Director Of Product Operations
In this role, I led the Product Operations department in a SaaS-based company, overseeing a team of 20 full-time employees across various functions, including Tier 1 & 2 Support, Compliance, Order Processing, and Product Training. I handled escalated client issues, ensuring that any challenges beyond the team level were resolved effectively and in a timely manner.I worked closely with stakeholders to integrate business solutions that aligned with organizational goals. As part of my responsibilities, I planned and executed quality assurance testing, ensuring that all deliverables met the company’s high standards. I also analyzed and presented team performance metrics, such as SLAs, customer satisfaction rates, and order volumes, to the executive team.In addition to overseeing daily operations, I directed project resources to meet timelines and budgets, proactively mitigating risks to ensure smooth product delivery. I also conducted one-on-one meetings, quarterly evaluations, and mentoring sessions to support employee development and improve overall team performance.I was actively involved in key project planning and delivery, including major UI redesigns and the implementation of client sanctions and privacy center initiatives, ensuring successful execution and alignment with business objectives.• Directed a dysfunctional Order Processing (OP) team and implemented refined procedures, and utilized bot assistance to enhance efficiency.• Improved leadership within the team by fostering Emotional Intelligence and open feedback, resulting in better team dynamics.• Enhanced Tier 2 Support team performance, reducing the need for Development team involvement from 45% to 10%.• Promoted 10 Full-Time Employees (FTE) within my team or to other departments since 2019, supporting internal mobility.
