Senior Scrum Master, Release Train Engineer, and Product Owner with more than twenty years delivering digital products — and currently expanding into AI automation.
Before I was a Scrum Master and RTE, I was a Product Owner — defining scope, prioritizing backlogs, and accepting delivered work. Here's the product work that's most relevant to the roles I'm targeting now.
Owned mobile product for member-facing functionality across web and mobile teams. Facilitated planning, daily stand-ups, backlog grooming, demonstrations, and retrospectives — but the job was owning the product, not just running the ceremonies.
Managed multiple in-flight features and releases simultaneously, drove backlog grooming to review requirements, dependencies, and objectives, and accepted completed work from engineering.
Led a team of product owners to align and collaborate on release planning — mentoring other POs in the mobile group while delivering your own product roadmap.
Product Owner for a web tool that let members view and track their healthcare claims online — one of the first member-facing portals of its kind at the organization. Also owned a language enablement project that brought the same functionality to Spanish-speaking members.
Prioritized the product backlog and user stories for each sprint, defined project scope with sponsors for timely delivery of new features, and acted as business analyst during the integration of three regional web services that fed data into the new feature — with long-term architecture considerations built in for future projects.
Documented data elements and definitions for new features, approved functionality as engineers completed it in sprints, coordinated User Acceptance Testing with program management, collaborated with test data teams on data staging, and tested functionality after defects were fixed. Coordinated training for the new feature with program management.
In 2014, led efforts to update content for both English and Spanish on selected packages. In 2015, led a team in a responsive website proof of concept for a pharmacy tool — shipping a new member-facing experience end to end.
Product Owner of Business Wire Connect — an online order entry system. Investigated and documented business needs, worked directly with software engineers to deliver solutions, and acted as the user advocate for the product. Also owned the language enablement project that brought Chinese-language support to the platform.
Gathered requirements for new features and bug fixes, mapped process flows for distribution circuits, interviewed stakeholders on bugs and new features, created documentation standards, and trained Editorial department personnel on changes to the client order entry system. Created 20 reports for Marketing and Product Strategy departments.
Reduced application software support tickets from over 750 per month to less than 250 in 6 months — a direct result of owning the product and closing gaps between what users expected and what the system delivered.
Division product owner for e-abbott.com — a B2B online order system for distributors. Acted as the product owner for the online order entry system, investigating and documenting business needs and working directly with a software vendor to deliver solutions. Followed a hybrid Waterfall/Agile methodology across all projects.
Gathered functional requirements, developed use cases, process flows, data dictionaries, and test cases, managed User Acceptance Testing with customer service and contract chargeback departments, and documented the process for onboarding new distributors. Coordinated with corporate IT staff to resolve performance problems with the order entry system, and acted as the liaison between corporate IT and the division's business organizations.
Reduced $600,000 in past-due invoices to $100,000 in 3 months. Led training of distributors and customer service personnel. Traveled to Guatemala to meet with business partners and improve relations between the three organizations represented.
My career is built on product — owning the backlog, defining scope, prioritizing features, and making sure what gets built actually ships. From healthcare claims portals to member-facing mobile functionality to an online order entry system that cut support tickets by two-thirds, I've spent two decades as the person responsible for what gets built and why.
I've also been the person who makes sure the engine runs — as a Scrum Master, Release Train Engineer, and hands-on Business Analyst. That experience is what makes me a better product owner: I know how things get built, I know where the process breaks, and I've spent fifteen years coaching teams and leaders on best practices in Agile, Scrum, and SAFe. I can credibly say I've done both sides of the product-delivery equation.
Right now I'm expanding into AI automation — learning how to build and ship AI-powered workflows and agents. The portfolio you're looking at is part of that. It's also a record of what I've done.
A reverse-chronological look at where I've worked and what I've delivered — from enterprise Agile transformations to shipping the first product on a new platform.
Each entry shows the role, the organization, and the work. The highlighted contribution under each is the thing I'm most proud of from that chapter — the launch, the award, the process I built from scratch.
Established new Agile teams for the program, driving delivery of a new internal application from the ground up.
First in the solution train to launch a product on a new Azure platform. Received a CIO award for innovation for a mobile application used in medical centers.
Led a team of product owners to align and collaborate for release planning efforts.
Introduced Agile and Scrum practices to Business Analytics teams. Set up JIRA projects and Confluence space to enhance collaboration.
In 2014, led efforts to update content to both English and Spanish on selected packages. In 2015, led a team in a responsive website proof of concept for a pharmacy tool.
Reduced application software support tickets from over 750 tickets to less than 250 in 6 months.
Received President's award for working through a merger of a purchased company. Relocated to the New Orleans area to support business needs. Mended a damaged relationship between IT and customer service after performance problems with a new site. Managed workload during a web user increase of approximately 4% each month. Promoted positive department morale by organizing functions for employees. Traveled to Guatemala to meet with business partners and improve relations between the three organizations represented. Reduced $600,000 in past-due invoices to $100,000 in 3 months.
Five certifications across Scrum and the Scaled Agile Framework. All current; all from the certifying bodies, not coursework-only.
Scrum Alliance. License #423434. Foundational credential — facilitates Agile ceremonies, coaches teams, removes impediments.
Scrum AllianceScrum Alliance. License #423434. Backlog prioritization, roadmap ownership, stakeholder alignment, acceptance of delivered work.
Scrum AllianceCertificate #37927085-4983. Serves as chief Scrum Master for an Agile Release Train — facilitates ART events, manages risks and dependencies, drives continuous improvement across multiple teams.
SAFe 5Certificate #42814994-8329. Applies Scrum at scale within a SAFe environment — team-level facilitation, servant leadership, and alignment with the broader release train.
SAFe 5Certificate #81628738-5556. Owns the program backlog, prioritizes features, collaborates with stakeholders and engineering to deliver value at the ART level.
SAFe 4Currently expanding into AI automation — studying how to build and ship AI-powered workflows, agents, and automations. The coursework covers the practical, hands-on side: building real automations, not just theory.
Visit the community →Three things I'm actively building — each one practical, each one aimed at a specific audience. Not moonshots; tools that solve real problems.
A lightweight CRM for freelancers — simple contact management without the enterprise overhead.
otterly.work → RepSentinelReputation management for small business owners — keep your online presence in check without the enterprise price tag.
repsentinel.app → SmallApps.toolsA vibe-coding playground — simple tools built as I experiment and learn, no pressure to be anything more than useful.
smallapps.tools →For project inquiries, collaboration, or just to say hello — I read every message. Expect a reply within a couple of days.
I'm currently based in the San Francisco Bay Area and working as a Senior Scrum Master at Centene Corporation. I'm open to new opportunities, collaborations, and conversations about where AI automation is heading and what it means for the kind of work I've done my whole career.
Whether you have a question, a project in mind, or just want to connect — drop me a line. I read every message.
eric.s.fletcher@icloud.com