* Grew remote Customer Experience team from 5 to 12 employees + contractors* Defined leveling & growth paths for core team and created specialized roles for proactive support strategy* Launched Help Center and increased Self-Help user engagement by 40%* Reduced First response time averages from 97hrs to 10hrs* Overhauled Zendesk CRM for improved routing & customer email and call topic categorization by 25% - delivered key insights to product/marketing* Developed multiple initiatives to help support staff and customers during Covid Pandemic shutdowns* Established ambitious department OKR’s and acted as a project manager and sponsor to achieve goals consistently* Facilitated HR policy changes and department organization changes post-acquisition

-Run Ceremonies for one of the development teams-Track impact of variables on team velocity, focus, and ability to hit commitments-Implement time and work-management strategies to reduce burn-out and context-switching-Support Product Owner and Technical Lead to balance and prioritize sprint goals-Run point on addressing any challenges that might block our ability to hit a commitment-Foster a greater sense of teamwork through fun events, hackathons, pair programming, and group code reviews

-Collaborate across departments to set a release schedule -Coordinate with release contributors to define changes, testing scope, identify unknowns, etc. to ensure a successful release-Communicate release content across the company-Solicit cross-departmental feedback on all upcoming changes-Develop and document processes to minimize error while limiting overhead tasks-Drive initiatives to improve automation and reduce pain points in release process-Lead regular retrospectives to keep contributors engaged and to identify where to focus on improvements

-Work collaboratively with clients to identify features and improvements that will make significant impact on business initiatives- Partner with various stakeholders to ensure successful release and feature implementation- Develop feature roadmaps that anticipate future client needs- Organize sprints and prioritize task lists, create detailed user stories, gather requirements, lead feature demos, release planning and iteration- Collaborate across teams and departments on cross-functional features and initiatives- Ensure key deadlines are met and client communication is maintained- Promote an atmosphere of teamwork, innovation and trust

- Use customer activity data, feedback and metrics to identify customer pain points- Advocate for and drive changes to product that will reduce defects and improve customer experience- Lead think-tank groups to explore innovative and meaningful ways to tell customer stories and advocate better user-experience to various stakeholders- Drive user-research to find trends in specific feature usage, use-cases or verticals - Support Customer Experience Managers in efforts to provide actionable feedback to Product and Engineering teams- Present a roadmap of opportunities and initiatives that will represent high-impact gains- Communicate regularly with senior management to present key customer insights to help drive business initiatives

TEAM MANAGEMENT:- Manage a team of 11+ technical support specialists- Focus on individual skill development and product area expertise- Promote career growth and act as a 'feeder group' to other departments- Track and communicate feature releases and bug fixes for all stakeholders- Create clear escalation processes across offices and departments- Develop and manage technical knowledge/skills on-boarding for Customer Operations department- Track and highlight customer-impacting events - Curate high-impact bugs and improvements and deliver regular updates to key stakeholders- Own customer-facing emergency and incident response process- Have regular syncs with QA, Product and Engineering managers to understand and help drive the product roadmapCUSTOMER ADVOCACY:- Determine overall customer impact based on a number of different variables- Partner with User Research and Marketing to implement new methods of gathering customer feedback- Facilitate inner-departmental communication regarding key issues and product improvements- Participate in product development and UI reviews- Promote new ways of delivering customer feedback to foster buy-in across teams