Deliver on-demand email- and video-based product support for Enterprise companies (1,000+ FTE),thought-partnering with customers on best-fit solutions for their workflows.- Develop company-wide online learning and training modules (on Airtable automations, syncs, and interfaces) for product enablement.- Author and edit internal support documentation, spanning new feature enablement and cross-department operations- Partner with engineering to troubleshoot unexpected product behavior and escalate bugs for triage (areas include: automations, formulas, SSO, API)- Animate customer feature requests and product feedback with detailed use-case studies for relevant product teams

Hope Community Church is a diverse church proclaiming the hope of Jesus in Austin and beyond. Role & Responsibilities:• Lead operations of the Communications and Community Formation department. Perform tasks paramount to project progress, data analysis, and resource management leading to customer success and satisfaction. • Advise senior management on SaaS, technology, marketing, and department project prioritization.• Manage training and development of volunteers and paid staff to accomplish annual organizational goals. • Lead operations around developing a strategy and philosophy to launch a church planting residency that identifies, develops, and sends new churches to serve under resourced communities in Austin, TX. Key Result:- Successfully increase customer involvement in community and personal growth opportunities by 85%. Relevant Skills:LeadershipStrategyPartnershipsWorkforce developmentCross-functional team leadershipProgram ManagementProject ManagementOperations ManagementFinancial ManagementChange ManagementRisk ManagementTeam BuildingCollaborative Problem Solving Training CommunicationRelationship BuildingPublic SpeakingData AnalysisStrategic PlanningMarketingEvent PlanningFacilitationInnovationResource Development

The North American Mission Board is the domestic missions agency of the Southern Baptist Convention. Its focus is on church planting, church revitalization, and chaplaincy support by creating resources and programs around pastoral training. Role and Responsibilities: I served at the director level, my role focused on internal and external partnerships and experiences with churches throughout North America. Responsibilities included stakeholder and sales management with local churches desiring to develop residencies that train future pastors and church planters. • Created and published metrics to measure organization's success in delivering excellent customer service and stakeholder management. • Developed analytical skills to discover new customer needs through data analysis based on customer feedback. • Collaborated with team leaders and sales teams to develop CRM tools tracking and reporting customer activities. • Built and led a research and development team focused on analyzing best practices for pastoral training and producing easy to understand resources for customers across North America. Key Result:- Successfully helped hundreds of customers clarify barriers in their development process and provided resources, training, and tools to overcome them. Relevant Skills:LeadershipStrategyPartnershipsWorkforce developmentCross-functional team leadershipProgram ManagementProject ManagementOperations ManagementFinancial ManagementChange ManagementRisk ManagementManagement ConsultingTeam BuildingCollaborative Problem Solving Training CommunicationRelationship BuildingPublic SpeakingStakeholder managementData AnalysisStrategic PlanningMarketingEvent PlanningFacilitationInnovationResource Development

For The City is a community of practice made up of thousands of good people just like you. We come from businesses, nonprofits and faith-based organizations across the country. Founded in 2009 as a grassroots outreach to serve the marginalized in Austin, TX, For The City grew into a national movement in less than a decade.Role and Responsibilities:Director of the Resource Development Team. I managed the research and creation of resources that effectively mobilize churches to serve the marginalized and under resourced in American cities. Responsibilities include managing and developing a creative team of data analysts, videographers, graphic designers, and writers in creating practical resources that equip, train, and send churches to seek the flourishing of the marginalized in every U.S. city. • Reorganized project teams based on customer categories and introduced cloud computing software that improved team productivity by 74%. • Increased customer satisfaction by 20% in one year by proactively managing customer relationships. • Provided training and product support that enhanced multiple customer teams effectiveness by 60%. • Prioritize customer success by understanding client needs and creatively coming up with solutions in serving under resourced communities. Key Result:- Increased customer trust and product implementation by 80%. Relevant Skills:LeadershipStrategyPartnershipsWorkforce developmentCross-functional team leadershipCustomer SuccessCustomer SupportProject ManagementOperations ManagementFinancial ManagementChange ManagementRisk ManagementManagement ConsultingTeam BuildingCollaborative Problem Solving Training CommunicationRelationship BuildingPublic SpeakingStakeholder managementData AnalysisStrategic PlanningMarketingEvent PlanningFacilitationInnovationResource Development

The Austin Stone is a New Testament church existing for the supremacy of the name and purpose of Jesus Christ. We believe Christ’s life, death, and resurrection are essential to God’s plan to heal and redeem our fallen world. We are dedicated to being a part of what He’s doing in our city and among the unreached.Role and Responsibilities:As Leadership Director I planned and oversaw operations of weekly Sunday worship services for 400+ worshipers. I managed the congregation finances and ensured projects were completed on time and in budget. • Created an assimilation processes that guided over 200 leads into committed customers.• Exceeded team goals and collaborated with staff members.• Generated analytical reports to determine customer needs and drive user adoption.Key Result: - Successfully identified and trained 40+ volunteers who oversaw the onboarding and integration of 300 people.Relevant Skills:LeadershipStrategyPartnershipsWorkforce developmentCross-functional team leadershipCustomer SuccessCustomer SupportProject ManagementOperations ManagementFinancial ManagementChange ManagementProduct ManagementConsultingCoachingTeam BuildingCollaborative Problem Solving Training CommunicationRelationship BuildingPublic SpeakingStakeholder managementData AnalysisStrategic PlanningMarketingEvent PlanningFacilitationInnovationResource Development

PelotonU helps “post-traditional” students earn college degrees without putting life on hold. We believe any student can succeed with affordable, flexible college on-demand plus personalized coaching support. All it takes is the right team.Role and Responsibilities:I was responsible for meeting recruitment goals by networking with talented and qualified candidates. I developed and oversaw the full life cycle of the recruiting process including, sourcing and screening candidates, coordinating the interview process, and facilitating offers. As an advisor I advising assisted students in their growth and development by constructing meaningful educational plans compatible with their life goals. • Coached students on identified issues to determine proper means of resolution, monitored progress, and adjusted to students’ changing needs.• Planned, formulated, and assessed goals, policies and expectations designed to implement educational objectives and performance standards. • Managed customer relationships with local businesses and non-profits to execute recruiting efforts. Key Result: - Successfully helped the organization go from non-profit startup to self-sustaining by ensuring a quality customer experience and meeting 80% of recruitment goals.Relevant Skills:LeadershipStrategyPartnershipsProduct ManagementProject ManagementOperations ManagementSales ManagementSocial Media MarketingDigital MarketingTeam BuildingCollaborative Problem Solving Recruitment NetworkingRelationship BuildingPublic SpeakingData AnalysisStrategic PlanningMarketingEvent PlanningFacilitationInnovation

Role and Responsibilities:Led and managed a workforce of 12 employees in daily operations including preventative and corrective maintenance and administrative issues; responsible for professional development and on-the-job training programs. Responsible for maintaining all operational aspects of passive sonar equipment used for underwater surveillance and data collection.• Operated and maintained $8M worth of passive sonar systems which included preventative maintenance and troubleshooting problems that arose to maintain operational readiness and safety.• Managed over $100k in sensitive electronic repair parts with no deficiencies leading to a substantial decrease in repair time for equipment vital to safety of ship.• Collected and analyzed data on potential threat strengths, movements, and activities. Key Result:- Successfully deployed in Operation Enduring Freedom and Operation Iraqi Freedom earning the rank of E-5 in 3 years, when the rank generally takes 6 years to achieve.Relevant Skills:LeadershipStrategyCollaborationProject ManagementOperations ManagementTeam BuildingCollaborative Problem Solving Analytical skills NetworkingRelationship BuildingPublic SpeakingData AnalysisStrategic PlanningProcess improvement