• Oversaw day-to-day operations of Implementation Manager and Product Support Manager• Aggregated all customer and user feedback for weekly company presentation• Tracked all customer success, enrollment, and engagement initiatives; adhered to all SLAs• Served as primary liaison to CRO, CFO, and VP of Product and Data• Crafted and administered platform-wide messaging regarding bugs, outages, incentive deadlines, and other announcements • Maintained relationships with external vendors• Performed hands-on customer and user support; managed MYH’s instance of Zendesk• Utilized Stripe payment platform and productivity tools Slack and Trello

• Managed daily operations of support team and Product Support Specialist, reporting directly to Chief Product Officer• Migrated Zendesk instance from hub-and-spoke to multibrand solution; led design overhaul of customer help centers to encourage self-service and reduce inbound ticket impact• Participated in daily product and engineering scrums, flagging, tracking, and triaging bugs with product managers• Used support metrics to create efficiencies by building templates and standard responses• Performed hands-on customer and user support

• Provided clear, concise, and effective support for MYH’s suite of five well-being products• Utilized Zendesk ticketing system to triage, classify, and resolve high volume of support inquiries in a timely and efficient manner• Served as top-tier support for escalations from offsite call center• Worked very closely with product and engineering teams to identify current bugs and potential confusion points in MYH’s web and mobile applications• Liaised with wearable device provider to ensure seamless integration of wearable and MYH’s step-based intervention, Walkadoo• Paired with implementation and operations teams to identify and resolve pain points in existing client implementations; served as expert resource on program incentives and incentivized behaviors• Assisted in onboarding and training of new support specialists; developed and maintained training documentation• Created FAQs and maintained knowledgebase for all MYH products

• Performed final quality check of all copy and graphics for client-specific artwork files• Ensured accuracy and style consistency based on client brand standards, legal compliance/FDA requirements, and against all client-supplied technical documents and company process requirements• Analyzed and ensured design elements and color separations conformed to both client and third-party printer requirements• Enforced all production standards and processes; performed additional duties as assigned

• Developed and maintained master schedule and version matrices for production of three US catalog titles• Managed contests and promotions from planning to final analysis, including briefing creative elements, providing copy and ensuring proper execution throughout• Served as main liaison between US marketing team and UK artworking, production and CRM teams for all facets of catalog execution • Proofread all covers, introductions and pagination for US titles• Utilized RFM model to create optimized catalog audience selections• Gathered and analyzed test results for Senior Direct Marketing Manager• Pulled historical sales data from CRM database

• Helped manage email marketers through various programs to improve deliverability and reputation• Assisted in optimization of large-volume and highly-targeted email campaigns• Diagnosed and resolved intermittent/ongoing deliverability issues• Set up and verified client email authentication• Developed, edited and maintained client deliverability report content while adhering to strict quality and accuracy guidelines• Worked closely with account teams to educate clients of industry best practices

• Proofread copy; ensured all content matched clients’ original submissions; ensured company and client best practices and guidelines were properly utilized; proofread for branding and legal compliance• Ensured highest quality for all campaigns by testing link functionality and email and landing page functionality and rendering• Provided copy editing and creative writing services for clients and company, including email content and white papers• Developed and maintained client-specific style guides• Maintained 100% accuracy while meeting tight deadlines and accommodating frequently-changing priorities and tasks • Identified inefficiencies within the QA and production processes; developed and implemented process improvements, decreasing overall turnaround time while increasing quality and efficiency• Obtained thorough knowledge of email creation, setup, development, deployment, industry best practices and CAN-SPAM rules and regulations