San Francisco, California, United States
The Strategy & Operations team serves as the strategic, operational, and analytical partner for Twilio's senior leadership and product & business leaders. As a Biz Ops Manager I focused on leading company scaling initiatives to help accelerate Twilio's operational execution. Projects included: leading the initiative to define Twilio's international billing requirements and platform implementation roadmap; improving the GTM and operational processes for contracting & billing, which reduced errors and unnecessary credits issued; and orchestrating a bi-weekly committee of senior leadership to steer the 4 key workstreams tackling billing improvements to drive customer satisfaction.
As Program Manager for Facebook's Media Monetization programs, I created and ran the cross-functional launch & scale programs for monetization products --the features enabling media publishers to monetize their high quality content on Facebook. Products included Video Ads, Sponsorships, and Branded Content. Additionally I was tapped to work on the lean cross-functional team to launch Facebook's first Monetization Eligibility & Brand Safety standards, and owned the global operational and partnerships enablement roll-out.
Led customer success focused strategic and operational projects reporting to BloomReach's Chief Customer Officer, including a new playbook for our core product, incubating a new team of external technical relationship managers, and a customer-wide NPS survey & insights analysis.
As a Product and Engagement Manager at BloomReach, I operated as part Product Manager, part Engagement Manager. As Product Manager, I worked cross-functionally with Eng., Data Science, Design, and QA, to prioritize, develop, and test new features. These included an updated A/B testing methodology to prove incremental lift and ROI to customers, and internal tools to scale this testing. As Engagement Manager I managed a portfolio of top strategic enterprise customers through the customer life-cycle from implementation to renewal. I led cross-functional teams to maximize the performance of our product and drive customer adoption and satisfaction. I earned the Team Excellence Award, awarded by Executive Team Leadership for outstanding contributions to customers and company-growing initiatives. BloomReach is a leading cloud personalization platform with eCommerce applications in search, navigation, marketing, and merchandising technology. BloomReach is backed by top investment firms including Bain Capital Ventures, NEA, and Lightspeed Ventures.