San Francisco, California, United States
Over a decade of experience in strategic program management, operational efficiency, cross-functional leadership, and people management at subscription, rental, and e-commerce companies. Passionate about improving user experience, identifying core customer problems, and using data to roll out meaningful solutions. Past projects include launching a new business line, driving strategic initiatives from 0 to 1, scaling existing products, revamping programs to improve customer experience, and using data-driven insights to develop MVP programs to test product concepts. Top Competencies: Technical • Technical Documentation • Scrum • Risk & Gap Analysis • Business Strategy • Consumer Insights & Analytics People & Organizational • Cross-Functional Leadership • Strategic Communication • Timeline Management • Critical Thinking • Stakeholder Management Software Systems • Asana • Smartsheets • Looker • Miro • Jira
Employ technology to engage students, research industry updates, and facilitate collaboration with professors. Grade student work, respond to inquiries, and coach students on presentations. -Attend lectures, foster student engagement, and provide valuable insights to enhance comprehension. -Ensure timely feedback and assessment accuracy through diligent grading of exams and assignments, promoting student learning and growth.
Translated business problems into actionable initiatives, managed projects from initiation to completion, and collaborated with cross-functional teams by tracking milestones and providing insights. ● Launched Fine Jewelry Rental business earning company-wide award for strategic execution. ● Drove new business line expansion by managing project budget, design reviews, stakeholder alignment, creative asset creation, go-to-market launch, revenue reporting, and inventory tracking. ● Identified reduction in retention and coordinated taskforce to execute strategic initiatives to decrease churn through 15 cross-departmental initiatives. ● Created training program for over 1000 employees on new software, achieving 80% completion within 2 weeks, leading to improved software adoption and employee performance. ● Identified low adoption rate for new online product and partnered with demand generation and product teams to implement a virtual try-on software, resulting in a 25% increase in add-to-cart rates. ● Designed & deployed A/B tests to improve checkout flow in partnership with the engineering and product teams, improving customer experience & increasing online orders by over 300% within 3 months.
Developed safety programs, led team development, oversaw daily fulfillment of over 2000 on-time deliveries, and managed P&L for a team of 30 and a 50k square foot facility. ● Developed safety and onboarding programs, administered training and certifications, and enforced safety procedures, resulting in the reduction of hazardous workplace incidents. ● Implemented workflow improvements across departments using process mapping, time studies, and automation software, resulting in a 9% increase in inventory accuracy. ● Created contingency plans for operations issues, including software malfunctions, inventory exceptions, and equipment issues.
Oversaw warehouse operations, strategic initiatives, and team development for bi-coastal fulfillment team of 50 employees. Developed leadership, set operational objectives, and managed vendor relationships. Promoted 4 times. ● Increased gear sales by 40% YoY, creating a new online rating system to communicate equipment quality & re-positioning the service on our site from “get cheap gear” to “guaranteed quality transparency.” ● Launched same-day shipping to online checkout. Coordinated a cross-functional team, gathering customer testimonials, analyzing adoption rate & revenue impact. Expanded to 2nd market. ● Improved employee retention by creating career ladders in all operations departments. Partnered with HR, finance, and leadership to integrate growth assessment into the annual review process.
Responsible for all East Coast warehouse operations and facilities. Supervised 30 employees, including department heads and leads. ● Bridged communication gap between bi-coastal teams by organizing a leadership retreat and leading a Six Sigma process mapping, resulting in a streamlined fulfillment process. ● Recognized a gap in training on new video equipment for customer-facing teams. Led cross-functional team to implement a technical ingestion process & create a knowledgebase. ● Identified learning and development opportunities and partnered with L&D and department heads to create and teach career improvement workshops.
Responsible for bi-coastal video customer service team. Supervised 7 people in two locations, doing VIP order fulfillment and delivering technical video phone and email support. ● Revamped customer journey for users who spent more than $5k, including lifecycle emails, site information, and high-touch customer service, resulting in an improved ROI.