Ahmed Anwar

CSPO-certified Product Owner with 7+ years overall across digital products, SaaS, e-commerce, and customer operations. Direct experience as a Product Owner, Associate Product Manager, Product Associate, and Intern Product Manager, translating customer and operational problems into prioritized requirements, user stories, acceptance criteria, UAT, and release controls.

Customer Experience Manager at TGC (2023-07 – Present)

• Lead discovery and backlog prioritization for digital CX and commerce improvements across returns, exchanges, QC failures, VIP handling, out-of-stock demand, customer feedback, and ticket routing.
• Translate customer evidence and operating policies into product requirements, user stories, acceptance criteria, exception paths, and release priorities for TikTok-Zendesk, Zendesk-ClickUp, Shopify, and Google Workspace workflows.
• Define product-grade delivery controls including stable identity mapping, deduplication, retries, human approval, audit evidence, monitoring, replay, and rollback.
• Coordinate controlled UAT and release readiness across Zendesk, Shopify, ClickUp, WhatsApp, Instagram, and Google Workspace; compare delivered behavior with acceptance criteria before rollout.
• Use service and workflow data to prioritize improvements; delivered revised NRT/AHT reporting, channel normalization, longest-ticket views, and three validated PDF/CSV report pairs.
• Assessed five AI CX vendors and two overlay options; recommended a controlled pilot with measurable channel, accuracy, escalation, reporting, export, and rollback gates.

Product Associate - Part-time at Dirayaah (2024-09 – 2025-02)

• Validated product ideas and improvement opportunities through customer research and analysis of adult-learning, corporate-learning, and e-learning trends.
• Prioritized features against strategy, cost-benefit, and customer impact; supported UX/UI audits and adoption content including release notes, knowledge articles, and tutorials.

Associate Product Manager at Nahdet Misr Publishing Group (2022-10 – 2023-06)

• Analyzed product data, web analytics, customer trends, and competitive evidence; produced business cases, risk/status reports, and technical-specification inputs; coordinated product, engineering, and go-to-market stakeholders through launch readiness.

Product Owner - Part-time at Jamii Technology (2022-11 – 2023-03)

Intern Product Manager at MaxAB (2022-03 – 2022-06)

• Supported roadmap and launch timelines, prepared sprint stories with Product Owners, monitored feature impact, and contributed to root-cause analysis for bugs and unexpected behavior.

Customer Success Manager - Freelance at SITE123 (2022-08 – Present)

Provide part-time customer success support for a SaaS website platform, contributing direct user-adoption and product-feedback insight.

Customer support, CX, public relations, telesales, market research, and digital marketing roles at TIER Mobility, IQONIQ, United Call Centers, BAT, Vodafone, Connect4pro, Sutherland, Tree, and Makan Sherif (2017 – 2022)

M.S. in Business Analytics – Quantic School of Business and Technology (2025-10 – 2027)

B.B.A. in Business Administration and Management – Alexandria University (2013 – 2017)