• Awarded the 2024 Gainsight GameChanger award for optimizing the Shipt Academy through multi-language and visual content development, resulting in 8% reduction in churn; 12% activation improvement; and 5% reduction in contacts• Design and deploy e-Learning and instructor-facilitated onboarding and continuous learning strategies for 250K+ gig-workers annually nationwide• Analyze proficiency and resource gaps through data-driven insights to implement targeted interventions, resulting in 48% YoY activation growth and course completion rate of 86%• Lead and conduct in-field user research events to gain insights to implement meaningful improvements• Developed and maintain video production and app simulation capabilities to quickly and independently generate educational video/motion content through in-field and in-studio capturing• Manage LMS and creative vendors, negotiate contracts, and monitor tooling effectiveness Ensure state and federal regulation compliance for 100K annual certifications through government affairs partnerships• Generate and implement strategic operational communication plans for targeted product adoption/enablement initiatives• Manage and Creative Direct video production and visual graphic capabilities to produce educational, enablement, and marketing content for internal and external audiences• Project manage cross-functional operations teams to gather feedback and insights to deliver business-aligned strategy recommendations to leadership• Continuously ideate and implement innovative product adoption and optimizations including recent nationwide in-market activation experiences resulting in $50K cost savings • Provide educational assets to 300+ call-center representatives and BPOs for phone and live chat communications

• Conceptualize and develop new programming to prepare learners and meet graduation KPIs • Coordinate with senior stakeholders to execute 3-5 outreach and recruitment events• Manage and design instructional content through LMS to ensure 100% course completion• Lead lecture and studio instruction for ~45 undergrad and grad students per semester

• Achieved 85% on-time graduation of learners through facilitation of quarterly coaching standups• Developed and implemented innovative assessment protocols to evaluate instructional design effectiveness, achieving 90% alignment with learning outcomes (KPIs) in 6 months • Managed team of subject matter experts for departmental projects including rolling out marketing/PR campaigns, project timeline development, scoping, and vendor sourcing• Directed multiple large-scale productions and events by coordinating teams of 75+ individual contributors, owning project schedules, and meeting 100% of milestones by proactively mitigating roadblocks• Conducted, published, and presented qualitative & quantitative research, garnering national recognition• Advanced initiatives for Dean’s Diversity Council by thought-leading a cross-functional team of 7 ICs to conduct market research, data analysis, and earn inclusive designations for multiple facilities on campus• Led digital and lecture instruction for ~190 undergraduate and graduate students per year

• Developed and executed 4 outreach events with over 450 participants• Increased course adoption by 15% through strategic marketing and recruitment efforts• Led digital and lecture instruction for ~50 undergraduate students per semester

* Increased course enrollment by 25% after implementing a complete curricular overhaul* Oversaw planning, resourcing, and issue management for annual production by guiding design and budgetary meetings, delegating responsibilities for staff, and gaining senior stakeholder approvals* Directed multi-performance large-scale production involving team of 60+ performers and staff for audience of 500 patrons, delivered on-time and within budget* Managed teaching responsibilities, schedules, and performance reviews for 3 direct reports* Led digital and lecture instruction for ~40 undergraduate students per semester

• Supervised and assigned tasks, conducted performance reviews, tested deliverables, and managed project timelines for 3-5 interns each quarter• Oversaw implementation and training for new Learning Management System, achieving 100% team adoption• Provided digital and lecture instruction to ~85 undergraduate and graduate students per quarter

•Ensure integrity of performance material through facilitation of regular evaluations and revisions•Engaged with guests during voyages to enhance customer experiences and increase attendance at performances•Consistently ranked in top 5% on customer satisfaction surveys•Assisted with shore-side excursion tours

• Consistently ranked in the top 1% for store sales every quarter, regularly hitting $90K-$100K/quarter• Shift managed up to 50 sales floor specialists and connected them with customers• Resolved customer service issues, repaired relationships, and served Business account clients• Delivered coaching and guidance to fellow team members through 1:1 and group sessions

•Managed team of 20+ drivers and customer service representatives•Facilitated engaging customer service experiences to advance mission and goals of company•Consistently ranked in top 1% of store sales and customer satisfaction surveys•Handled digital and physical payment transactions, with 100% audit accuracy•Delivered courteous and friendly service with enthusiasm while assisting customers•Developed processes to ensure rapid and professional check out experiences•Prepared high quality products while adhering to quality standards of company•Collaborated with store manager to assign employee tasks and work schedules