Elisa Hickey Email & Phone Number

United States

Director of US Operations reporting to the COO, leading team of 120+ relocation consultants and Area Operations Managers in multiple regions across the US. Scaling nearly 100% and doubling billable hours YOY. Recognized and promoted from Area Operations Manager as a people leader.Building and implementing operational processes in a start-up environment, driving team to meet monthly billable goals to improve company profitability, improving overall quality ratings and response rates to increase business share from client partners. Developing company KPIs.Creating growth opportunities through implementation of career path structure. Improving hiring and onboarding process to increase retention. Creating and refining performance review metrics for organization. Track record of promoting direct reports through recognition of talent, and mentoring and support.Creating corporate culture and core values for start-up, new hire training materials and presentations for onboarding, and supporting pitch efforts with potential partners in new markets with business development team for RFPs.Providing counsel to C-level executives and upper management on company directives, organizational change projects and driving corporate responsibility. Panel speaker at industry roundtable.Thriving in face-paced, start-up environments.

Manager in a start-up environment of remote teams, overseeing 16 relocation agents across the US. Working closely with COO and operations team to improve client experience, host performance, and operational efficiencies. Working with HR team to create corporate culture statement and core values for a start-up, collaborating with Training manager to create new hire training materials and presentations for onboarding, and pitching potential partners in new markets with business development team for RFPs. Penned quotes for COO to be included in news articles. Mentoring incoming managers. Driving team to meet monthly billable goals and metrics. Working with VIP clients.

Cupertino, Ca

Crisis management: worked on a core team during the iPhone “Antennagate” to manage media perception and to coordinate Steve Jobs' special press conference with top tier press. Carrier relations management: worked with global cellular carriers to coordinate multiple iPhone and iPad product launches and press releases. Coordinated with Carrier Marketing on multi-phase, multi-country launches. Managed carriers to stay in line with Apple’s policies and brand guidelines. International PR: worked cross-functionally with global teams to coordinate campaigns and launch efforts, as well as travel and logistics. Buzz PR: worked with celebrity liaisons on “What’s on my iPhone” campaign for consumer online and print media.Special Event logistics including schedules, briefing notes, booking media for executive briefings, managing media during events. Worked closely with key stakeholders at every level of the business to ensure the effective delivery of events.Part of a small team who coordinated private tour of Apple’s fitness lab and executive briefings during the Apple Watch launch for key fitness media and celebrities.Managed prerelease product, distribution to media, and tracking for launch events. Worked with cross-functional teams including Product Marketing, Developer Relations, Education, App Store Marketing and iTunes/Beats to identify trends and developments that influence PR strategies. Technical expertise across all consumer products including Apple Watch, iPhone, iPad, App Store, iTunes, Mac. Coverage tracking and reporting to Executive Team.

Cupertino, Ca

Integral member of Corporate Events team managing over 50 Tier 1 & Tier 2 events per year. Experience includes product launch events, special events, tech conferences, trade shows, and on-campus corporate events including beer bashes with celebrity performances. PR Support: from launch events to tradeshows and conferences, primary role as liaison between PR and Events. This includes executive briefings and Keynotes at the Worldwide Developer Conference, Macworld SF, NAB, and mulitple launch events throughout the year.WWDC (2006, 2007 and 2008): Part of a core team managing Apple’s Worldwide Developer Conference and Developer Bash, an event hosting over 5,000 developers over the course of one week including one media day and across two locations. Managed special evening events including the Apple Design Awards and Stump the Experts. Liaised with Press Relations to create product briefing rooms for media to meet executives following the CEO Keynote and to receive new products. Assisted with crowd management for the Keynote. Coordinated logistics including design of the on-site company store, A/V, catering, furniture, security, and product shipping for the conference. Managed the Developer Bash including special guest talent performances and their green rooms.

Cupertino, Ca

Developer Relations Customer Support managing billing, fulfillment, and customer support escalations; responsible for creating Business Trends presentations using Keynote; writing documentation using MS Word & AppleWorks for various portions of the business; responsible for Worldwide Accounts Receivable for Apple Developer Connection and Macintosh Products Guide; handling and processing credit card information; creating and managing Purchase Order database in FileMaker Pro; working cross-functionally with internal teams such as Partnership Management, Finance, and Apple Professional Services Technical Support.