Hi! I am a Program and Project Manager with a proven record of delivering complex, cross-functional projects on time and within budget. My experience with a hyper-growth startup allowed me to learn multiple areas of the business and taught me to effectively manage multiple projects, coordinate with other teams and communicate across functions. I excel at using technology to optimize team performance, improve customer experience and achieve desired outcomes.Most recently, I was Program Manager, Revenue Operations, with ClickUp and led large teams in the planning, initiation and deployment of programs and projects. I utilized Agile, Waterfall and Scrum methodologies based on the project’s goals and timing. I began with ClickUp as Customer Support Champion and was promoted to Customer Support Manager, where I led a 45-member team supporting internal and external customers. I am a life long learner and always curious to learn more. My design thinking approach to project management allows the team to quickly solve problems and identify opportunities. When I am not working on projects, I am helping to make the business more efficient by breaking down silos and building out process documentation. We should always be asking ourselves "How can we make this better?"Outside of work, I love to read, workout, listen to music, travel, and snowboard. Health and wellness are very important to me. I like to optimize my mind and body to be my best self in life and at work.
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Project Manager, Cx & RetentionNutrafol Aug 2023 - PresentNew York, New York, Us
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Program Manager, Revenue OperationsClickup 2021 - 2023San Diego, California, UsLeading large cross-functional teams in the planning, initiation, and deployment of projects and programs, I managed all projects and communication through productivity platform. I balanced multiple, high-value projects simultaneously while maintaining strict deadlines and budgets and ensuring the team could focus on their tasks. I led objective and key results planning (OKR) for 3 teams in the Services division, improved efficiency for the Sales team by optimizing tools and collaborated with Product Growth and Engineering to elevate the new user experience. I also ran customer satisfaction strategy and survey design and the full rollout using Qualtrics for 4 customer-facing teams. I built out a company-wide process for procuring new software, detailing steps from creating the business problem statement, vendor evaluation and RFP creation to conducting pilots, negotiating contracts and managing new software. I led 5 projects for new software procurement, implementation and management involving Qualtrics, Consensus, Assembled, Khoros and People.ai, securing significant savings through negotiations. Supporting change management and developing standards for success, I also created a resource document to define types of project stakeholders and expectations of sponsors and project team members related to the time and effort required for project tasks. -
Customer Support ManagerClickup 2021 - 2021San Diego, California, UsI managed the growing Customer Support team during a hyper-growth period, leading a 45-member team that supported internal and external customers. This included research, planning and organization of the team that supported growth from 90 to 800 employees. I was recognized for my project management and leadership skills with a promotion from Customer Support Champion to Manager after 4 months. To ensure success, consistency and collaboration, I created a training process for Champions, Leads and Managers, developed a shadow and drafting process for new team members to expedite onboarding and implemented weekly Lead check-ins to support progress toward performance standards. Using historical ticket data and strict SLAs, I managed the monthly schedule to ensure proper coverage. I developed a process to improve the management of outages and disruptions with a focus on rapid communication across the company and to customers.
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Client Support ChampionClickup 2020 - 2021San Diego, California, Us
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Tier 2 Client Support RepresentativeCampminder 2019 - 2020Boulder, Colorado, UsI assisted camp directors, staff and parents from more than 900 camps as they navigated the platform. I managed technical escalations and more advanced inquiries, utilizing my platform knowledge and CRM skills to effectively identify and resolve issues. I consistently achieved the highest volume client issue resolution per week, leveraging speed and prioritization without sacrificing quality. I also represented the Customer Support team at weekly product prioritization meetings, aggregated data and presented stack-rank prioritization and urgency of key feature enhancements, bug fixes and functionality gaps. I created documentation for processes and optimized existing materials to improve workflow and streamline efficiency. During COVID-19, I offloaded manual work from clients that were in dire financial duress, allowing the client to focus on their business. I also organized donation refunds and rollovers for camp account balances due to lack of product capability within SaaS platform. I was recognized as a key knowledge resource and support/process expert and assisted other teams and departments with internal and client outlier issues, unique problems and one-off situations. -
Aba Behavior TechnicianHopelight Behavioral Health 2018 - 2019
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Undergraduate Research AssistantGeorgia State University 2017 - 2018Atlanta, Ga, Us -
LibrarianPeachtree Presbyterian Preschool 2015 - 2018Atlanta, Georgia, Us -
Program AssistantKieve Wavus Education, Inc. 2015 - 2015Nobleboro, Maine, Us
Caroline Montgomery Skills
Caroline Montgomery Education Details
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Georgia State UniversityHuman Learning And Development
Frequently Asked Questions about Caroline Montgomery
What company does Caroline Montgomery work for?
Caroline Montgomery works for Nutrafol
What is Caroline Montgomery's role at the current company?
Caroline Montgomery's current role is Project Manager, CX & Retention @ Nutrafol.
What schools did Caroline Montgomery attend?
Caroline Montgomery attended Georgia State University.
What skills is Caroline Montgomery known for?
Caroline Montgomery has skills like Leadership, Collaborative Problem Solving, Team Building, Social Media, Public Speaking, Salesforce.com, Deadline Oriented, Customer Success, Root Cause Analysis, Account Management, Training And Development, Feature Prioritization.
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