In this role I report directly to the CEO to curate and maintain all company-wide internal operational processes for our Sales, Onboarding, and Support funnels on a proprietary SaaS-based ecommerce platform, including:• Initiate product development needs driving by a customer-centric perspective, including third-party partner integrations such as vendor catalogs, POS systems, compliance software, along with guiding and prioritizing hot fixes and platform maintenance and services into our tech stack to serve nearly 1000 clients and feed over 200,000 vendor-warehoused products to their storefronts as they process hundreds of orders daily and ~$100M in sales revenue annually.• Work closely with development team on sprint planning (Confluence) in order to enrich platform capabilities and deliver seamless integrations for platform users, including most recently new proprietary billing model build and implementation and new calculated shipping service integration in the cart via EasyPost • Responsible for all operational workflows for our Onboarding, Development, and Support processes utilizing CRM (Pipedrive) and product management tools (Jira). • Oversee implementation team and Onboarding operations to ensure smooth onboarding and website and account setup for clients tailored to their individual business needs and goals, having reduced new client Onboarding lead time from 21 days on average to under less than 7 days within first 6 months • Direct Support team and customer support initiatives to address client concerns quickly and efficiently (Intercom), prioritizing the voice of the customer when considering platform development and roadmap planning needs, while reducing median initial response time by 56% and median ticket time to close by 50% within first 6 months

In this role I reported directly to the CEO while fulfilling the following responsibilities:• Managed client communications and oversaw the onboarding process, ensuring timely implementation of provisional services based on established expectations during welcome call• Assisted Support team in addressing escalated issues promptly, documenting complex issues for development involvement as needed• Optimized project management systems and processes for maximum efficiency• Coordinated with client senior management on strategic implementation of additional platform services, acting as their primary strategic and product expert for their ecommerce needs

In this role I reported directly to the CEO while working directly with our clients to:• Collaborated with clients and internal teams to implement API-driven integrations and design client websites to achieve project goals.• Delivered technical support to resolve platform and design-related issues, enhancing client satisfaction.• Assisted the Support team daily in addressing customer inquiries and support tickets promptly, escalating complex issues to development lead.• Coordinated with internal senior leadership on strategic implementation for clients, providing additional professional services as needed

• Pack, seal, label, and affix postage to prepare materials for shipping, using work devices such shipping and online order software and applications• Prepare products for fulfillment daily, including receive LTL shipments into warehouse, print and organize product and materials for 150+ shipments fulfilled daily• Continually seek out efficiencies in the order handling and fulfillment process, from order to carrier pickup

• Prepared and handled tip payouts and bank deposits with detailed logs and reports to accounting department• Created inventory systems to track and par inventory to allow for budgeted operating costs and ordering, keeping products properly stocked at all times to allow for smooth shop operations without stock interruptions• Performed routine maintenance on all shop equipment and scheduled additional maintenance as needed to keep equipment in top condition• Evaluated costs of products and beverage ingredients and negotiated source pricing without sacrificing quality• Coordinated and scheduled staff to meet shop business needs during normal and peak season, including designate staff position deployments during scheduled shifts• Interviewed and hired barista staff to ensure customer service and scheduling expectations were exceeded at all times