Devin Elston

Resume

Beachbody

Feb 2021 - Jul 2024

Director, Product Management

Recruited to help Beachbody redefine the living room workout experience during the midst of the pandemic’s at-home fitness boom. Led complete redesigns of the TV platforms, the evolution of the connected-Bike experience, as well as cross-platform features like purchasing & content discovery.
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  • TV App Redesign. In first 6 months, partnered with design to oversee a ground-up-rewrite of the apps for 3 OTT platforms (Apple TV, Fire TV, Roku), unifying them with a modern & usable design
  • Video Consumption. Increased YOY video views on TVs by 59% and on Bike by 182%
  • Performance. Drove an improvement in crash-free user rate from ~80% to over 99% while also improving app load time and dramatically reducing the number of customer support escalations
  • Bike User Profiles. Spearheaded the start to finish launch of a feature that allows households to create profiles for each family member who use their Bike (used by >50% of BODi Bike owners)
  • TV Search. Launched a “search without typing” experience for TV apps that led to increased engagement and 60% better retention of new subscribers

Other Responsibilities:

  • Leadership. Led a small team and mentored other Product Managers
  • Partnerships. Managed partner relationships with device manufacturers and 3rd party vendors
  • Organizational structure. Brought design, program management, QA, and 3 separate engineering teams together into one TV-focused Scrum team, which helped improve quality and speed of execution, as well as increasing the knowledge sharing amongst team members
  • Release Processes. Created a process to socialize milestones and release plans internally, increasing stakeholder visibility and ensuring we hit our release dates every ~3 weeks

Vetfini

Mar 2018 - Feb 2021

Founder

Utilized tech industry expertise to create memorable branding & client experiences that helped privately- owned veterinary hospitals thrive in competitive markets. (Managed all products, marketing & services)
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  • Designed, tested, and developed a supply chain for custom cat toys that foster emotional connections between pet owners and their vets (the toys look just like the doctors in each hospital)
  • Enabled over $300K YOY revenue growth for clients by creating custom Rewards Programs
  • Increased clients’ customer satisfaction over 300% by delivering data-backed action plans
  • Doubled new client numbers while reducing costs with A/B tested website overhauls and re-brands

CBS Interactive

Oct 2017 - Mar 2018

Product Manager, Apple Platforms

Managed the CBS All Access apps with the most subscribers and highest engagement.
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  • Owned the roadmap and release timelines of the iOS, iPadOS, and tvOS apps (~1.5 million users)
  • Oversaw the launch of CBS Live TV Channels across apps on Apple platforms
  • Drove an internal move towards adopting modern UX design guidelines
  • Coordinated bi-weekly Agile sprints with design, program management, and engineering

Hotstar

Nov 2016 - Dec 2016

Product Management & Customer Support Consultant

Recruited by former Hulu colleague to help identify opportunities to expand the Hotstar iOS app experience and user base (there were ~1/30 as many users on iOS as Android). Additionally, mentored the customer support team on best practices for delivering world-class customer experiences.

Hulu

Jul 2013 - Apr 2015

Product Manager, Cross-Platform

Responsible for managing several cross-platform features from strategy to launch while supporting the growth from 4 to 9 million paying subscribers.
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  • Lead Hulu’s largest feature launch, releasing Watchlist simultaneously on 10+ different platforms
  • Co-authored patent for the Watchlist sorting algorithm (Patent: US 9,560,399)
  • Reduced customer support contacts by 25% with data-driven Account Page redesign
  • Closely collaborated with design, program management, and engineering, cultivating tight working
    relationships with cross-functional teams across 4 offices in 2 countries
  • Produced launch materials with PR, customer support, marketing, and video production teams
  • Evangelized projects internally, getting feedback and buy-in from internal stakeholders
  • Presented at company-wide events to introduce product innovations (500+ attendees)
  • Taught presentation skills during company-wide lunch & learn sessions

Hulu

Apr 2010 - Jul 2013

Head of Customer Support & Product Lead

First hire on the customer support team. Oversaw the day-to-day operations and expansion of the department while supporting the growth from 0 to 4 million paying subscribers.
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  • Grew the team from 2 to 100 agents (making it the largest department in Hulu)
  • Defined strategies to improve hiring, training, and management efficiency
  • Achieved 90%+ customer satisfaction with strategy of treating customer support as core to the product experience – testing and improving processes, interviews, and customer-facing policies
  • Drove additional changes across Hulu by delivering actionable “This Week In Support” reports
  • Reduced costs by focusing on employee engagement, resulting in low turnover (5% annually, compared to the industry average of 45%)
  • Product managed the launch of Hulu’s first TV app and iTunes Billing, which accounted for $6 million in revenue in just its first year (resulted in promotion to full-time product management)

San Jose State University

2008

B.A. Psychology & B.S. Advertising

Also worked in a variety of student positions while earning degrees.
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  • Drove adoption of Apple products across campus working as an Apple Campus Rep & Technology Peer Mentor, creating “how to” podcasts, and raising funds for an Apple-focused film festival
  • Co-taught capstone-level courses in mentorship and psychology