Kenan Birsin

Kenan Birsin

Think Fearlessly.

Care Deeply.

Innovate Boldly.

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 highly technical re-platforms to intuitive UI/UX optimizations.
Unlock Growth: Achieving $140M+ in revenue generation and cost savings.
Accelerate Outcomes: Shipping products at scale using 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 deliver results.

My Work

Sr. Director - Product Management, Verizon

Portfolio

Product Highlight: View Together - Order Completion Experience

Role: Product Executive

Project Attributes: Assisted Sales, Contract Formation, Legal Disclosures, Security, Omni-Channel, Mobile Experience, Reporting & Analytics

Verizon faced cost and customer satisfaction challenges with representative assisted transactions online, in store and over the phone. View Together provides a seamless, transparent and accurate shared closeout experience for customers that starts with sending a secure link to a users phone. With this link, customers can verify the transaction details, accept the terms and conditions, and enter their payment details before submit the order. This omni-channel solution enables a customer to work with an expert, ensuring an accurate & transparent sales process that drives a feeling of security and trust with Verizon.

Teams Involved: Experience Product Management, Experience Design, IT, QA, Sales Operations, Legal & Training

Results: Higher Satisfaction and Lower Post-Transaction Call-In Rate

View on Verizon.com

Product Highlight: Troubleshooting Assistant

Role: Product Executive

Project Attributes: Generative Ai & ML, Case Management, Omni-Channel, Web & App Experience, Service to Sales, Wireless Technologies, Device Troubleshooting, Network Troubleshooting, Reporting & Analytics

Solves pain customers may experience with their device, the network or account configuration by building and leveraging Generative AI & ML to mobilize vast amounts of data to get to solutions more quickly. The experience is informed by consumer and employee insights and is being used more than 900K times a month.

Teams Involved: Experience Product Management, Experience Design, Digital, IT, QA, Platform Mgmt., Marketing, Customer Service Operations, Training & OEMs

Results: Lower Average Handle Time, Faster Time to Resolution, Increased Satisfaction, Increased Revenue

"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

Project Attributes: App Experience, Case Management, Labor Regulations, Employee Communications, Reporting & Analytics

The VTEAM Toolkit enables every employee to be a brand ambassador in those moments customers need support the most. Employees can now submit a request, advocating on behalf of their friends, neighbors and acquaintances to get support or an issue resolved. Employees can also submit feedback about the website which are routed to the digital team for resolution.

Teams Involved: Experience Product Management, Experience Design, Digital, IT, QA, Platform Mgmt., Marketing, Customer Service Operations, & Legal

Results: Increased Satisfaction, Faster Time to Resolution, Lower Cost to Serve, Decreased Churn

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

Project Attributes: Network Troubleshooting, Crowd-Sourced Data, Web & App Experience, Dashboard Development, Machine Learning, Reporting & Analytics

Mobile networks are complex and at times can experience outages, require maintenance and optimization. Verizon customers can now check the status of the Verizon network, anywhere. Customers can learn about outages & planned maintenance and also report issues Verizon may not be aware of. Built for web and app, customers will see if there is a known issue in the area and get updates or describe an issue they are experiencing that will be visible to the network engineering team.

Teams Involved: Experience Product Management, Experience Design, Digital, IT, QA, Platform Mgmt., Marketing, Customer Service Operations, Legal, Network Systems, Network Planning, Network Operations

Results: Improved Transparency, Improved Brand Perception, Faster Time to Resolution, Increased Satisfaction

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

Project Attributes: Web & App Experience, Security, Regulatory Policy, Reporting & Analytics

Mobile customers are under increase threat to bad actors as a result of the increasing number of data breaches. This has resulted in 2-factor authentication involving mobile numbers being targeted by bad actors. Number Lock & Number Transfer Pin (2019/2020), protects Verizon customers from fraud attacks & financial loss by fortifying a user's mobile number that protects their accounts at banking institutions and other companies.

Teams Involved: Experience Product Management, Experience Design, Fraud, Digital, IT, Marketing, Base Management (CRM) Customer Service Operations, Sales Operations, Legal, & Regulatory Affairs

Results: Decrease in Fraud Losses, Increased Satisfaction, & Updated Regulatory Policy

Product Highlight: Website Redesign

Role: Product Executive

Project Attributes: Website Re-platform, Website Redesign, SEO, Marketing Landing Page, Product Detail Page, Website Conversion, Reporting & Analytics, Consumer Research,

Verizon’s website technology was outdated, creating challenges for various teams within the business and negatively impacting site experience and sales. I spearheaded the re-platforming and redesign of verizonwireless.com, which resulted in a 43% increase in shopper traffic and a 17% boost in sales traffic through improved merchandising, personalization and usability.

Teams Involved: Experience Product Management, Experience Design, Digital, IT, QA, Accessibility, Consumer Insights, Platform Mgmt., & Legal

Results: Increased Satisfaction, Decreased Page Load Times, Increased Conversion, Increased Revenue

"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

I led the transformational overhaul of the My Verizon App, turning a complex senior leadership request into a groundbreaking success. From January 4, 2016, to July 7, 2016, we defined, designed, and launched the new app to align with the Verizon Plan launch. This achievement marked the first time in Verizon’s history that such a large-scale, interdisciplinary digital project was completed in record time.

View Case Study

Operated as a start-up inside a Fortune 20 company. Oversaw the investment of $75M in development of a brand new digital business, built for millennials. 8+ Agile teams, 200+ team members, and 10 months from ideation to ready-to-launch with 250+ features.

Head of Product Development, Juice on Verizon

View Case Study

About Me

I’m a team builder, problem solver, and optimist who turns complexity into clarity. My expertise spans the entire product development lifecycle, from initial market research and user requirement gathering to designing roadmaps, developing features, and delivering the final product. Throughout the process, I ensure that each phase aligns with stakeholder expectations and our shared strategic objectives, resulting in cohesive and successful product launches.

My approach to leadership starts with fostering a culture of service and maintaining a strong belief in each team member. I encourage collaboration, seeking help, and embracing a growth mindset to achieve success. By cultivating a positive employee experience, I help teams perform their best work while enabling individual professional growth.

I’m always ready to take on challenges and deliver impactful results.