering satisfaction. Troubleshooting Assistant leveraged Generative AI & ML to mobilize vast data, delivering faster, more accurate resolutions across all service channels. Now used over 900K times per month, it has transformed the customer support experience and set a new standard for AI-driven troubleshooting.
Leadership Impact: Directed a cross-functional team spanning Product, Engineering, Marketing, and Operations to deliver a scalable, AI-powered platform.
Business Results: Reduced support costs, lowered handle times, increased customer satisfaction, and unlocked new revenue opportunities.
Scalability & Recognition: Successfully deployed across multiple channels, influencing future AI initiatives within the company.
"Kenan's proactive approach to tackling challenges and his ability to find innovative solutions have been highly recognized by both his peers and leadership."
Jay Gandy, Associate Vice President - Customer Experience, Verizon
Product Highlight: VTEAM Toolkit
Role: Product Executive | Empowering Employees to Advocate for Customers
Team Size: 1 Product Director, 1 Senior Product Manager, 1 Junior Product Owner
Key Attributes: App Experience, Case Management, Labor Regulations, Employee Communications, Reporting & Analytics
Great customer experiences start with empowered employees. VTEAM Toolkit enables Verizon employees to advocate for customers in need—submitting support requests on behalf of friends, neighbors, and acquaintances to drive faster issue resolution. The platform also allows employees to provide direct website feedback, ensuring continuous digital improvements.
Leadership Impact: Led the development of a scalable, employee-driven support tool that bridges internal advocacy with customer service.
Business Results: Increased satisfaction, reduced resolution time, lower service costs, and decreased customer churn.
Scalability & Recognition: Strengthened Verizon’s brand by turning employees into customer champions, enhancing both experience and retention.
Michelle Miller, VP - Customer Experience, Announces the launch of the VTEAM Toolkit on a company wide broadcast.
Product Highlight: Check Network Status
Role: Product Executive | Led Cross-Functional Team to Deliver Real-Time Network Transparency
Team Size: 1 Product Director, 4 Senior Product Managers, 2 Junior Product Owners
Key Attributes: Network Troubleshooting, Crowd-Sourced Data, Web & App Experience, Dashboard Development, Machine Learning, Reporting & Analytics, Vendor Evaluation
Mobile networks are complex, and outages or maintenance can frustrate customers. Check Network Status gave Verizon customers real-time visibility into network performance, allowing them to check for outages, receive updates, and report issues—empowering both users and network teams. Built for web and app, this solution improves transparency and strengthens customer trust.
Leadership Impact: Directed a cross-functional initiative to integrate machine learning, crowd-sourced data, and network diagnostics into a seamless user experience.
Business Results: Improved brand perception, faster issue resolution, and increased customer satisfaction.
Scalability & Recognition: Successfully deployed across Verizon’s digital ecosystem, setting a new standard for network transparency and customer empowerment.
Joe Russo, Verizon's Chief Network Officer, Talks about the launch and impact of the Check Network Status capability.
"Kenan has a unique ability to guide and drive complex projects across multiple partners."
Michelle Miller, Vice President - Customer Experience, Verizon
Sr. Director - Digital, Verizon
Product Highlight: Number Lock
Role: Product Executive | Strengthening Security & Fraud Prevention
Team Size: 1 Product Director, 1 Senior Product Manager
Key Attributes: Web & App Experience, Security, Regulatory Policy, Reporting & Analytics
With data breaches on the rise, mobile numbers have become a prime target for fraud, putting customers’ financial security at risk. Number Lock & Number Transfer Pin (2019/2020) introduced an added layer of protection, fortifying users’ mobile numbers to prevent unauthorized transfers and safeguard accounts at banks and other institutions.
Leadership Impact: Led the development of a security solution that proactively protected millions of customers from fraud.
Business Results: Reduced fraud losses, increased customer trust and satisfaction, and influenced updated regulatory policies.
Scalability & Recognition: Successfully implemented across Verizon’s digital ecosystem, setting a new security standard in the industry.
Product Highlight: Website Redesign
Role: Product Executive | Led Digital Transformation of Verizon’s E-Commerce Platform
Team Size: 1 Product Director, 5 Senior Product Managers, 5 Junior Product Owners
Key Attributes: Digital Transformation, Website Re-platform, SEO, UX/UI, Personalization, Conversion Optimization, Consumer Research
Verizon’s outdated website technology was limiting business growth, negatively impacting user experience, and hindering sales. I led the end-to-end re-platforming and redesign of verizonwireless.com, delivering a modern, high-performing site that improved merchandising, personalization, and usability. The result? 43% more shopper traffic and a 17% increase in sales traffic.
Leadership Impact: Spearheaded a large-scale digital transformation, aligning cross-functional teams to execute seamlessly.
Business Results: Increased satisfaction, reduced page load times, improved conversion, and boosted revenue.
Scalability & Recognition: Established a scalable, user-centric e-commerce experience that continues to drive growth.
"Kenan is easily the most effective leader I know. He's able to build the right teams, cut through noise to set vision and priorities, and navigate challenges of getting things done at a big company. If you want to build big, transformative things, he's the leader you want."
Rohan Gandhi, Associate Director - Customer Experience, Verizon
Sr. Manager - Digital, Verizon
Led the transformational overhaul of the My Verizon App, turning a complex senior leadership vision into a groundbreaking success. In just six months (Jan 4 – July 7, 2016), we defined, designed, and launched a fully reimagined app to align with the Verizon Plan launch—marking the fastest large-scale digital rollout in Verizon’s history.
Built a start-up inside a Fortune 20 company—launching a brand-new digital business designed for millennials. Led an $75M investment, orchestrating 8+ Agile teams and 200+ team members to deliver 250+ features in just 10 months—from ideation to market-ready. A bold, fast-paced execution at enterprise scale.
Head of Product Development, Juice on Verizon
Let's Connect
I love solving big problems, building great teams, and pushing boundaries in digital innovation. If you’re looking for a leader who thrives at the intersection of technology, business, and design—let’s connect.
© 2024 Kenan Birsin