Elisa Chan Email & Phone Number

Menlo Park, Ca, Us

As a member of the Global Product Data Operations team, I currently manage a portfolio of data collection programs and globally distributed teams to deliver large-scale datasets that train, power, and advance critical machine learning models that run the business. In this role, I have a track record of building productive partnerships with Product, Engineering, Finance, and Policy teams to ensure our teams are able to build products efficiently and responsibly, while evolving our operational strategy and processes to optimize for long-term success.Some achievements include:- Led key initiatives that yielded $25M+ in savings to reduce ops overhead, streamline product development timelines, and ensure efficient utilization of product resources- Designed a wide range of operational processes to keep cross-functional teams running smoothly, including managing over $80M in opex, tracking portfolio reviews, reporting data quality, and product/systems testing.- Conducted comprehensive quantitative and qualitative analysis to launch 20+ updates to business policies and SOPs to build a safer content ecosystem across the family of apps to improve product metrics- Supported new product launches and integrity initiatives to protect users, creators, and advertiser experiences by owning and executing on quarterly operational roadmaps (from project scoping, capacity planning, budget forecasting, to external vendor management), and driving alignment across cross-functional leadership teams to deliver on emerging business priorities.

In my first 2 years at Meta as a Product Marketing Manager, I learned what it meant to "move fast", delivering 30+ product and process launches across a suite of high-priority internal tools to scale the business effectively. These improvements, designed to improve productivity, efficiency, and compliance, played a crucial role in enabling the company to double in size during this critical growth phase.This role brought together the areas of work I enjoy most — operating at the intersection of (1) project management, (2) product development, and (3) engaging with users to deliver meaningful product experiences. Learnings from this role included:- Leading stakeholder buy-in and management across different business functions to align on product strategies, and bringing them along throughout the product development journey (from scoping, setting exit criteria on go/no go decisions, to defining launch plans)- Experimenting with different user testing approaches throughout the product development process (i.e. design validation, user acceptance, alpha, and beta sessions) to gather usability feedback and feeding valuable findings back for prototype iterations. - Translating the complex web of user insights - from user research sessions or feedback channels, analyzing product adoption and/or engagement data, bug and feature requests, market research, and etc - into thematic business problems and shaping product strategies.- Adopting constant vigilance for risk assessment and mitigation practices, especially after working on data privacy, rights, and regulatory compliance projects!- Honing the art and practice storytelling (saying more with less) when it comes to effective change management and drafting compelling launch communications.

Denver, Colorado, Us

After 2.5 years in Customer Success, I transitioned to the Product team to learn more about what it takes to bring critical new features and functionalities to market. Partnering with Engineering, Product Design, and Lever's leadership team to execute on a packed mid-stage startup product roadmap, my day to day included:- Managing feature requests from customers, as well as our cross-functional parters in Customer Success, Solutions Architecture, Marketing, and Sales/Sales Engineers- Conducting market research to identify key opportunities for roadmapping- Collecting product adoption and engagement data (across user roles, customer segments, integration partners and vendors, etc)- Investigating bug escalations bugs and recommending product improvements or solutions- Creating documentation and training materials for releases to internal teams and external customers- Leading product readiness assessments through internal dogfooding with engineering teams and user acceptance testing with customers- Serving as the product subject matter expert across the business- Maintaining data dashboards to measure key product usage and adoptions metrics Being on a Product team of 8 allowed me to apply Lever's core values to new heights — from embracing "don't trust comfortable" when adapting to new challenges, to "raising the bar" when it comes to efficiency, and to "knowing why" for delivering purposeful and meaningful work. Tools: JIRA, Airtable, Figma, Heap, Zendesk, SurveyMonkey, Intercom, Salesforce, Excel

Denver, Colorado, Us

As an early member of the Customer Success team, I managed relationships with some of Lever’s largest enterprise customers to scope, plan, and deliver successful implementations of our full product offerings and services. I've managed 130+ implementations across our portfolio of customers while maintaining a CSAT of 91% and an NPS of 65. Reporting to the SVP of Customer Success, I also focused on projects that enabled our team to build a world-class Customer Success discipline by identifying strategic areas and processes to optimize the customer journey - bringing value to Lever's customers faster. In this role, I helped define and evolve our team's framework for:- Developing trusted relationships with key stakeholders- Leading process discovery and customer journey mapping- Scoping project requirements and milestones- Collaborating with integration partners on technical specifications of custom workflows- Conducting secure and quality data migrations- Increasing product adoption and user engagement- Driving effective change management and system transitionsDuring my time in this role, Lever tripled in size which allowed me to take on additional responsibilities. Below are a few I really enjoyed:- Creating a customer platform for product enablement resources, including support for tooling configurations, partner integrations, API documentation, and Tableau reporting.- Establishing strong cross-functional partnerships with Product, Marketing, Sales, and Engineering to improve customer satisfaction, expansion, and retention opportunities.- Developing effective product feedback loops between customers and Product to channel feature and integration requests for future product roadmaps.- Driving new products/features testing with Lever’s key customers; gather insight for risk mitigation, develop go-to-market strategy for sales leads, and plan launch for existing customer base.

Denver, Colorado, Us

Lever was built to tackle one of the biggest challenges that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that thousands of companies across 40+ countries (like Netflix, Atlassian, and KPMG) rely on to grow their teams. With an overall gender ratio of 50:50, Lever is also fiercely committed to building a team culture that celebrates diversity and inclusion. For more information, visit https://www.lever.co.

Pleasanton, California, Us

As a member of the Talent Acquisition team, I partnered with leaders across the business to build incredible Engineering, Product, and Marketing teams. During my time at Medallia, I helped the company scale from 300 to 1,000+ employees in just over 2 years. With the Talent Acquisition team doubling in size during this hyper growth period, I also completed a rotation with the Talent Operations team in 2015 to scale our organization's tools and processes globally in order to meet the company's aggressive goals. Key projects included implementing new software and solutions (from data migration, solution configuration, user training, and global change management).--Medallia (a global leader in Customer Experience Management) is a cloud based software platform— helping some of the largest companies in the world improve their relationships with their customers. The company’s innovative customer experience software captures customer feedback, analyzes it in real-time, and delivers it to everyone in the company—from C-suite to the frontline—to help create experiences that customers love. We do this by creating a bridge between companies and their clients, giving them access to your eyes, ears, and hearts, so they can design and deliver exceptional experiences, every single day.

Los Angeles, Ca, Us

Karten Design is an award-winning product design and innovation consultancy passionate about creating extraordinary experiences between people and products.