Carmen Valtierra de Luis

Bodyguard.ai protects online communities with cutting-edge, AI-powered moderation. I joined as the first Senior PM and built the Product department from scratch, scaling it while driving the company-wide shift to user-centric, product-led growth.

• Built and led the Product team (PM, Designer, PMM), defining hiring scope and ensuring rapid onboarding and high performance.
• Made roadmap planning faster and more strategic.
• Positioned Product as the bridge between Tech and Business. Evangelized Product Thinking across the company, especially among Engineering Managers and the C-level team.
• Delivered 14+ major features aligned with GTM strategy according to out main value proposition: Moderation of online content and toxicity removal (Crisis Mode, Alerting system, LinkedIn, TikTok, and Discord moderation), Understanding of the online community (Audience Intelligence, Analytics page enhancements and email reporting, Taxonomy & classification improvements for clearer insights), Core SaaS functionalities (self-service social profile linking, Roles & Permissions, Reseller API for white-label account creation).
• Contributed to R&D initiatives (bot detection, Trust & Safety, CSAM moderation) and drove the value proposition review to strengthen online community understanding.
• Supported Sales and Marketing in webinars, client meetings, RFPs, training, industry events, and product demos.

• SEO improvement. We gained 20% more revenue thanks to a better positioning on Google.
• A contract wizard replacing tricky and time-consuming paperwork by 10 minutes and a few clicks, while providing best protection for both parties.
• A schedule manager to help our users to keep track of the services they've arranged with their employees.

• Designed a progressive migration for 18k users to improve the reactivity time of the product & remove the deprecated Instagram API dependency. Result: improved NPS (+15 points), user satisfaction (+20%) & sales objectives (+100%). Specifications: user flow with the backend developers, funnel's mockup;
• Designed the Zapier integration. User research: confirmed the need & set marketing selling points; Specifications: user flow & mockups; Zapier example recipes using the Smiirl Counter.
• Surveys, user interviews, competitors watch. Improved install process.
• Better understanding of the value proposition for our customers, our brand perception, how they use it with other Facebook's services.
• Managed product roadmap for the company, following 2-week sprints for the developers.
• Introduced the concept of Product Thinking and trained the whole company on how to apply it.

• Delivered regular reporting on the status of customer opinion and feedback relating to the Lima product.
• Made recommendations and Influenced corporate decisions regarding Sales and Marketing operations, User Experience, Product Chain and Logistics.
• Implemented strategies to significantly improve Customer Satisfaction (>90%), First Reply Time and Full Resolution Time.
• Responsible for the 'before', 'during' and 'after' Sales Support including Technical Support, Delivery, Replacement and the Refund process.
• Managed the Lima customer care team, consisting of an in-house operation (4 team members) and out-of-house function (12 members).