Los Angeles, California, United States
I am a results oriented Senior Operations Director with years of experience in strategic operations, project execution, and cross functional leadership in the retail and e commerce industries. My expertise lies in building high-performing teams, optimizing operational processes and driving scalable growth through data driven decision making. Throughout my career, I have led multiple international projects, optimizing supply chain performance and improving customer experience metrics by over 30%. My management approach combines precise analytics with creative problem-solving skills, ensuring efficiency while maintaining a superior brand image. I am passionate about translating complex business challenges into actionable strategies from digital transformation to sustainable operations.
Joined Honey during its pivotal period after its acquisition by PayPal, leading the core operations team and integrating and optimizing Honey's agile startup culture with PayPal's global scale and technology platform. Dedicated to improving user growth, engagement, and platform efficiency while maintaining Honey's core brand values. Strategic Leadership and Integration: Led the integration of key post-acquisition operational processes, successfully aligning customer service, anti-fraud, and membership programs with the PayPal ecosystem, achieving over 15% operational efficiency improvements within 18 months. User Growth and Retention: Managed user lifecycle operations strategies, driving over 40% growth in monthly active users (MAU) and significantly improving customer lifetime value (LTV) through data-driven personalized campaigns and membership benefit optimization. Scaling Operations and Automation: Built and scaled automated operational processes supporting tens of millions of users, including coupon distribution, merchant integration, and user communication, reducing the need for manual intervention by 30%. Cross-functional Collaboration: Worked closely with PayPal's product, engineering, marketing, and finance teams to develop roadmaps, ensuring operational strategy aligned with overall company goals and driving the successful launch of several key cross-functional projects. Team building and management: Led a diverse team of over 25 operations, analytics, and project managers, responsible for talent acquisition, career development, and performance management, fostering a high-performing, results-oriented team culture.
After gaining extensive experience in financial operations management as a Senior Operations Manager at Danone, I joined BlackLine France as a Senior Operations Manager. This role marks a new chapter in my career, expanding from optimizing supply chain and financial processes in the physical world to leading the digital transformation of corporate finance. My core responsibilities are ensuring the success and operational excellence of clients in France and serving as a strategic hub connecting client needs with product value. I led a professional services team responsible for planning and delivering the implementation and optimization of BlackLine's financial automation suite for corporate clients in France, including several CAC 40 index companies. This ensured clients maximized the platform's functionality, accelerating closing processes, strengthening internal controls, and automating compliance. Through regular business reviews, I successfully increased client renewal rates to over 95% and drove more than 30% of existing clients to make upsells or upgrade modules. I recruited, developed, and managed a high-performing team of client success and implementation consultants. By establishing standardized operational processes, a knowledge management system, and key performance indicators, I improved the team's project delivery efficiency by 25% and significantly increased client satisfaction scores. Proactively analyzed trends and the competitive landscape of the French financial automation market to provide decision support for regional business strategies. Represented the company at industry summits and seminars, sharing BlackLine's best practices in financial digital transformation and enhancing the brand's thought leadership in the French market.
As a project assistant at Danone, I provided critical operational and coordination support to the core project management office, ensuring the smooth progress of various cross-functional projects (covering new product launches, process optimization, and supply chain initiatives) in the fast-paced food and beverage environment. My primary responsibility was to maintain the operational efficiency of the project office and assist project managers in achieving project goals through precise execution.