Carl (Ben) G.

Carl (Ben) G. Email and Phone Number

Experienced Leader of Operations, People, Incidents & Improvements @ Product Hunt
Carl (Ben) G.'s Location
San Francisco, California, United States, United States
Carl (Ben) G.'s Contact Details

Carl (Ben) G. work email

Carl (Ben) G. personal email

n/a
About Carl (Ben) G.

Please do not contact me directly about support related issues - I will not respond. Contact us through appropriate and approved channels.As a leader of operations, people, incidents, and improvements, I have over 10 years of experience in managing complex customer-facing situations, leading cross-functional teams, and developing community programs across multiple platforms and cities. My background spans from working at established corporations like Citibank to fast-paced startups like Cruise and Cash App, where I have honed my skills in streamlining processes, fostering effective communication, and leading teams through both stability and chaos.My passion lies in tackling multifaceted challenges, especially during critical moments, and finding innovative solutions that enhance customer satisfaction, product quality, and business performance. I have a proven track record of orchestrating outage responses, optimizing unreleased products, implementing metrics-driven improvements, and collaborating with internal and external stakeholders to drive impactful change. Right now, I’m eager to leverage my leadership and communication skills into a role that allows me to use these strengths and navigate exciting challenges while growing personally and professionally.

Carl (Ben) G.'s Current Company Details
Product Hunt

Product Hunt

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Experienced Leader of Operations, People, Incidents & Improvements
Carl (Ben) G. Work Experience Details
  • Product Hunt
    Community Manager
    Product Hunt Aug 2024 - Present
    San Francisco, Ca, Us
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  • Barry'S
    Front Desk Hybrid
    Barry'S Apr 2024 - Aug 2024
    Miami, Florida, Us
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  • Cruise
    Senior Social & Community Team Lead
    Cruise Dec 2022 - Dec 2023
    San Francisco, California, Us
    - Community Program Management: Created and expanded community initiatives across 3 cities, enhancing product quality and user experience.- Internal & External Community Engagement: Managed an internal community with 2,900+ employees and 4+ external communities gathering feedback, addressing safety concerns, and sharing monthly product updates with necessary stakeholders.- User Experience Development: Created the Rider Experience Ambassador Program, which facilitated 1-2 targeted tests per week with a group of ~90 employees to optimize unreleased Cruise products ahead of public use.- Cross-Team Collaboration: Worked with engineering, product, marketing, and operations teams to create monthly release communications, gather UX feedback, and achieve business-wide, quarterly OKRs.- Social Support Team Creation: Established and supported a team that engaged with users across various platforms using Sprout Social and Salesforce, encouraging community interaction and feedback to improve our products.
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  • Cash App
    Social Response Lead
    Cash App Sep 2021 - Dec 2022
    New York, Ny, Us
    Outage Management & Communication: Orchestrated outage responses 3-5 times a week, ensuring seamless handling across customer operations teams.OKR Driven Team Growth: Set and drove quarterly OKRs for my direct team and the broader Social Response team of ~40 individuals.Metrics Driven Improvements: Implemented changes based on weekly team metrics, focusing on QA, Adherence, Handle Time, and Response Time.Collaborative Marketing Preparedness: Worked closely with internal teams on marketing promotions, ensuring readiness for driving inbound contacts.Social Media Team Leadership: Led and expanded a direct team of 7-14 people, providing customer support and engagement using Sprinklr and Salesforce.
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  • Cash App
    Social Response Specialist
    Cash App Aug 2018 - Sep 2021
    New York, Ny, Us
    - Outage Management Strategy: Developed Cash App's outage response team of ~8 agents, facilitating quarterly training, QA, and end-to-end outage processes.- Reddit Support & Scaling: Identified the need for and piloted Reddit support, scaling processes, training, and documentation for efficient customer assistance.- Interviewing & Scaling: Facilitated 150+ interviews for Social Response, Messaging, Voice, Email, Risk, and leadership positions.- Process Improvement: Streamlined internal case escalation procedures for improved efficiency. Also facilitated the migration of social response tools from Khoros to Sprinklr.
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  • Cash App
    Investing Career Experience
    Cash App Apr 2019 - Aug 2019
    New York, Ny, Us
    During a Career Experience (basically a paid internship) with Cash App Investing, studied and passed the SIE (Securities Industry Essentials Exam).- Content Coordination and Collaboration: Coordinated investing-related content involving Compliance, Product, and Brokerage Operations teams.- Content Development Scope: Developed Macros for Customer Success related to investing. Produced content for Social Media Response Specialists focused on investing. Contributed to Cash App Investing Support Center articles (https://cash.app/help/5000). Worked on node mapping + SEO for Cash App Support Center articles.
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  • Cash App
    Cash App Customer Success
    Cash App Jul 2017 - Aug 2018
    New York, Ny, Us
    - Early Customer Operations Team Member: 1 of 12 people hired to establish Cash App Customer Operations.- Efficient Customer Issue Resolution: Developed processes and addressed 70-100+ customer inquiries per day via email using Salesforce.- Content Creation & Improvement: Crafted and reviewed content for support agents across company verticals, and refined material for internal and external support centers.- Process Expertise and Support: Provided guidance and fielded inquiries from colleagues and stakeholders across multiple communication platforms regarding operational processes.
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  • Citi
    Collector
    Citi Feb 2017 - Jul 2017
    New York, New York, Us
    - Collections Servicing Oversight: Responsible for managing early and late-stage collections for a portfolio of credit card accounts, addressing various requirements, issues, and volumes across departments.- Strategic Delinquency Management: Managed, implemented, and recommended strategies to address delinquency. Utilized advanced negotiation skills to resolve delinquency issues effectively.- Cross-Department Collaboration: Collaborated with Risk Operations departments to develop and oversee processes aimed at achieving portfolio loss and expense objectives.
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  • Builder Designs
    Marketing/Seo Coordinator
    Builder Designs Jan 2016 - Jan 2017
    Olathe, Kansas, Us
    - SEO and Website Optimization: Conducted keyword research, implemented technical SEO elements, and developed content strategies for BuilderIQ clients.- Client Support and Management: Addressed client and internal team queries regarding SEO, managing social media for multiple clients, and contributing to the BuilderIQ Blog.- Data Mining and Testing: Extracted data using major search engines for FindABuilder and conducted periodic front-end/back-end testing, occasionally performing UI/UX testing.- Site Enhancement and Training: Provided 301 redirects, meta tags, and title tags for new client websites, alongside conducting cloud-based CMS training for FindABuilder clients.- Continuous Support and Assistance: Regularly handled various tasks from keyword research to periodic site testing, ensuring ongoing site optimization and client training.
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  • H&H Color Lab
    Production Manager
    H&H Color Lab Apr 2014 - Nov 2015
    Raytown, Mo, Us
    - Leadership and Production Accountability: Led multiple departments to meet daily production quotas, ensuring operational efficiency.- Lean Process Development: Developed Lean processes and standards, fostering a Lean mindset and achieving a 10% productivity increase.- New Production Line Establishment: Created two new production lines from scratch, designing floor plans and detailed standard work, enhancing operational effectiveness.- Vendor Relationship Management: Established and sustained vendor relationships, managing orders and ensuring quality standards.
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  • Manhattan Parks And Recreation Department
    Seasonal Worker
    Manhattan Parks And Recreation Department May 2012 - Jan 2014
    - Customer-Centric Approach: Provide exceptional customer service aligned with the Parks and Recreation Department's mission through, greeting, assisting, and managing payments for all facility visitors.- Efficient Operations: Handle all financial transactions, maintain a tidy checkout area, and ensure accurate cash drawer counts and reconciliations at the beginning and end of each shift.- Collaborative Work Style: Proficient in fostering positive professional relationships, both within teams and individually, contributing to a cooperative work environment.- Pool Facility Maintenance: Handled cleaning of pools, PH testing + chemical care, and cleaning of the site at the end of each night.- Ice Rink Facility Maintenance: Scraping ice shavings off rink, sharpening skates, fixing various machines that keep ice cold/hot cocoa machine, along with laying down new ice at the end of each night.- Ice Skating Lessons: Taught children from ages 5-16 and all skill levels how to ice skate with hockey and figure skates.

Carl (Ben) G. Skills

Team Leadership Social Media Leadership Start Ups Production Management Management Marketing Microsoft Office Team Management Advertising Customer Service Data Entry Google Analytics Technological Solutions Search Engine Optimization Lean Manufacturing Blogging Writing Online Marketing Social Media Marketing Facebook Production Line Management Lean Thinking Microsoft Excel Microsoft Word Microsoft Powerpoint Adobe Photoshop Basecamp

Carl (Ben) G. Education Details

  • Kansas State University
    Kansas State University
    Park Management And Conservation

Frequently Asked Questions about Carl (Ben) G.

What company does Carl (Ben) G. work for?

Carl (Ben) G. works for Product Hunt

What is Carl (Ben) G.'s role at the current company?

Carl (Ben) G.'s current role is Experienced Leader of Operations, People, Incidents & Improvements.

What is Carl (Ben) G.'s email address?

Carl (Ben) G.'s email address is ck****@****ash.app

What schools did Carl (Ben) G. attend?

Carl (Ben) G. attended Kansas State University.

What skills is Carl (Ben) G. known for?

Carl (Ben) G. has skills like Team Leadership, Social Media, Leadership, Start Ups, Production Management, Management, Marketing, Microsoft Office, Team Management, Advertising, Customer Service, Data Entry.

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