zendesk > zendesk Employee Directory > Lana Thorman, CSPO
lanathorman
Last updated: Yesterday
Lana Thorman, CSPO's Personal Email and Phone Number
Find unlimited person contact information for free with noon.ai.
Lana Thorman, CSPO
Director of Product Management
Find email
(free lookup!)
Find phone #
(free lookup!)
Location: Washington DC-Baltimore AreaApprox. Years of Experience: 14
Lana Thorman, CSPO's Current Workplace
Zendesk
Company Size
2500+
Amount Raised
$85.5M
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world.
Show more
Notable Investors
Goldman Sachs, Silicon Valley Bank, IVP, Index Ventures, CRV
CRM
Web Apps
Customer Service
Enterprise Software
Experience
Zendesk
Mar 2022 - Present
Director of Product Management
Feb 2025 - Present
• 5 mos
Group Product Manager, Resilience & Reliability
Oct 2022 - Feb 2025
• 2 yrs 5 mos
Oversees a team of Product Managers while guiding observability roadmap development. Leads product strategy and execution for enterprise-level reliability and observability solutions. Directs platform reliability initiatives and cost optimization efforts across multiple scrum teams. Partners with enterprise customers to identify and resolve critical customer pain points. Drives cross-functional collaboration between engineering, design, and business stakeholders to deliver product excellence. Establishes success metrics and KPIs to measure product performance and team effectiveness. Skills: Product Strategy · Site Reliability Engineering · Business Resilience · AWS · Agile Leadership
Principal Product Manager, Resilience
Mar 2022 - Oct 2022
• 8 mos
Spearheaded long-range planning exercises across six scrum teams to develop a comprehensive business resilience roadmap. Spearheaded cost governance programs delivering a 20% reduction in observability costs totaling $3M in savings, which established new efficiency benchmarks for the organizations. Skills: Business Resilience · Disaster Recovery · Crisis Management · Customer Communication
Navy Federal Credit Union
Dec 2013 - Mar 2022
Manager, Incident Communications
Oct 2019 - Mar 2022
• 2 yrs 6 mos
Established Navy Federal’s enterprise-wide incident communications program. Developed comprehensive communication strategies that keep internal and external stakeholders informed during critical IT incidents. Briefed C-suite executives across the enterprise to keep the credit union operational and informed. Skills: Incident Management · Strategic Communications · IT Service Management · IT Operations
Communications & Product Manager
Dec 2017 - Oct 2019
• 1 yr 11 mos
Directed enterprise-wide digital strategy for $170B financial institution serving 13M members. Oversaw content strategy and user experience optimizations for digital properties and mobile banking platforms. Focused on accessibility remediations to adhere to WCAG 2.0 standards. Led agile transformation initiatives across development teams. Managed internal and external communication channel development and enhancements, including an award-winning intranet and content marketing microsite. Skills: Content Strategy · Adobe Experience Manager (AEM) · Adobe Analytics · Web Content Accessibility Guidelines (WCAG) · Intranet Portals
Business Operations Analyst
Dec 2016 - Dec 2017
• 1 yr 1 mo
Focused on change management and communication for enterprise systems. Responsible for managing and developing the systems and websites for Navy Federal Credit Union's external and internal channels. Works to create the optimal experience for members (navyfederal.org) and team members (Navy Federal's intranet). Grand Prize Winner: Intranet Awards 2017
Web Content Strategist
Jul 2015 - Dec 2016
• 1 yr 6 mos
Developed and maintained Navy Federal's digital content strategy. Monitored online and digital properties for usability, relevance and member engagement in support of the corporate marketing plan and brand. Launched educational microsite, MakingCents. MakingCents: A New Way to Learn
Social Media Strategist
Dec 2013 - Jul 2015
• 1 yr 8 mos
Developed and executed comprehensive social media strategies to support corporate-wide social media initiatives for the world's largest credit union. Award-winning campaigns: 2016 Shorty Award, September Sweepstakes 2015 Best Social Media Campaign, Join the Family 2014 Social Media Award Honorable Mention, Navy Federal Bike Week
Social Media / Product Manager
Gannett Healthcare Group
Feb 2012 - Dec 2013
• 1 yr 11 mos
Led product strategy and development for heathcare-focused e-commerce and education platforms. Managed end-to-end product lifecycle from conceptualization through launch. Directed social media initiatives to drive audience engagement and revenue growth. Oversaw website optimization and content strategy for multiple digital properties. Coordinated with cross-functional teams to ensure seamless product delivery and user experience. • Launched Gannett Education’s first e-commerce website, ContinuingEducation.com. • Launched medical attire website, Nurse.com Scrub Store Skills: Product Launch · E-Commerce · Social Media Marketing · Web Content Optimization · Facebook Ads Manager
Manager of Events
Royal Institution of Chartered Surveyors
Sep 2009 - Jan 2012
• 2 yrs 5 mos
Education
  • 2017 - 2020
    Harvard UniversityMaster's of Liberal Arts in Extension Studies, Management
  • 2014 - 2016
    Harvard UniversityProfessional Graduate Certificate, Marketing Management
  • 2007 - 2011
    Leeds Beckett UniversityBachelor of Arts (BA), Events Management