+ Spearheaded the migration from a monolithic to a headless CMS (WordPress to Contentful), launching a global technology platform across 30+ countries.+ Achieved cost savings of $135K annually by replacing Google Maps with an alternative Maps API.+ Developed a proprietary content model and digital FAQ library, enabling Spartan employees and franchisees to make on-the-fly updates to their digital products.

+ Partnered with engineering and design teams to define and prioritize product features, resulting in a 12% increase in conversion from event pages to add-to-cart.+ Created Looker dashboards providing daily funnel performance insights to the C-Suite.

Oversaw the early education and entertainment business portfolio reporting directly to the Managing Partners. Responsible for Marketing, Operations, and HR service strategies across 6 companies. Served as a primary point of contact for subsidiary company management, supply vendors, and local governments. Key Achievements:+ Assisted business directors to secure the required licenses and permits in a timely manner. Handled all in-person compliance inspections by local Fire Department, Health Division to ensure prompt resolution of any warnings or violations to avoid business interruptions.+ Proposed a digital marketing roadmap that resulted in 18% lead-to-customer conversion in the first quarter. Reviewed KPI reports produced by the outsourced agency and communicated progress/potential risks to the Partners. + Managed parent company website by timely content updates and web vital monitoring. Spearheaded the initiative to improve online brand reputation; responded to customer reviews, provided feedback/recommendations to the company management. Over 6 months period, the efforts results in a continuous upward trend, averaging 4.5 stars.+ Produced the bi-weekly payroll for 70+ employees for the Payroll Controller. Rectified any discrepancies by auditing and amending the biometric punch in/out system log. + Implemented facilities audit checklist to streamline and speed up communication between the businesses and the parent company maintenance department.

Led a 9-member team and all ops functions for the ride-share startup. Played a key role in defining, implementing, and optimizing driver acquisition and retention funnel strategy, and as a result, secured steady MAU% increase within the driver partners’s network for a streak of 18+ months.Ensured operational excellence and full regulatory compliance for 2 company markets. Served as a primary point of contact for City Officials and vendors with emphasis on rideshare assist during City events causing an exorbitant Coordination of commercial and passenger transportation. - Provided content model on features reported on data/ops and user insights for Digital Product backlog and level leadership data tends shared and served as a link to global ops resource to in-market leadership. Develop reporting models to enable data-driven decisions and assist city-level, regional, and expansion efforts.Key Achievements:+ Implemented a comprehensive, tech-forward driver outreach program that increased driver engagement ~18% and ultimately improved Estimated Time of Arrival (ETA), the industry’s most critical KPI.+ Spearheaded a restructuring of the Operations department in both of the company’s markets to increase operational efficiency and provide more job enrichment opportunities while reducing operating costs.+ Reduced incoming driver tickets 24.5% by optimizing the Driver Helper section of the website, which enabled the 24/7 Support team to provide more personalized service and faster response rates.+ Led the team responsible for adopting new legislation regulating ride-hailing companies in Texas. Worked across the company to ensure full compliance with the complex new law’s permitting requirements.+ Introduced more frequent performance evaluations for all Operations employees, which strengthened performance, improved employee experiences, and drove an 87.5% retention rate.

Provided a full portfolio of support to Fasten’s driver base via Zendesk, with my focus split between billing, customer service, and technical support. Directed regulatory compliance and operational alignment with company policies. Developed and implemented new ways to enhance service operations. Participate in driver recruiting events.Key Achievements:+ Appointed sole point of contact between Operations and the Product Team regarding system enhancements. Leveraged driver feedback to recommend several UI /UX optimizations to the driver app and web portal. + Served on the exclusive, COO-led team that launched Fasten in Austin, TX, the company’s 2nd market. Led a team of 2 and trained 20 personnel to process thousands of applications and on-board hundreds of drivers.+ Partnered in negotiating an agreement to operate at Austin-Bergstrom International Airport (ABIA) in time for the launch of service, including securing all necessary permits. + Cut office wait times 50%, optimized service operations, and enhanced driver experiences by implementing a scheduling system for driver billing and payment inquiries.