Service operations at scale
Workflow-heavy B2B systems
I build around work-order, field-service, and support workflows where small UX decisions become operational policy.
Senior Product Manager · SaaS, service operations, AI systems
Jarod Barrera
I build products for operationally complex teams: service workflows, communication systems, automation, and AI experiences that have to earn trust before they can change behavior.
Through Line
01
Operations made the work real.
I started in dispatch, support, and call-center systems, close enough to see where software helped and where it created new handoffs for people already under pressure.
02
QA taught me to respect edge cases.
Testing made the system visible: the exceptions, ownership gaps, fragile rules, and workflow breaks that do not show up in a clean roadmap slide.
03
Product turned the work into systems.
Now I use both lenses to shape communication tools, dispatch automation, recurring-service workflows, AI self-service, and internal systems teams can actually adopt.
What I Build
Automation with a trust model
Human control where it matters
Good automation is legible. Teams need to know what the system decided, what it skipped, and when a person still owns the call.
Behavior before feature count
Behavior change over feature theater
The useful question is whether the work changes what users do: fewer avoidable calls, faster handoffs, cleaner service rhythms, and lower support load.
Start Here
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About Me
Start with the operating background, product lens, and contact details before reading the work.