Ryan Wold quick visual resume →

Engineer and product manager who builds feedback systems inside institutions. Founded and ran Touchpoints, a government-wide customer-feedback platform at GSA, from prototype to 4,200+ users and 9.5M responses over seven years. Twenty years of experience across public finance, education operations, product consulting, and federal service — comfortable owning a system end-to-end, from stakeholder alignment to security compliance to schema design.

Led innovation projects across the U.S. federal government, including a government-wide customer feedback system aligned with the President's Management Agenda, advancing the U.S. federal data strategy by managing data as a strategic asset.

• Systems Thinking & Business Process Design: Maps organizations as systems to identify efficiencies, design workflows, and build sustainable, documented processes.
• Product Management: User research, requirements gathering, and backlog ownership; effective across executive, technical, and frontline audiences.
• Leadership and Management: Director-level experience running business and technical operations; managed teams of 2–30 people.
• Full-stack Software Development: Ruby/Rails, Elixir, JavaScript, and Postgres; test-driven development, data pipelines, ETL, and performance analytics.
• Security & Compliance: Led the federal ATO (Authority to Operate) process for Touchpoints; re-established the ATO for GSA's Digital Analytics Program.

• Implementing RPMS (Resource and Patient Management System), the Indian Health Service's health information system, for the Yakama Tribal Nation (2026 – present).
• Developed a topic modeling tool to understand how LLMs are used in the workplace, with the NIST CAISI (AI) team at the Department of Commerce — in support of OMB Memo M-25-21 (Accelerating Federal Use of AI) and inspired by Anthropic's Clio research — using Elixir, Python, NomicAI embeddings, LLM integrations, background jobs, visualizations, and API.
• Established analytics.colorado.gov with the Colorado Digital Service, under a Statewide Internet Portal Authority (SIPA) grant (2025).
• Built and operate touchpoints.app and jurisdictional.org.
• Launched the practice with the City of San Francisco as first client, through the Startup in Residence (STiR) program, rapidly prototyping a streamlined registration process for street artists.
• Consulting to small and mid-size organizations on business strategy, web application and database development, organizational workflow, documentation, and user training.
• Built napavalleystreamfest.com, a site to highlight a growing media film event in Napa Valley, driving ticket sales and supporting the attendee experience.

• Founded, built, and operated Touchpoints, a government-wide customer-feedback platform, for seven years; scaled from prototype to 4,200+ users across 100+ federal teams, capturing 9.5M responses across 400 data collections.
• Led Touchpoints' security compliance, earning and maintaining its federal Authority to Operate (ATO).
• Proposed and led the consolidation of the U.S. Digital Registry — a dormant, unmaintained system — into Touchpoints, restoring active management and saving $200K+ annually.
• Advised the Digital Analytics Program (analytics.usa.gov) for six months during a vendor transition, re-establishing its ATO.
• Led an NLP pilot on open-text feedback (semantic + trend analysis); selected vendor and executed cross-org data-sharing to unlock new insights.
• Prototyped a web service to assess free-form user text data with zero-shot classification using Facebook's bart-large-mnli model.
• Developed CX data pipelines end-to-end: automated ETL, standardized metrics, and published dashboards.
• Spoke on CX, product backlogs, org/service design, and blockchain-adjacent software patterns.

• Consulted as a Product Manager to client executive and innovation teams; identifying customer needs and aligning product delivery in support of client business objectives.
• Coached client Product Managers and teams on agile (XP - extreme programming) processes and Service Design to improve feedback loops at the team, product, and organizational levels.
• Led technical pre-sales efforts with State public sector clients; established partnership with international Systems Integrator.
• Decomposed high-traffic monolith applications into micro-services, including live app and database migrations (examples: extracting a payment system, layering admin roles, permissions, and logging)
• Presented to technical audiences on topics including Business Process Management (BPMN), user-centered development and design systems, and agile development practices.

• Consulted on all phases of software design and development engagements; including project inceptions, validation sprints, and longer-term software design/build projects.
• Rapidly-prototyped and launched an innovation project for Time Magazine in 8 weeks, acquiring 75+ users within 2 weeks after launch.
• Developed TAHI/IHAT for PLOS (Public Library of Science), a collaborative editor for peer-reviewed research publishing.
• Conducted formal and informal customer interviews. The research informed strategic business opportunities, software product development, and improvements to service offerings.
• Created custom landing pages with A/B variants, and drove traffic through Facebook, Google, Twitter ads, and newsletters. Measured acquisition and retention funnels in Mixpanel and Google Analytics. Implemented Stripe for credit card payments.
• Wrote, released, and managed software applications, some open-source, using Ruby, Rails, JavaScript, Ember.js, Postgres, Redis, and Go.

• Development lead on Citizen Participation 2.0 software products. Developing desktop and mobile web tools using Ruby, Rails, jQuery, MongoDB, AWS, OAuth, Google and Facebook APIs.
• Organizational lead on internal knowledge management. Advocated for radical transparency in the workplace.
• Assigned to work on the first Office of the CTO project, to hone in-house practices of agile product prototyping and delivery, including organizational readiness.
• Worked directly with public staff of all levels - clerks, IT staff, department executives, and elected officials at the county, special district, state, and federal levels.
• Championed and fostered a repeatable, shared product design and delivery process, based on Dan Brown's book, Communicating Design .
• Continuously deployed tested software through Jenkins and Bamboo pipelines, on AWS and Heroku infrastructure.

• Project lead on the university's internet and intranet portal re-design and launch. 500+ public pages, 3000+ documents and images, coordinating with 50+ primary web content publishers. Automated and streamlined internal business processes through documented workflow models. Proposed information architecture for the campus, including the management of personal, departmental, and campus-wide files and data - and including private and shared files

• Participated in organizational outreach with civic-technology organizations, including the World Bank, NPR, and the NY Senate Office of the CIO.
• Wrote open-source Ruby data-scrapers for the National Data Catalog.
• Designed a visualization of the relationships between 65,000+ nodes in the Federal body of law

• Responsible for all operations (technology, finance, and facilities) functions of a 501(c)(3) nonprofit Solano County Charter Middle and High School (700 students, 50+ staff, $5+ million annual budget)
• Developed, implemented and managed policies, processes and workflow strategy related to all organizational operations, including: school funding, grants management, student scheduling, attendance procedures, technology, system development and maintenance, licensing and configuration/change management and network security
• Improved financial reporting, attendance, and student reporting functionality to improve data integrity and timeliness
• Developed a Volunteer program using online tools to coordinate more than 1,000 parent and community volunteers during the 2009-10 school year
• Managed $1M+ federal ARRA grant funds, including: application, receipt, spending, and reporting
• Defined user-requirements and evaluated software solutions with committees, administrative staff and teachers, and aligned technologies with business and educational objectives
• Managed, coordinated and provided hands-on technology support and training with technical staff and teachers (grades 6-12)

• Managed long and short-term projects to completion: performed needs assessments and requirements gathering, created scope of work documents, developed formal flowcharts and process maps, and coordinated user-acceptance testing
• Developed and supported Sungard Bi-Tech's IFAS (Integrated Financial Accounting System); expanded functionality of existing modules through programming (Ruby on Rails and ODBC), conducted formal system testing, analyzed user requirements, programmed interfaces, provided training for clerical and administrative system users, and served as sole contact for system issues for more than 400 users
• Wrote more than 200 financial reports for users using Bi-Tech's report writer (CDD), SQL, and VBScript, with hooks into the MS Office API to automate user tasks
• Implemented: a custom document management system for 300,000+ scanned document images, Price-Waterhouse Coopers TeamMate audit software package, Maximus MaxCars cost-allocation software, and an intranet wiki (instiki) to promote knowledge transfer within the organization