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Updated experience section — removed outdated entries and added AI Squad

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Mike Rockwell
2026-06-16 12:05:38 -04:00
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<div id="experience"> <div id="experience">
<h3>Experience</h3> <h3>Experience</h3>
<ul> <ul>
<li><strong>Pocket Casts Product Liaison, <a href="https://automattic.com/">Automattic</a>; 2024 — Present</strong> <li><strong>AI Squad Member, <a href="https://automattic.com/">Automattic</a>; Remote — 2026 – Present</strong></li>
<p>Collaborated with other Product Liaisons to monitor for <a href="https://www.pocketcasts.com/">Pocket Casts</a> app updates, prepare Happiness Engineers to support new features, provided feedback to development teams, track trends in support tickets, and contribute to internal and public documentation.</p></li> <p>Collaborated with other AI Squad members to create and maintain AI-powered support chat bots and automated email response systems sourcing answers from product documentation. Worked on various AI-focused initiatives, internal tooling development, and maintenance.</p>
<li><strong>Happiness Engineer, <a href="https://automattic.com/">Automattic</a>; Remote — 2018–Present</strong> <li><strong>Happiness Engineer, <a href="https://automattic.com/">Automattic</a>; Remote — 2018 – Present</strong>
<p>Supported users of <a href="https://wordpress.com/">WordPress.com</a>, <a href="https://apps.wordpress.com/mobile/">WordPress Mobile</a>, <a href="https://simplenote.com/">Simplenote</a>, <a href="https://woocommerce.com/mobile/">WooCommerce Mobile</a>, <a href="https://jetpack.com/mobile/">Jetpack Mobile</a>, <a href="https://dayoneapp.com/">Day One</a>, and <a href="https://www.pocketcasts.com/">Pocket Casts</a> through email, live chat, and community forums. Regularly tested software updates and submitted bug reports and feature requests. Assisted in the onboarding of new employees with trainings on support tools, best practices, and offered feedback on support interactions.</p></li> <p>Supported users of <a href="https://wordpress.com/">WordPress.com</a>, <a href="https://apps.wordpress.com/mobile/">WordPress Mobile</a>, <a href="https://simplenote.com/">Simplenote</a>, <a href="https://woocommerce.com/mobile/">WooCommerce Mobile</a>, <a href="https://jetpack.com/mobile/">Jetpack Mobile</a>, <a href="https://dayoneapp.com/">Day One</a>, <a href="https://www.pocketcasts.com/">Pocket Casts</a>, and <a href="https://www.tumblr.com/">Tumblr</a> through email, live chat, and community forums. Regularly tested software updates and submitted bug reports and feature requests. Assisted in the onboarding of new employees with trainings on support tools, best practices, and offered feedback on support interactions.</p></li>
<li><strong>Pocket Casts Product Liaison, <a href="https://automattic.com/">Automattic</a>; 2024 — 2025</strong>
<p>Collaborated with other Product Liaisons to monitor for <a href="https://www.pocketcasts.com/">Pocket Casts</a> app updates, prepare Happiness Engineers to support new features, provided feedback to development teams, track trends in support tickets, and contribute to internal and public documentation.</p></li>
<li><strong>Woo Mobile Product Liaison, <a href="https://automattic.com/">Automattic</a>; Remote — 2023</strong> <li><strong>Woo Mobile Product Liaison, <a href="https://automattic.com/">Automattic</a>; Remote — 2023</strong>
<p>Collaborated with other Product Liaisons to monitor updates to the <a href="https://woocommerce.com/mobile/">WooCommerce mobile app</a>, prepare Happiness Engineers to support new features, provided timely feedback to development teams, contribute to internal and public documentation, and publish regular reports on support trends.</p></li> <p>Collaborated with other Product Liaisons to monitor updates to the <a href="https://woocommerce.com/mobile/">WooCommerce mobile app</a>, prepare Happiness Engineers to support new features, provided timely feedback to development teams, contribute to internal and public documentation, and publish regular reports on support trends.</p></li>
<li><strong>Product Ambassador, <a href="https://automattic.com/">Automattic</a>; Remote — 2021–2023</strong> <li><strong>Product Ambassador, <a href="https://automattic.com/">Automattic</a>; Remote — 2021–2023</strong>
<p>Facilitated communication between the mobile support team and app development teams to prepare for the impact of newly released features and effectively communicated feedback from users after launch.</p></li> <p>Facilitated communication between the mobile support team and app development teams to prepare for the impact of newly released features and effectively communicated feedback from users after launch.</p></li>
<li><strong>Merchandise Manager, <a href="https://www.dollartree.com/">Dollar Tree</a>; Elmira, NY — 2017–2018­</strong>
<p>Managed freight processing and supervised a team of three to four stockers as they replenish store shelves after hours. Unloaded trucks, received deliveries, made bank deposites and change runs, and assisted the store manager in supervising and managing cashiers.</p></li>
</ul> </ul>
</div> </div>
</div> </div>