Thays Pritchard

Senior Product Development Manager

Asurion | Nashville, TN | 2021 – Present

• Defined business and product requirements for Asurion Tech Care (ATC) — a product offering that covers customers' electronics and mobile devices — including claim valuation and upgrade offers, translating complex business logic into user stories that enabled development teams to build features from the ground up across Phones, Appliances, and Connected Devices.
• Built and deployed workflow automation tool for 500+ agents using an in-house low-code platform — a decision-based triage workflow that guides agents through claim scenarios, lifting process compliance by 80% and cutting Supply Chain costs by $5M annually.
• Designed and ran a claim reimbursement pilot directly within the Replacement Portal — buyout completion time dropped 80%, operations center workload reduced 75%, delivered +5pt NPS and 15% more customers completing claims online. Findings directly shaped the 2026 product roadmap for connected home fulfillment.
• Defined fulfillment requirements and end-to-end customer experience journeys for In-Store Pickup at UBreakIFix — a first-to-market fulfillment option requiring detailed mapping of both customer and technician journeys from claim initiation through in-store resolution.
• Led significant cross-functional alignment across Legal, Engineering, Data Science, Supply Chain, and Client teams to socialize concepts, pressure-test approaches, secure sign-off, and maintain momentum through build and launch in an environment where competing priorities were constant.
• Ran a discovery pilot with an external data vendor to validate whether GenAI could normalize device data and improve identification accuracy during claims — building the business case for AI-assisted automation before committing to full integration.
• Contributed to the 2026 fulfillment roadmap by synthesizing pilot results and customer behavior insights into recommendations for senior leadership — making the case for automation across claim valuation, replacement decisions, and GenAI-driven device identification.

Product Fulfillment Manager

Asurion | Nashville, TN | 2016 – 2021

• Launched digital payouts, eSIM new device activation, and Next Day Expert Delivery to customers across 80% of the US — meaningfully improving operational efficiency and customer satisfaction for millions of customers.
• Led discovery sessions with stakeholders to define product roadmap, managed backlog prioritization, and coordinated sprint planning with development teams to meet release objectives across multiple concurrent initiatives.
• Managed cross-functional initiatives from concept through launch, delivering new customer experiences across mobility insurance and connected home programs.
• Wrote and maintained requirements from discovery through release — ensuring development teams had clear, actionable user stories at every stage.
• Hired, onboarded, and developed new team members; invested in coaching and building a collaborative team culture.

Business Process & Implementation Manager

Panalpina | Multiple Locations | 2012 – 2016

• Owned strategy and implementation for logistics operations across global locations — including hands-on process design, team training, and standardization work.
• Led the transition of US logistics operations to the Philippines — on the ground for training, process design, and standardization across two sites.
• Managed a team of 21 running daily import logistics; centralized and standardized how ocean-freight cargo moved into the US.
• Built foundation in international freight operations, client service, and global supply chain execution that informs operational perspective brought to product work today.