ROBERT BURNS                                                Burns.Robby@Hotmail.com MBA, MDS, MS IT Mgmt., PMP                                                   509-430-6318

SENIOR PRODUCT MANAGER

Award-winning AI product leader specializing in automation, enterprise software, and translating complex business needs into technical solutions that boost efficiency, satisfaction, and revenue. Expert in product lifecycle management, machine learning, data science, process automation, cross-functional leadership, and customer empathy.

 

Skills 

LLms •  Agentic AI • Python • SQL • Machine Learning • Predictive Modeling • Data Visualization • Chatbot Development • Process Automation • Product Lifecycle Management • Enterprise SaaS • Agile/Scrum Methodologies • Cross-functional Team Leadership • User Experience (UX) Design • A/B Testing • Roadmapping • Data-Driven Decision Making • A/B Testing • Customer Journey Optimization • Regulatory Compliance

 

PROFESSIONAL EXPERIENCE

IS Project Manager III | HAPO Community Credit Union                                                                                                                      Nov. 2024 – Present

  • Product lead for proof of concept for an AI hub featuring an HR chatbot for employee self-service, an AI education portal, and a project management assistant to centralize workflow automation
  • Directed Secure Access Service Edge project, centralizing network management, delivering $400,000 in cost savings while improving security posture and user experience
  • Spearheaded pre-payment calculator software development, still collecting data, on track to reduce errors by 15% and 20% process time improvement while enhancing customer service delivery
  • Led Software Defined Perimeter project, creating unified network security and streamlined access management, simplifying tech stack and improving user experience
  • Elevated project coordination through improved standard operating procedures, resulting in enhanced project selection criteria and clearer process workflows
  • Led saas implementation for the mortgage department, creating a centralized database and marketing automation tool, still collecting data, on target for a 10% increase in loan closings

Business Intelligence Project Manager | Dutch Bros Coffee                                                                                                            Feb.  2023 – Jan. 2025

  • Built and led a side cross-functional AI/ML team of 5, developing an AI-driven chatbot for department onboarding and knowledge management.  Reducing onboarding time by 30%.
  • Led pilot project for Business Intelligence platform (DOMO), improving data accessibility, visualization, and decision-making capabilities across multiple departments
  • Directed marketing dashboard project integrating multiple department databases, delivering critical digital insights that informed strategic customer acquisition and retention initiatives
  • Led development of sales and labor scorecards, enabling executives to access multiple KPI measurements in a unified dashboard, improving data-driven decision making by 40%
  • Elevated project coordination by implementing advanced communication (Slack, Miro) and project management tools (Jira suite), improving team collaboration and delivery timelines
  • Spearheaded Shop Scorecard Reports initiative, providing 700+ shop operators with real-time performance insights and competitive benchmarking against regional counterparts

IT-App Dev Project Manager | Dutch Bros Coffee                                                                                                              October 2021 – February 2023

  • Facilitated international team development of talent identification software, successfully identifying 325+ qualified candidates to support aggressive expansion of 150 new retail locations annually
  • Led complete SDLC of proprietary in-house ordering system with cross-functional team of developers, reducing inventory waste by 5% through predictive analytics and automated inventory optimization
  • Directed development of Enterprise Bonus Tracking Software, improving performance measurement accuracy and bonus payout efficiency, streamlining employee compensation processes
  • Led cross-functional team through SDLC of shop compliance reporting software, automating data collection and reporting with 10% accuracy improvement while ensuring regulatory adherence
  • Enhanced product development by implementing user empathy methodologies, including personas, user journeys, and customer feedback loops, creating standardized procedures that improved customer satisfaction metrics

Founder/Operator | Paper Street Brewing Company (Sold 2023)                                                                                   January 2013 – February 2023

  • Managed lifecycle of 100+ products from user research and persona development through roadmap execution, A/B testing, launch analytics, continuous improvement, and strategic retirement decisions
  • Collaborated with sales and marketing to capitalize on new sales channels and marketing opportunities through e-commerce website development, emphasizing user experience (UX) and customer satisfaction, resulting in a 25% increase in brand awareness and 30% increase in customer acquisition.
  • Executed a successful product pivot from barrel-aged beer to a high-margin hard seltzer line using market analytics and customer segmentation, optimizing profitability and expanding market reach through strategic distribution partnerships
  • Leveraged MarTech solutions for digital advertising campaigns, incorporating data collection and A/B testing methodologies to optimize customer acquisition funnels and drive sales growth
  • Developed product pipeline database, reducing stockouts by 15% through predictive modeling and automated inventory management

 

CURRENT AI/ML PROJECTS

Marketing & Operations Automation Agent | Saint Vincent de Paul Pasco                September 2024 – Present

  • Multi-Platform Marketing Automation: Developing an intelligent agent that searches the organizational database, generates customized content for individual marketing platforms, enables user review/approval, and automatically publishes across multiple channels

EDUCATION

  • Master of Data Science | University of Pittsburgh (Graduating December 2025)
  • Master of Business Administration | Boston University
  • Post Graduate Program in Data Science and Business Analytics | University of Texas
  • Master of Science in Information Technology Management | Western Governors University
  • Bachelor of Arts in Business Administration (Marketing) | Washington State University

CERTIFICATIONS & LICENSES

Project Management Professional (PMP) • Professional Scrum Master II • Agile Hybrid Project (PMI) • Lean Six Sigma Black Belt • Amazon Web Services Solutions Architect Associate • CompTIA Security+