Devin Elston

Resume

Feb 2021 - Present

Beachbody

Director of Product Management

Helping to build the next generation of streaming experience for Beachbody On Demand.

Mar 2018 - Present

Vetfini

Product & Experience Manager

Utilize tech industry expertise to create memorable branding & client experiences that help privately- owned veterinary hospitals thrive in competitive markets. (Manage all products, marketing & services)

  • 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
OCT 2017 - MAR 2018

CBS Interactive

Product Manager, Apple Platforms

Managed the CBS All Access apps with the most subscribers and highest engagement.

  • 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
NOV 2016 - DEC 2016

Hotstar

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.
APR 2010 - APR 2015

Hulu

Product Manager, Cross Platform

2013 - 2015

Responsible for managing several cross-platform features from strategy to launch while supporting the growth from 4 to 9 million paying subscribers. (Owned Watchlist, Account Page, and Help Center)

  • 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

Head of Customer Support, Product Lead

2010 - 2013

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.

  • 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)
AUG 2008 - APR 2010

Apple

Creative

Worked one-on-one with customers to help them get the most out of their new Apple devices.

  • Achieved a 99% satisfaction rating across 1,200+ individual training sessions
Degrees in 2008

San Jose State University

B.A. Psychology
B.S. Advertising

Also worked in a variety of student positions while earning degrees.

  • 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