Powerful Women in Consumer Technology 2019: Jenniffer Breitenstein
To see the full 2019 class of Powerful Women in Consumer Technology, please check out the program's home page.
Company: OnPoint Warranty Solutions LLC.
Tell us a little about your career history.
I’m a results-driven marketing executive with demonstrated success in driving growth from the ground up for emerging, evolving and established global companies, in the software, services, retail, manufacturing, third party administration, and software industries.
Joining OnPoint Warranty Solutions as a founding member in 2018, I was previously SVP, Marketing at ServicePower, where I built the marketing function for the business from its inception.
I served in various other roles at ServicePower including VP, Product Marketing; Director, Strategic Partner Management; and Director, Account Management. Previously, I worked in marketing, sales, partner management, product development and program management roles at companies including Service Net Warranty now AIG Warranty, GE Appliances Warranty Management subsidiary, and later GE Capital. Prior to that, I worked in several marketing and management roles in various marketing companies including Accent Marketing.
I am a certified 6 Sigma Green Belt, GE MDC graduate, former board member of the GE Louisville Area Education Advisory Committee and Elfun Chapter, co- chair of the GE Women’s Network Community Service Committee and was named one of the 30 Most Inspiring Women in Business in November 2017 by Insight Success Magazine.
What attracted you to a career in consumer technology?
Today, consumers interact with their personal networks and businesses through technology. We’re all connected 24x7 to each other and to the companies which we buy from through the devices in our pockets. The opportunities for us as product service providers to use the same technology to drive great product service experiences is infinite! Technology isn’t the single element in a great CX strategy used to exceed consumer expectations, but it is a foundational piece of the strategy. Developing CX-oriented technology to deliver product service in a more personalized, more intimate way than the IVRs of the past is exciting. It’s also exciting for me personally to help guide incoming female talent to technology and service fields. Both are still male-dominated. However, when viewing CX through the lens of a mother, wife, daughter, aunt, our instincts to care for our people kicks in. Using that characteristic in developing technology to better support CX is a talent we as women can uniquely offer our business.
What are the best initiatives available to attract women to careers in technology—and what hurdles are left to overcome?
Attracting women to careers in technology, particularly those entrenched in the product service and insurance verticals can be challenging. Though barriers to education and jobs in technology are failing every day, there are still lingering stereotypes which may dissuade some women from pursuing careers in technology, be that service or administration software, product manufacturing, marktech or insuretech products. I think there are a couple of things to consider when trying to attract more female tech talent.
One, we have to make jobs available and attractive to fellow women, understanding that each has different drivers based on their current personal situations. Some have family responsibilities to balance with work while others are inspired by social issues or personal passions which require time. Offering flexibility in the work place in terms of schedules, work from home options which today’s technology totally supports, are desirable to most any potential candidate.
Two, we have to empower our business partners, be them women or men, to solve problems and succeed. Success has many voices, all of which have value in or out of the tech space. Technology is moving so quickly. No one person or group can stay abreast of the changes or singularly decides on a course of actions. Empowering the team to contribute to the solutions, bring their life experiences and point of view, especially when mixing our female voice, in a balanced way is critical to any modern company’s success.
Three, pay disparity still exists. Our predecessors broke the first ceilings, but in some industries, like tech, the height of the ceiling keeps changing. As technology employers of choice, it’s critical to recognize equality and provide opportunity for it to grow each day.
I think it’s critical to women as a job resource pool to understand that we have the same technical skills as our counterparts, but often a different view of a problem and solution, rooted in our gender experiences. A stew takes lots of ingredients to to make, with each a necessary part of the recipe. Technology organizations are no different. It takes us all to deliver great customer experiences that bring consumers back to us time and again.
What accomplishments are you most proud of in your career?
I am most proud of OnPoint Warranty! We’ve assembled a team of executives that are truly driven to build a CX. We’ve put together an administration technology stack that enables to us care for our client and their consumers in a better way. We have created a network of insurance partners that allows us to offer the best product and warranty solutions for clients that balance risk and drive revenue. Our service network, and more importantly the way we manage them to deliver great CX is second to none. Our team managed service at some of the biggest brands in the world. We’ve leaveraged that experience at OnPoint to drive better product service than any of our competitors. We’re also on the cutting edge of martech. Driving warranty sales is more than POS attachment rates and mail pieces. There is absolutely still a place in our industry for traditional marketing practices. However, emerging digital marketing technology allow us to meet consumers where there are, on any device, driving personalized offers architected to help them protect and fix what’s important for them, even as their portfolio of products changes with every new mobile device, TV, appliance or service they require.
Any closing thoughts you’d like to share?
As we think of women in tech, I believe it’s most important for us as an industry to always, always, look through the lens of the consumer. If we use technology and process to care for the consumer, we can’t fail!