Director of Product @ From November 2015 to Present (2 months) Greater Seattle AreaDirector of Product and Customer Experience @ • Created and owned the product strategy and roadmap for the Egencia Americas customer service team and operationally managed initiatives to improve Egencia's customer experience, service performance and quality. • Pitched and executed an innovative product and customer experience strategy, named the “Intelligent Service Platform” (ISP), which significantly enhanced Egencia’s unique value proposition in the marketplace, increased competitive differentiation, accelerated client acquisition and improved retention. ISP created a personalized, market-­leading customer experience and drove $1M+ in annual cost savings by reducing total call time by 5%. Introduced a first-to-­market mobile integration that received rave reviews from customers and the press when it was showcased at the industry’s largest annual global conference. • Developed patent-­pending solutions that uniquely enhanced the customer experience, simplified the customer support workflow for all customer segments as well as Egencia customer service representatives, and targeted to deliver $1M+ in annual cost savings to Egencia. • Led the strategic planning process to globalize Egencia's customer service applications across the Americas, EMEA, and APAC regions. • Utilized a data-­driven approach to drive a 75% reduction in mid-­office and back-­office fulfillment costs, saving $1M+ annually. • Regularly participated in client and prospect meetings to stay close to customer needs and wants, and to evangelize Egencia's customer service performance and integrations as a differentiator. • Managed a team of 30 with 6 direct reports. From April 2012 to Present (3 years 9 months) Group Product Manager @ • Owned and established Egencia’s product strategy based on quantitative and qualitative customer research, competitive and overall market intelligence, feedback from internal groups, and the company’s strategic direction. • Led the high-­performing product management team to successfully create and deliver products/features to support the strategy. • Managed the product release cycle by scoping, evaluating, and prioritizing projects, working with global technology teams for feasibility feedback, and presenting recommendations to senior leadership for approval. • Spearheaded an ‘innovation challenge’, gathering 170+ ideas from over 50 teams across 2 continents and re-invigorating Egencia’s culture of innovation and entrepreneurship among employees and teams. • Regularly traveled with the sales and account management teams to consult on strategic sales opportunities and assist clients in optimizing their travel program with Egencia. • Selected and recognized by the SVP as the winner of the “2011 Outstanding Employee” award. From March 2011 to April 2012 (1 year 2 months) Senior Product Manager @ • Served as the Lead Product Manager for Egencia’s largest-­‐ever strategic global initiative, combining geographically distinct technology platforms and service offerings into a single, unified, global solution for all customers. Worked with a global team to create high-­‐level project timelines, advised on the allocation of financial and personnel resources, and documented business requirements to ensure the project would differentiate Egencia by satisfying and anticipating the needs of customers over the next 10+ years. From September 2010 to March 2011 (7 months) Product Manager @ • Spearheaded Egencia’s addition of Amtrak rail service to Egencia’s e-­commerce portal. Evaluated potential Amtrak content partners and negotiated project savings of 50% versus the original business case. Developed the product positioning, go-­to-­market plan, internal and external training materials, customer communications, and tracked performance post-launch to report to senior leadership and internal teams. • Defined 4Ps strategies to target segments for new product features and service offerings. • Led an investigation into technology solutions to address spikes in inbound call volumes, improve call center efficiency, and increase customer satisfaction through self-service and automation. • Championed Egencia’s integration with a new mid‐office ticketing platform. Defined requirements, prioritized work, negotiated new pricing, managed the project through the entire lifecycle, and communicated status to impacted groups and executive teams. The integration reduced Egencia’s fulfillment costs by 30% annually. • Responsible for managing the product roadmap for Egencia’s Asia-­Pacific points-­of-­sale, Supplier Relations team, and Customer Service teams. Understood customer expectations in Asia-­Pacific markets (e.g. India, Australia), and performed feasibility analysis for new enhancements to set delivery timeline expectations. • Collaborated with internal teams to brainstorm and design solutions to optimize supplier revenue while providing Egencia travel agents and customers with valuable information to make more informed decisions. From March 2008 to September 2010 (2 years 7 months) Program Manager @ • Championed Egencia’s transition from one major global travel distribution system to another. Gathered requirements, wrote technical specifications, coordinated with development and test teams, liaised with internal/external teams, guided project through launch, and provided hands-on post-launch support. • Worked on several other projects to add website functionality to enhance client-facing online reporting, improve the user-experience, and increase travel agent efficiency to lower costs. From June 2004 to February 2008 (3 years 9 months) Program Manager @ • Worked on projects that addressed high-priority customer requests and improved the efficiency of customer service representatives. From May 2003 to August 2003 (4 months) Project Engineer @ • Led vendor research for a proposal bid to find robust oxygen sensors for use in an inert gas generation system to prevent fuel tank explosions in commercial aircraft. • Accountable to commercial, military, and space program customers, consistently delivering to meet their needs. From January 2003 to April 2003 (4 months) Product Developer @ • Evaluated new product initiatives for internet markets by creating ROI/NPV models using market research. Contributed ideas and questions for market surveys and analyzed results for use in financial models. • Assisted in Bell’s “Home Networking” strategy research for Internet gaming and home automation. Helped design the content for Bell’s first Home Networking web portal. From January 2002 to April 2002 (4 months)

MBA, Technology Management @ University of Washington, Michael G. Foster School of Business From 2009 to 2011 BASc, Systems Design Engineering @ University of Waterloo From 1999 to 2004 Angus Fan is skilled in: Product Innovation, Strategic Planning, Product Marketing, Customer Experience, Project Management, Customer Service, Program Management, Product Management, Marketing Strategy, Organizational Design, Team Management, Cross-functional Team Leadership, Solutions Marketing, Training Delivery, Quality Management