Emily Lancaster Email & Phone Number

Rancho Cordova, CA, US

Rancho Cordova, CA, US

LAUNCH Technology Solutions is a high-touch boutique consulting firm focused on client outcomes through developing online business strategy and architecture of custom integrated toolsets over commerce platforms to build client capability. We expand on out-of-the-box automation and integrate data and workflow across tool sets. We offer strategy consulting.

San Jose, CA, US

San Jose, CA, US

Defined the “as a Service” model. Owned RACI for the customer experience, onboarding and service delivery. Wrote labor plan to support the creation of NOC, DevOps and Managed Services and ramp to scale to $20M - $50M yearly. Partnered with Account Management and Product Management to successfully negotiate enterprise level contracts.

Victoria, British Columbia, CA

• Rebuilt TechOps organization into a well oiled machine. Led KIXEYE's transition from traditional, centralized, Technical Operations department to DevOps methodology while dramatically improving morale, and customer.
• Directly supervised Technical Operations Director, Security and Networking Director, Principle Architect, and led a teams of 100 - 30+ Engineers across the globe
• P&L responsibility of $2M/mo
• Improved employee satisfaction survey results dramatically (Scores of 9 of 10, from 3 of 10)
• Installed customer service based business philosophy, and focused on increased customer satisfaction, thus reducing complaints and escalations by 95%
• Reduced infrastructure spend company-wide by 60% by renegotiating hosting prices, consolidation, and migrations

Victoria, British Columbia, CA

• As a member of Peak’s Senior Leadership Team, I was responsible for advising the CEO and Founder on the strategic direction for the Business Operations, Marketing and HR departments. Supervised and mentored the.
• Assessed, documented and recommended options for areas of process improvement across all departments
• Advised on new business processes and tools, replaced redundant internal systems with new technology and polices
• Designed automated sales order process which eliminated redundancy and the possibility of human error
• Owned marketing plan, strategy, tactics and budget
• Defined and tracked Business Operations and Marketing’s organization, priorities and timelines

New York, NY, US

• "All things digital", I was asked to build digital program from the ground up. Responsible for the direction of the Random House imprint, Prima Games' digital program. Oversaw a team of Digital Product Managers, Online.
• Increased Madden NFL 12 campaign sales by 45% relative to previous highest sale year
• Managed the development of a new community oriented eCommerce site
• Raised monthly unique visitors by 800% at launch, and continues to grow
• Social and online marketing efforts increased "likes" and "followers" by 280%
• iPhone and iPad app sales have increased 1400% in one year

• Led multi-channel marketing programs, and the day-to-day activities of online business operations. Directed internal teams including Customer Service/Sales, Programming and Shipping, as well as external contractors.
• Boosted online sales by 1000% per month in 1 year.
• SEO: Achieved #1 natural search results, for two targeted keywords
• Authored and enforced all sales and site policies, as well as entire order process procedures.
• Minimized errors in customer communications through the design of a template driven customer service email/live help program.
• Rolled out an online product entry system, which allowed complex coding and pricing to be entered by non-technical staff.

• Founded a successful, full-service Web Development and Hosting corporation that was sold in July 2009. Guided Web Development, Sales, Technical Support, and Project Management teams.
• Sales exceeded $17 Million in 2007
• Served as expert-level adviser for SaaS and eCommerce consultation
• Offered professional eCommerce and customer Web Design for small to medium businesses
• Provided services such as SSL, domain names, merchant accounts and payment processors
• Notable clients included DuPont, Samsung and UC Davis Medical Center

• Partnered in web development projects’ full life cycle, from potential customer introduction to finalization. Managed the technical support department, cooperated with the sales department, and managed projects within.
• Led web design and development.
• Developed print design for marketing materials.
• Served as technical support lead.
• Provided server administration.
• Directed project management.

Folsom, CA, US

• Posted monthly and quarterly magazines and supplements online and created new graphics.
• Coded CGI scripts with advanced features.
• Manipulated PHP code and Banner Ad system.
• Utilized HTML, PHP, MySQL, JavaScript, PERL, Dreamweaver, PhotoShop and Illustrator.

Basking Ridge, NJ, US

• Designed, coded & maintained the region’s first intranet site.
• Automated the time card entry for company contractors by designing GUI which fed into SAP.