• Community Management: Built and managed a Discord server for product stakeholders. • Process Optimization: Designed and implemented internal processes to streamline project management, improving team efficiency and reducing delays.

• Community Strategy & Leadership: Served as Subject Matter Expert (SME) for online communities, driving strategic initiatives that enhanced engagement and user experience across 53 communities serving 180,000 members.• Platform Redesign & Migration: Led a $2M community platform redesign and migration from SharePoint to Drupal, managing data transfer, stakeholder relations, and the implementation of engagement strategies to ensure a seamless transition.• Project Management: Developed a comprehensive project plan and authored detailed development requirements, ensuring alignment with scope, objectives, and business goals. • Data Analysis: Conducted data analysis to measure success against key performance indicators, using insights to inform engagement strategies.

• Community Strategy & Growth: Developed and executed community growth and retention strategies, fostering long-term user engagement and satisfaction. Designed and implemented a gamification program on Discord, increasing mobile app activity by 50% through reward-based user engagement.• Content & Social Media Management: Created and managed content strategies, ensuring consistent, engaging, and on-brand messaging across platforms. Oversaw social media management, including content planning, posting, and community interaction to drive audience growth and engagement.• Influencer Partnerships & Advocacy: Built and nurtured influencer partnerships, leveraging collaborations to enhance community visibility and drive brand advocacy.• Team Leadership & Development: Led hiring and development of the community team, managing full-cycle recruitment, onboarding, and team growth to improve collaboration and performance.

• Technical Support & Issue Resolution: Delivered timely and effective remote technical and operational support to patients, ensuring high user satisfaction. Managed and resolved support tickets across phone, email, SMS, and live chat (Intercom), leveraging Salesforce for case management and ticket tracking.

• Store Operations & Customer Service: Managed day-to-day operations of a repair store, ensuring smooth workflows, business efficiency, and exceptional customer satisfaction. Handled customer interactions and CRM management, fostering strong client relationships and improving retention through excellent service.