New York, New York, United States
- Pioneered AI-driven Know Your Customer (KYC) program across Global Technical Support organization, identifying operational inefficiencies, architecting automated solutions, and executing major process improvements that transformed customer service delivery - Translated program objectives into detailed technical requirements and business documentation, demonstrating strong partnership with Engineering, Product, and Executive stakeholders - Collaborated with Engineering teams to design and deploy custom tools that decreased case resolution time, increased CSAT scores, and improved ESAT through intelligent automation and workflow optimization - Identified success metrics for the programs I managed, tracking progress through these metrics and revising as appropriate to meet the changing needs and requirements of the programs - Designed and implemented new case backlog management process for global support organization, establishing scalable frameworks for high-volume ticket handling - Drove headcount and capacity planning initiatives, ensuring resource projections aligned with budget constraints while maintaining service level commitments - Designed and executed comprehensive change management communication strategy for GTS organization, including pre-change meetings and post-change evaluation processes - Engaged in headcount and capacity planning, ensuring that headcount projections stayed within budget - Led efforts to forecast and analyze internal cloud compute spend, identifying inefficiencies and implementing solutions - Redesigned and simplified Quarterly Business Review process, eliminating unnecessary overhead and enabling leadership to refocus on strategic priorities - Collaborated with Principal Program Managers to implement Kepner-Tregoe methodology, forecasting global training impact to prevent SLA disruption
- Owned end-to-end Zendesk administration and technical architecture, including advanced configuration of triggers, automations, macros, help center, custom reporting dashboards, and workflow optimization to support rapidly scaling user base across multiple channels - Created comprehensive weekly CX analytics report, delivering actionable insights and data visualizations to Engineering and Leadership teams that directly informed product roadmap decisions - Led our GTM efforts from a customer perspective, working with Engineering and Product leads to QA, troubleshoot, and provide feedback about our payment process - Built and maintained biweekly AI/LLM quality monitoring and governance program, systematically collecting and categorizing model feedback to improve performance and address hallucination, accuracy, freshness, and triggering issues, establishing early frameworks for AI quality control - Designed and executed white-glove onboarding process, personally onboarding 1,000+ users and establishing scalable customer success workflows - Conducted 450+ one-on-one troubleshooting sessions with users to resolve technical issues, reduce churn, and gather qualitative product feedback - Developed and led 13 one-hour live webinars with leadership from Executive, Engineering, and Product Teams to excite and engage existing users
- Managed the day-to-day delivery operations for a high-end cannabis company, reporting directly to the CEO - Collaborated cross-functionally with Risk, Security, Legal, Accounting, and Payroll teams to ensure compliant, efficient operations within budget - Built delivery service team from ground up, including interview process, SOPs, training protocols, KPIs, and daily operations planning, personally screening 150+ applicants - Created Customer Service policies and language, coaching colleagues on proper customer interaction - Coached team of 20-25 drivers on best practices and dispatched resources for maximum operational efficiency - Created and maintained delivery schedule
- Helped grow the LA market by 400% (4k deliveries/day to 20k deliveries/day) - Maintained an active, high-quality fleet of over 5,000 couriers - Closely monitored fleet quality based on ratings, feedback, and other metrics - Identified and removed underperforming couriers and promoted and celebrated high performers - Identified specific challenges for fleet growth and retention and proposed solutions - Presented the Postmates service to courier applicants by hosting daily onboarding sessions for 100+ applicants - Managed email and social media communications with couriers - Monitored Facebook and Twitter to identify issues and reach out to couriers as needed - Engaged in promotional activities, merchant outreach, and public awareness initiatives - Addressed courier concerns in-person during daily office hours, taking the time to have personal interactions and meaningful conversations with every courier