Shahram Fallahdoust-Senior Product Owner / Senior Business Analyst

Delivery of a digital, non-profit neighborhood platform to connect older adults with volunteers for practical support and social companionship. Responsible for business analysis, requirement definition, platform evaluation, and delivering a locally scalable service solution with a focus on AI-driven enhancements, data-based optimization, and clear market positioning. Evaluated several low-code/business platforms, including Odoo and Glide Apps, and considered monday.com as a CRM-adjacent option before choosing Glide Apps for implementation. Delivered a non-native mobile and desktop app with Glide Apps, as well as the web presence using WordPress. Tasks

• Gathered, analyzed, and structured functional requirements for the product and service model
• Conducted market, target group, and competitor analyses to position the offering
• Evaluated and selected suitable low-code/business platforms for implementation
• Defined key user journeys, business processes, and operational workflows for older adults, volunteers, and administration
• Translated functional requirements into specifications for profiles, task management, coordination, communication, and notifications
• Oversaw the implementation of the non-native mobile and desktop application in Glide Apps and the web presence in WordPress
• Prepared future AI-driven features such as intelligent matching and data-based optimization
• Ensured GDPR requirements were met Results
• Successfully delivered a digital support platform to connect older adults with volunteers
• Provided a solid basis for market positioning through market, target group, and competitor analyses
• Delivered a functional non-native mobile and desktop app using Glide Apps and a supporting web presence with WordPress
• Established a foundation for scaling and AI-based enhancements

Responsible for defining and prioritizing requirements for scalable e-commerce solutions with a focus on business goals, performance, internationalization, and automation of core platform processes. Managed migrations and integrated automated features to optimize the customer experience. Tasks

• Defined and prioritized functional requirements for scalable and automated e-commerce platforms
• Managed migration projects of existing online shops
• Integrated and automated payment processes, translation, and live chat features
• Designed requirements for an AI-driven chat/support agent, including intent definition, training data structure, and escalation logic (human-in-the-loop)
• Defined KPIs to measure the success of the agent AI (e.g., First Contact Resolution, deflection rate, average handling time, customer satisfaction)
• Guided UX/UI design and conducted usability tests
• Coordinated with stakeholders, development, and external partners Results
• Modernized the user interface and significantly improved user flow
• Accelerated product search by over 70% through optimized and automated workflows
• Increased performance by around 50%
• Successfully migrated a large online shop with several thousand products
• Reduced manual support inquiries by introducing an AI-driven chat agent and increased the self-service rate

Responsible for product and feature development of a cloud-based CRM product with web frontend and native mobile apps for iOS and Android. Focused on end-to-end product ownership from concept to delivery and on user-centric, scalable solutions. Tasks

• Defined the product vision and managed feature development throughout the lifecycle
• Structured functional requirements and translated them into user stories and epics
• Prioritized and maintained the product backlog
• Collaborated closely with development, UX/UI, and architecture
• Conducted functional tests and accepted deliverables
• Prepared the go-live and handed over to production use Results
• Successfully launched a new cloud-based CRM product
• Delivered native iOS and Android applications as well as a web frontend
• Provided a consistent user experience across all channels
• Established a stable functional foundation for further development and scaling

Responsible as Product Owner for concept, implementation, and delivery of a cross-platform customer self-care portal and mobile apps. Focused on digital B2C customer journeys, self-service features, process automation, and a seamless user experience across web and mobile channels. Tasks

• Acted as Product Owner closely aligned with the Chief Product Owner (CPO)
• Structured and prioritized business requirements for automated customer and service processes
• Translated requirements into user stories and backlog items
• Collaborated closely with development, UX/UI, and architecture teams
• Ensured consistent user flow and feature parity across the cross-platform solution
• Implemented and enhanced ePay and eDunning applications as cloud-based services
• Conducted functional testing, acceptance tests, and coordinated onsite and nearshore teams Results
• Successful launch of a B2C customer self-care portal
• Automation of key payment and dunning processes
• Consistent user experience across web and mobile channels
• Improved efficiency, usability, and adoption of digital customer processes

• Managed multiple projects around the transition and integration of Germany's largest telecom company
• Domains: commissioning, value added/premium services, carrier billing/direct2bill, large account SMS, portal (Google Analytics, activity tracking, affiliate marketing), white-label web/portal, and apps for MVNOs/ethno brands
• Supported building the business case for a unified customer data base and standardizing the product portfolio
• Redesigned, structured, and simplified business processes
• Planned project deliverables, schedules, resources, costs, and budget
• Coordinated and communicated with internal and external stakeholders, handling escalation management

• Complete overhaul and modernization of the CRM system within set time windows
• Support in optimizing the upgrade process and migrating customer data
• Assistance in planning the upgrade
• Support for change and incident management

• Planning and operational management of a company-wide program for a new ticketing system, website and mobile apps
• Consolidation of backend systems and simplification of the pricing model
• Managing internal and external stakeholders to meet the program schedule
• Handling political conflicts within the project environment
• Preparing and executing the IT software tender
• Preparing and finalizing IT software contracts
• Leading agile software development, testing and 3rd-level support
• Identifying and resolving weaknesses and errors

• Optimization and automation of call center processes
• Process and organizational analysis of complex customer communication
• Development of a transformation concept for call centers and communication channels
• Implementation of a multi-channel customer communication system with automation and archiving
• Conducting performance analyses to increase productivity
• Health checks and end-to-end monitoring of involved systems
• Project planning, control, budgeting and resource planning
• Coordination of integration and user acceptance tests
• Training users and departments (go-live handover)
• Automation of IVR, OCR, contract and document management

• Implementation of a new CRM solution (CRM, Billing, EAI) for customer service and sales
• Definition of business requirements and processes for call centers, business sales, and campaign management
• Design of the role model and analysis of security concepts and interface design
• Process optimization for customer service processes
• Team lead for order management, support/case management, and account portfolio
• Planning and leading JAD workshops with business and system specialists
• Requirements gathering, business process design, FIT-GAP analysis
• High-level and detailed functional design, validation of the end-to-end solution