Product Manager | CX Systems | Sales & Service Enablement

Howdy! I’m Riley, a product and enablement leader passionate about building internal tools and customer facing systems that drive measurable business outcomes. I specialize in turning frontline insights into streamlined processes, scalable enablement, and high impact tools. My work has delivered proven results across retail, logistics, and client services, with a focus on empowering teams and improving sales and service performance.

Product Manager, Sales Enablement

Design Within Reach

2022 – Current

  • Led end to end development and national rollout of a custom CRM and lead management platform tailored to outlet sales workflows. Driving $1M+ in new revenue and reaching 90%+ rep adoption within the first year by embedding field driven feedback, automation, and real time reporting.

  • Designed and deployed a Tableau based Outlet Operations Dashboard to visualize KPIs, client activity, and sales trends daily. These dashboards are used by 20+ managers across 3 regions, saving 4+ hours/week per manager and surfacing realtime coaching opportunities.

  • Conducted 50+ hours of field observation and stakeholder interviews to uncover workflow friction, resulting in a data driven product roadmap aligned with real stakeholder pain points and behaviors.

  • Launched a recurring “Voice of the Field” feedback meetup engaging stakeholders like regional managers, top sales performers, and new reps. Surfacing recurring pain points that directly informed product updates, new sales training modules, and POS workflow enhancements.

  • Automated post purchase handoffs, reducing order errors by 60% and improving customer satisfaction.

  • Created scenario based learning modules using real deal data to teach value selling and discovery techniques.

Area Manager

Mattress Firm

2015 – 2022

  • Managed four high-volume stores and drove consistent 20%+ YoY revenue growth.

  • Launched microtraining programs and peer coaching, increasing team performance and boosting sales by 33% in underperforming locations.

  • Streamlined sales workflows and introduced data-driven coaching, improving customer experience and upsell rates.

CX & Sales Consultant

Shopology / shopologyatx.com

2024 – 2025

  • Conducted in-depth diagnostics across client sales workflows using field interviews, CRM audits, and mystery shopping; delivered a prioritized roadmap that addressed tooling inefficiencies, training gaps, and process misalignment. Resulting in a 23% lift in average transaction value within 9 months.

  • Redesigned CRM pipelines for two national retail brands, restructuring lead stages and automating follow ups based on real sales behavior; improved data accuracy and reduced missed follow up opportunities by over 50%.

  • Built end to end processes including SOPs, scenario based training, and onboarding journeys. Decreasing new hire ramp time from 21 days to 9 while increasing manager reported rep readiness by 40%.

  • Deployed Tableau dashboards for district managers, surfacing rep activity metrics and targeted KPIs, Eliminating manual reporting and enabled proactive coaching based on leading indicators.

  • Introduced a clienteling strategy tailored to each brand’s buying cycle, including personalized follow-up scripts, buying behavior segmentation, and post-purchase touchpoints.

  • Developed branded playbooks and coaching kits for store leaders, including daily roleplay exercises and KPI-linked coaching topics. Improving close rates by 21% in 6 months across pilot locations.

  • Mapped both customer and rep journeys across physical and digital touchpoints, identifying six key friction zones; recommendations led to simplified checkout flows, faster onboarding, and improved NPS across all three client brands.