As Head of Studio Operations at Rival Schools, a premier Tokyo-based creative studio specializing in brand localization, I am responsible for: • Overseeing the seamless execution of daily operations across four key departments: Client, Creative, Production, and Administration. • Driving operational excellence by optimizing workflows and ensuring strategic alignment across all functions. • Spearheading initiatives to enhance profitability and elevate organizational performance. • Leading the integration of the “Traction” methodology to scale the business from 10 to 50 team members, positioning the company for sustainable growth. • Ensuring efficient resource allocation and implementing cutting-edge technologies to support operational efficiency and scalability. • Fostering a culture of accountability, innovation, and operational rigor, while maintaining a strong focus on delivering exceptional client outcomes. • Collaborating with leadership to translate high-level strategic objectives into actionable operational plans, ensuring the successful execution of our global brand localization strategies.I am committed to shaping Rival Schools into a market leader in Japan’s brand localization space, driving growth and operational excellence at every level.

Dynamic and results-oriented Senior Account Manager with extensive experience in managing key client relationships and driving growth. Leveraging proven leadership and strategic insights to contribute to Amazon’s continued success in delivering exceptional partner and customer experiences. Expert in coaching external partners on business operations, profitability, and achieving key KPI metrics, while driving global and local operational changes for alignment and efficiency. - Managed a portfolio of key accounts ensuring high levels of customer satisfaction and retention. - Coached and mentored external partners on optimizing business operations, enhancing profitability, and achieving key performance indicators (KPIs). - Utilized feedback and data to drive global and local operational changes, ensuring alignment across teams and regions. - Collaborate cross-functionally with product, marketing, and operations teams to deliver integrated solutions that meet client needs and exceed expectations. - Led negotiations of contracts and agreements, achieving favorable terms and conditions for both parties. - Analyzed market trends and competitor activities to identify growth opportunities and drive business development initiatives. - Mentored and coached internal and external teams fostering a culture of accountability and continuous improvement. - Cultivated and maintained strong relationships with clients, understanding their business objectives and aligning company solutions to meet their needs. - Took feedback and data to implement operational changes, ensuring global and local team alignment and effectiveness. - Prepared and delivered persuasive presentations and proposals to senior executives

I am dedicated to cultivating a high-performing User Operations (UO) team that consistently surpasses objectives, leading to substantial impact for our business. As a leader, my approach is characterized by prioritizing individuals, fostering transparency, maintaining equilibrium, and fostering collaboration with my direct reports. My leadership philosophy revolves around fostering an environment where top-tier performance converges with growth, customer-centricity is paramount, operational excellence is a catalyst for revenue acceleration, and collective advancement remains a focal point. - Rigorously evaluate the viability of new programs by scrutinizing their alignment with team capacity, facilitating seamless integration into Asana's revenue-centric go-to-market strategies.- Assume a comprehensive oversight of the operational blueprints ensuring meticulous alignment with overarching corporate objectives.- Embodying quintessential company values such as equanimity and mindfulness, fostering elevated performance levels and pioneering strategic innovation.- Offering sagacious guidance to direct reports in the realm of prioritization and optimization, particularly those efforts that wield a direct influence on Customer Satisfaction.Amplifying pivotal KPIs, encompassing paramount indicators such as time to first response, agent handle time, and customer satisfaction, consequently fostering heightened custo hi mer loyalty and catalyzing revenue augmentation.Skillfully managing and navigating customer escalations, whilst playing a direct and instrumental role in shaping multifaceted support policies, ensuring seamless alignment with cross-functional teams.Exemplifying the role of a mentor and guide, adeptly nurturing associates to transcend performance expectations, thereby fueling heightened motivation levels and propelling accelerated career progression.Assuming a pivotal and catalytic role in the expansion of Asana's operational horizons,

Ensure ByteDance policies, programs, and systems work together across multiple apps to protect consumers and prevent abuse. Work to push projects and operational changes forwards, implement policy changes, and start new processes and teams. Coordinate between product managers, operations teams, and policy specialists to actually get things done. A master of interpersonal communication and task management. Ideate and manage projects and initiatives related to content strategy and policyManage teams to solve specific issues and drive projects forwards including team formation, goal-setting, and executionHelp craft product process and strategy for a global community with a focus on safety issues such as child safety, hate speech, bullying, etc.Work closely with cross-functional partners (content policy, product management, data analytics, operations, engineering, algorithm) to identify, assess and resolve safety-related issues in our products, promote community well-being and user safety with optimization of product features and product strategy.Address various scenarios such as video, comments, follow/like, accounts, etc. with both qualitative and quantitative approaches to detect potential risks in the global community, craft features and strategies to mitigate these risksPlan and manage complex safety-related projects from problem definition to final execution and global localization; optimize the process and procedures to ensure timely and effective deliveryRemain up-to-date on industry trends and emerging issues in the trust and safety space and design process or product solutionsAnalyze content operations teams and processes - identifying and remediating inconsistencies, tweaking the internal organizational structure when necessaryBrainstorm, assess, and support the implementation of innovative product safety features and internal processes advance trust and safetyHelp make the Japan team the best in the world!!

Part of a small, highly focused team building the next-generation consumer social platform. Ideate next level offerings, features, and designs for our core social product. Advocate for our users from idea to prototype to the implementation of the product. Work hand in hand with design, dev, finance, legal, marketing, and support.- Create/ideate product specifications, user experience (UX), and aid in Design- Work with development team (server & client) to ensure the delivery of agreed specifications- Work with QA team to ensure that bugs are filed, prioritised, triaged and fixed - Create product roadmap and feature release schedules- Managing the product vision and strategy, road-mapping, goal setting and testing- Conducting and participating analysis of business/operational processes and functional requirements- Develop user testing plans and document findings- Identify user behaviors and needs through research and analysis- Ideate next level offerings, features, and designs for our core social product.- Evangelize products across the organization from a user’s perspective- Work with CPO and Product Team to fill product pipeline- Identify deficiencies and opportunities in current and future Product Roadmap- Lead with well thought out new product idea introductions- Find efficiencies and tradeoffs in line with the overall company goals- Own product lifecycle from prototype through development and scaling- Define clear plans with timelines and resources that meet deliverable deadlines- Define, build and manage a system to gain feedback from users- Interface with users, peers, vendors, and press to promote products

First line of defense for all triaged Gmail user feedback. Surface any reproducible issues while filing and following up on bugs. Ensure that the feedback taxonomy aligns with global product changes. Work with varying stakeholders to ensure that all parties are aware of upcoming global product changes. Prepare and train feedback triaging teams to ensure that feedback is triaged accurately and efficiently while creating new tags to capture feedback relevant to the specific product changes. . • Utilize user feedback data to change/amend existing policy to ensure that taxonomy and feedback keeps up with evolving product needs• Prepare taxonomy for upcoming global product changes• Drive the progress of Gmail support escalations• File bugs/First line of response to internal escalations • Investigate and identify reproducible cases for externally reported bugs • Coordinate with Feedback triage team to review issue categories and maintain high-quality bar of Gmail’s feedback taxonomy • Examine feedback inflow spikes across Gmail products to determine investigation/escalation needs • Provide weekly report on taxonomy updates/changes • Complete taxonomy audit assessment for each Gmail feedback product (Web, Android, iOS) once per year • Provide weekly/monthly/quarterly reports summarizing escalations (opened/closed/fixed; P0/P1 highlights) • Deliver Product UI overview training to Feedback Product Specialist (PS) and Triage team for upcoming user-visible feature changes • maintain an up-to-date taxonomy that accurately classifies user issues • Monitor emerging issues in customer feedback and raising high-priority bugs to our team • Investigate the underlying cause of feedback trends to identify meaningful patterns • Draw out strategic insights on top user issues across multiple feedback channels

Investigate and solve reported escalations across multiple channels by email, phone, and social media . Respond to escalated community inquiries with high quality, speed, and accuracy. Remain up to date on key workflow changes, operational guidelines, policy updates, and Community Standards. Act as a subject-matter expert for a given set of policies or products; including web, mobile web, and app.

Assist the Consumer Product Specialist team in analyzing longtail customer feedback, improving YouTube features by recommending operational/product changes based on insights. File bugs and product improvement /feature requests using customer feedback. Determine, negotiate and agree on quality procedures, standards and specifications. Help ensure that the team is efficiently collecting and analyzing data by creating and maintaining issue taxonomies for all YouTube consumer apps. • Analyze longtail user feedback, audit quality of scaled feedback processes, and recommend QC improvements • First line of response to internal escalations• Investigate and identify reproducible cases for externally reported bugs • Draw out strategic insights on top user issues across multiple feedback

• Object classification (Photos, URLs, users, content) leveraging reports• Answer inquiries through the online research while ensuring queue is operating efficiently• Review user accounts to determine validity• Recognize, identify and communicate new trends within queue, communicate with team and management to ensure correct accuracy

Work with a global team of data analysts in the Apple Maps division at Apple Inc. Triage, analyze, document and resolve a high volume of customer requests while efficiently communicating suggestions, product development and improvement while simultaneously troubleshooting issues. • Review and evaluate customer requests and conduct research to resolve and update data in all countries within the Japanese, Spanish, and English speaking markets.• Determine country/regional differences within Maps while communicating with Engineering, Management and team members to define policy and suggest product improvement initiatives.

Manage a diverse global team of language specialists in the User Services department at Twitter. Interview, hire, train, coach and mentor all global language agents. Ensure consistent and accurate output by conducting regular quality checks and process improvement trainings. • Regularly manage and update user facing communications in all languages used on Twitter. • Operate within Salesforce to create reports and dashboards regarding abusive content, spam, copyright infringement and global events. • Collaborate and aid in the delivery of weekly/quarterly reports and incoming case analysis.• Key point of contact for user facing global content and abuse policy issues. • Facilitate communication between Twitter and contracting agency. • Analyze trends in global user abuse reports. • Review and localize policy on issues dealing with user safety.• Collaborate with engineering, legal, operations and multiple Trust and Safety teams to ensure accurate actions, SLA delivery and adherence to policy. • Analyze data, create reports, and implement workflow improvements to ensure productivity exceeds expectations while quality remains consistent.

Speak to prospective and current international exchange students about living abroad, culture shock, expectations, and multiculturalism.

Managed all international transactions in South American, European, the Middle Eastern and Japanese markets.Communicated with UPS and USPS to resolve any and all international shipping and customs matters.Created and implemented categorized inventory system with regards to demand and stock status. E-commerce supply chain management.Created re-order sheets for products and "low stock" status reports for constant supply of product

Instructed, supervised, and trained a large support teamCoordinated and administered monthly reports and reviews with associatesUpheld and conducted Bon Appétit policies and protocol Discussed and problem-solved issues with P&L and sales reports in weekly management meetingsWorked directly with co-managers to maintain employee excellence and interdepartmental communicationManaged inventory, receiving/processing of incoming orders, and organized items per eventCoordinated numerous events and VIP personal requests

ABO certification.Managed and communicated with team supervisors and managers in a fast-paced environmentConducted training in customer service, safety, and health code policyControlled and maintained inventory, scheduling, and promotionsBuilt and maintained excellent customer and management team relationshipsCreated an optimistic, enthusiastic, and goal oriented work environmentPreformed maintenance and fixed all 'in-house' optical equipmentMaintained high standards during remodel of two stores

Efficient liaison between reservations/front office staff and other departmentsEnsured accounts were balanced nightly, ran reports, and ensured correct billingChecked that rooms were properly serviced and maintainedGuaranteed that all inquiries were dealt with courteously and promptlyHeld regular performance appraisals with all senior staff and identified areas for developmentCarried out and ensured that regular on-the-job training was taking placeHeld regular meetings with all Heads of DepartmentEnsured that manning levels were correctActed as Duty Manager when requiredPrepared and submitted daily, weekly, monthly, and bi-annual budgets and updates