Eric Fletcher
Scrum Master / Product Delivery & Agile Transformation
New to Contra
Eric is ready for their next project!
Operations & Support Optimization for a Global Online Platform
Acted as Product Owner for a high‑volume online order system at a global distribution company. Analyzed and streamlined workflows, cutting open support tickets from 750+ to under 250 in six months. Created documentation standards, mapped core processes, and led cross‑functional training so Editorial, Product, and Engineering could work from the same playbook and ship changes with fewer issues.
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Digital Product Lead: B2B Ordering Platform for a Global Healthcare Manufacturer
Acted as Product Owner for a B2B online ordering system used by distributors and internal teams. Led requirements, process flows, and UAT to streamline order-to-cash operations, reduce manual processing and errors, and improve coordination between business, IT, and a third‑party vendor.
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Digital Product Lead: Member Portal Modernization
The Challenge
Modernizing a legacy portal for a major US healthcare provider to improve transparency and accessibility for millions of users.
Key Outcomes
Claims Transparency: Integrated real-time claims data into the portal, enabling member self-service and reducing support volume.
Global Accessibility: Led the Spanish language enablement initiative, removing barriers to care for a diverse member base.
Mobile Evolution: Directed a responsive pharmacy tool POC, transitioning legacy desktop views into a modern, cross-device experience.
Expertise
Product Ownership: Managed complex backlogs and stakeholder alignment in a regulated environment.
Agile Delivery: Scaled Scrum practices to ensure high-quality, predictable releases.
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Lead Development of Mobile App to Optimize Operations Across 12 Medical Centers
I led a 7-person team, including a Product Owner, UX Designer, iPhone Developer, Web Developer, and 2 Testers to develop a mobile application that helped medical center operations teams improve efficiency across multiple medical centers.
Working iteratively with feedback from 3 initial medical centers, we created a system to track occupancy in real time, including floor and department-level data, while standardizing metrics across locations.
Our work streamlined operations, improved data visibility, and earned an Innovation Award from CIO Magazine: Kaiser Permanente streamlines operations with analytics (https://www.cio.com/article/193464/kaiser-permanente-streamlines-operations-with-analytics.html).
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