Skip to main content
PM Studio Pro logo Will Mangaroo
About

About Me

I'm a product leader with 15+ years driving strategy, discovery, and delivery in retail banking and fintech, spanning digital platforms, contact center operations (including IVR), fraud prevention, and core systems modernization.

I built deep domain expertise as a Business Analyst early in my career, then transitioned into full-cycle product ownership. For over seven years at Woodforest National Bank, I owned end-to-end product management for a portfolio of six banking products—defining vision and roadmaps, leading discovery and prioritization, aligning cross-functional teams (including shared developers), setting OKRs, and delivering launches that reduced costs, mitigated risk, and elevated customer experience. In resource-constrained environments without a dedicated PM team, I proved product leadership through measurable outcomes rather than formal structure.

Data-driven by default, I turn ambiguous needs into clear, prioritized backlogs and release-ready solutions that create real business value.

I turn ambiguous stakeholder needs into clear product roadmaps, measurable OKRs, and release-ready outcomes that reduce cost, mitigate risk, and improve customer experience. Data-driven by default, I use KPI tracking and outcome measurement to inform every prioritization decision.

At Woodforest, I owned product roadmaps across six banking products, leading initiatives including IVR modernization, core platform migration, fraud-prevention features, and a greenfield Customer Information System. These products delivered measurable impact: eliminating over 2M monthly agent calls, cutting operating costs by 35%, and migrating 500K+ accounts with 99.9% data accuracy.

Earlier in my career, I led product discovery and delivery for airline and retail platforms, winning competitive bids, shipping ahead of schedule, and driving double-digit efficiency gains. Outside of work, I enjoy building systems that simplify complex problems and help teams deliver with clarity and confidence.

Impact

Career Highlights

Platform Migration at Scale

Led cross-system data mapping and validation for an end-to-end FIS core migration, ensuring 500K+ accounts integrated seamlessly with existing downstream applications.

Product Velocity & Quality

Raised team velocity 25%, cut defect escape rate 50%, and shortened time-to-market 30% across a six-product portfolio through backlog discipline and delivery optimization.

IVR Product Vision

Defined the product vision for an IVR modernization that eliminated 2M+ monthly agent calls and cut operating costs by 35%, turning a platform crisis into a strategic win.

Fraud Prevention Roadmap

Prioritized fraud-prevention features that cut risk exposure by 60% and reduced fraud/error rates by 75%, driven by KPI tracking and outcome-based prioritization.

Zero-to-One Product Launch

Owned vision, design, and launch of a greenfield Customer Information System, a new product that improved transaction processing by 33% and eliminated costly core licensing dependency for 500+ daily users.

Experience

Work Experience

Digital Banking Product Portfolio

Senior Business Analyst (Product Manager responsibilities) at Woodforest National Bank

Mar 2018 – Oct 2025

Owned product roadmap and backlog prioritization across six banking products spanning IVR, fraud prevention, and digital channels. Drove discovery, defined OKRs, and led cross-functional delivery from ideation through launch.

Key Outcomes

  • Reduced operating costs by 35% by defining the product vision for an IVR modernization that eliminated 2M+ monthly agent calls
  • Cut risk exposure by 60% by prioritizing fraud-prevention features on the roadmap, reducing fraud/error rates by 75%
  • Increased team velocity by 25% by establishing sprint rituals, refining the backlog, and clarifying product ownership across six products
  • Reduced defect escape rate by 50% by tightening acceptance criteria and driving a quality-first definition of done
  • Shortened time-to-market by 30% by streamlining the delivery pipeline and removing blockers for a team of 5
  • Maintained 100% PCI compliance while guiding Open Banking API integration strategy and platform architecture decisions
Product Roadmapping Backlog Prioritization OKRs & KPIs Stakeholder Alignment Azure DevOpsIVR PlatformOpen Banking APIsSQL

Core Platform Migration & New Product Launch

Senior Business Analyst / Product Owner at Woodforest National Bank

May 2007 – Mar 2018

Led product strategy for an end-to-end FIS core banking migration and owned the vision, design, and launch of a new Customer Information System, a greenfield product that replaced expensive core licensing with a lightweight, purpose-built solution for 500+ daily branch users.

Key Outcomes

  • Shipped a zero-to-one product (CIS) that improved transaction processing time by 33% and eliminated core licensing dependency
  • Migrated 500K+ accounts with 99.9% data accuracy by defining acceptance criteria and orchestrating cross-functional delivery
  • Avoided $35K in recurring costs by making a build-vs-buy decision to retire an internal Foreign Deposit platform
  • Accelerated stakeholder alignment by 45% through structured discovery workshops and standardized product artifacts
  • Reduced defects by 20% by translating product vision into clear user stories, use cases, and testable acceptance criteria
  • Improved release predictability by owning backlog refinement, sprint planning, and go/no-go launch decisions
Product Strategy 0-to-1 Product Launch Build vs. Buy User Story Mapping FIS Core BankingSQLCIS Platform

Airline Catering Platform Redesign

Business Analyst / Product Consultant at Saggezza

May 2006 – Sep 2006

Drove product discovery and redesign for an airline catering platform, identifying high-impact workflow optimizations and aligning cross-functional stakeholders around a prioritized delivery roadmap.

Key Outcomes

  • Increased operational efficiency by 38% by redesigning end-to-end product workflows
  • Identified $1.2M in cost savings through opportunity mapping and redundancy elimination
  • Delivered 5 months ahead of schedule by maintaining ruthless scope discipline and fast decision cycles
  • Reduced handoff friction by 10% by streamlining the product delivery pipeline between business and engineering
  • Cut rework by 24% by facilitating cross-functional alignment workshops with 11 stakeholders
Product Discovery Workflow Optimization Scope Management Cross-functional Leadership

7-Eleven Mobile Ordering Product

Business Analyst / Product Lead at NEC Display Solutions of America

Sep 2004 – May 2006

Sole product lead on a competitive-bid engagement to define, design, and deliver a manager-facing mobile product for 7-Eleven, enabling real-time inventory visibility, sales velocity analysis, and data-driven purchasing decisions on the sales floor.

Key Outcomes

  • Drove 26% profit increase through new supply chain workflows and data-driven ordering features
  • Achieved 45% user adoption by defining intuitive UX patterns, onboarding flows, and training materials
  • Improved release quality by 31% by owning acceptance criteria, user validation, and go-to-market readiness
  • Won the competitive bid by translating 7-Eleven's strategic vision into a compelling, technically grounded product proposal
  • Delivered on time and $1.2M under budget while managing scope evolution across NEC, Microsoft, and 7-Eleven stakeholders
Product Vision UX Strategy Competitive Positioning Multi-vendor Coordination Microsoft AnalyticsMobile PlatformPOS Integration
Toolkit

Skills & Expertise

Product Strategy

Product Vision & RoadmappingProduct OwnershipOKRs & KPIsBacklog Prioritization (RICE, MoSCoW)Build vs. Buy DecisionsGo-to-Market Readiness

Discovery & Delivery

Product DiscoveryUser Story MappingAcceptance CriteriaSprint Planning & RetrospectivesRelease ManagementLaunch Validation

Agile & Frameworks

Agile ScrumSAFeKanbanCross-functional Team LeadershipAgile CeremoniesContinuous Improvement

Domain Expertise

Retail BankingContact Center / IVRFraud PreventionCore Systems ModernizationDigital PlatformsRegulatory Compliance (PCI, SOX, AML)

Technical Fluency

SQL & Data AnalysisAPI Strategy & IntegrationPlatform Architecture DecisionsAzure DevOpsJiraData-driven Decision MakingKPI Dashboards & Reporting

Stakeholder Management

Executive CommunicationCross-functional AlignmentWorkshop FacilitationVendor & Partner ManagementConflict ResolutionChange Management
Credentials

Education & Certifications

Education

University of Houston

Computer and Information Sciences and Support Services

Certifications

SAFe Scrum Master

Scaled Agile · Jun 2020

SAFe Product Owner / Product Manager

Scaled Agile · Jun 2020

Testimonials

What Colleagues Say

“I've had the privilege of working with William for many years, and he is truly one of the strongest Business Analysts I've worked with. He has an exceptional ability to break down complex problems, ask the right questions, and turn ideas into clear, actionable solutions. William consistently brings insight, professionalism, and strong collaboration to every project.”

CJ
Caroline Jeter Branch Services Director, Woodforest National Bank

“I have been working with William since February 2020 and I cannot say enough about his dedication and work performance. He is the first one to come into the office and the last one to leave. He is very professional with his line of business and goes out his way to help. I would recommend William, as he would be a great asset to any company.”

SZ
Shakil Zaman IT Consulting Services, Woodforest National Bank

Let's Connect

I enjoy connecting with other product and technology professionals. Feel free to reach out.

Get in Touch LinkedIn Profile