Manuel A. Email and Phone Number
Manuel A. work email
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Manuel A. personal email
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Results-driven professional with an established record in operations, management, business development, growth, customer success, and service for leading organizations. Proven talent for aligning business strategy and objectives with established team leadership and product management paradigms to achieve maximum operational impacts with minimum resource expenditures. Detail and growth-focused leader with expertise spanning operations optimization, performance assessment, relationship management, cross-functional collaboration, strategic planning, data analysis, marketing, market research and analysis, process improvement, KPI management, cost control, report development, forecasting, opportunity management, and project management. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as recruitment management, staff training and development, and extensive technical expertise. Throughout my professional experience I had the opportunity to demonstrate my flexibility, organizational skills, and my ability to prioritize my workload. I work well independently and as a team member. My career required me to multi-task accurately and with attention to detail due to the high volume of work and exponential growth in the startup industry. Much of my work has been bound by deadlines which I met, while handling multiple projects. I believe communication and organization are the keys to success in any business. I have demonstrated my ability to be proficient in business-oriented English and Spanish both written and verbal. Along with other skills in: Atlassian Confluence | JIRA | Workflows | Zendesk | B2C | Product Management | Customer Support | Logistic Management | SQL - Data Manipulation | CX | Automation | Leadership | People Management | Public Speaking | Microsoft Certification | Google Suite Ultimately, I am creative, persistent, and reliable, producing high-quality results with a passion for Operations, as the startup industry demands to be flexible and accommodating to rapid growth and consistent change. Let’s connect today!
Otter
View- Website:
- tryotter.com
- Employees:
- 370
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Director Of Customer Success - EnterpriseOtterLos Angeles, Ca, Us
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Head Of Customer Success - EnterpriseStealth Startup May 2024 - PresentMountain View, Wy, Us -
Head Of Strategy & Operations | Enterprise & SmbStealth Startup Dec 2023 - May 2024Mountain View, Wy, Us
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Head Of Customer Operations - Business IntelligenceStealth Startup Mar 2023 - Dec 2023Mountain View, Wy, Us
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Sr. Manager Customer Ops - Business Intelligence | Us & CanStealth Startup Oct 2022 - Mar 2023Mountain View, Wy, Us
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Head Of Strategy & Operations (Advisor/Consultant)Publicist May 2022 - Oct 2022New York, Ny, Us• Focused on maximizing operational efficiency and team productivity through the development of quality programs and targeted objectives that align with their business model• Successfully achieved market, product, and competitive placements that increased revenue and attracted new clients to their marketplace, expanding their customer base by 15% within the first 3 months of consulting -
Director Of Worker GrowthWorkrise Aug 2021 - May 2022Austin, Texas, Us• Joined to lead growth and ops for the solar/wind vertical. Quick win - reduced worker CAC by 60% in 12 weeks (~$6mm yearly in savings) through optimizing our marketing spent, referrals program, and worker redeployment program• Created new performance metrics that helped us solidify our acquisition channels for H1 planning initiatives. This resulted in a worker acquisition growth of ~160% QoQ and gained a higher market against other competitors • Connected multiple departments by acting as a connecting tissue to unify our strategy and growth initiatives across verticals. This helped reduce unnecessary product spent by optimizing and unifying our product needs across business units • Partnered with the finance team to create dedicated P&Ls for all business units to stay within budget QoQ and optimize spending against productivity output. This exercise helped Solar and Wind be EBITA positive within my first two quarters • Found, implemented, and deployed new partnerships, both large and small, with a focus on growing the worker base -
Director Of Strategy & OperationsSprout Therapy Jul 2020 - Aug 2021San Francisco, Us• Ensured and secured acquisition pipeline strategies for provider fulfillment to match rapid company growth • Drove continuous operating improvements and quality performance of operating metrics such as quality, productivity, acquisition, staffing, and training with scalable processes across the organization• Refined and develop operational performance metrics and management processes with relevant stakeholders in Demand, Operations, and Product to consistently meet or outperform growth projections and increase monthly revenue • Successfully executed strategies and improvements to drive greater efficiency, value, and quality across the supply team• Created a strategy of a hybrid workforce economy of contractors and full-time employees to maximize costs and reduce attrition by keeping retention rates above ~96% QoQ • Managed Training and Development for leaders and their teams to deliver high performance and continuous improvement on more than 400 teammates • Through different initiatives and business strategies, I was able to increase NPS and eNPS by over 52% QoQ• As employee #15, I was responsible for hiring and managing 40% of the total company employees ~430, within the first nine months of employment• Implemented scaled ways of creating valuable communication channels across different teams• Proactively identified opportunities and formulated workable, innovative solutions to maximize business performance• Evaluated internal and external economic conditions to assist in the development and evaluation of the acquisition team, and constant improvement of go-to-market plans• Responsible for a yearly budget of over ~$10 million -
Manager, Global OperationsBird Jan 2019 - Apr 2020Los Angeles, California, Us• Provided direction and leadership to a cross-functional team in the development, design, and implementation of support services for tens of thousands of daily users• Created scalable performance metrics which established consistent, data-based KPIs tools to inform high-level decision-making (included in a weekly Executive Leadership Report); this led to reduce charging costs by 34% and increased engagement by 28% globally• Expanded department from 20 Support Specialists to over 80 in six months to match increased volume demand, improve response rates by 15%, and reduce churn, increasing Charger satisfaction by 25%• Grew the GIG workforce by 80% in 50 cities across the globe• Led five new product initiatives for the charger program that helped reduce labor hours • Created a task force focused on reducing incremental spending resulting in overall product improvements and exceeding monthly savings projections within the initial 90 days and routinely surpassed monthly savings objectives by 50%• Worked cross-functionally across departments, including Product, Legal, Brand, Support, Strategy, Biz • Ops, and Local Ops, to innovate new programs and improve user acquisition globally -
Manager, Community OperationsBird Jul 2018 - Jan 2019Los Angeles, California, Us
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Manager - OperationsChariot Jan 2018 - Jul 2018San Francisco, Ca, Us• Spearheaded the development and improvement of operation processes rolled out to all markets across the U.S. and Europe• Administered and supervised a team of local managers and led the development of forecasts and growth strategies for all live markets globally• Worked cross-functionally with multiple departments including Product, Legal, Sales, CRM, Support, Compliance, Safety, Fleet and Facilities to innovate new programs and improve user acquisition in the U.S. and EMEA• Served in an integral role by overseeing P&L, B2B, and Charter product growth, hiring, and expansion of multiple markets• Navigated the execution of local marketing strategies to propel user adoption and market penetration• Performed in-depth localized research to develop an understanding of regulations and market opportunities in prospective launch cities for Chariot• Managed a cross-functional remote team in collaboration with stakeholders at HQ to determine most valuable KPIs across the Operations team• Led recruitment efforts including on-site interviews & in-person onboarding sessions to build an initial core supply for launch -
Central Operations, Supervisor | Us & CanadaUber Feb 2017 - Jan 2018San Francisco, California, Us• Played a key role by developing, administering, and growing a sales/support team from 4 to 80 employees • Collaborated in the development of a concierge onboarding tool for drivers across the U.S. & Canada that increased conversion by 25%• Orchestrated the development of innovative productivity reports to highlight weekly and monthly employee progress, resulting in a positive WoW lift, increased driver supply, and the surpassing of weekly goals• Managed all operations of a team of 20 associates, carried out performance reviews, and assigned goals to increase and propel business growth and personal development -
Growth Specialist - Supply Ops | Us & CanadaUber Mar 2016 - Feb 2017San Francisco, California, Us• Successfully executed special tasks and projects delegated by upper management in a fast-paced environment• Was held responsible for interviewing weekly candidates and training external contractors• Performed remote technical troubleshooting measures with partners to restore access to the product • Developed instructional guide for processes; ensured a measure of continuity to business flow across products• Managed internal CRM software by tracking leads and metrics, and ran reports for special projects
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Member Relations RepresentativeOzarks Electric Cooperative May 2015 - Feb 2016Fayetteville, Ar, Us• Efficiently responded to client requests for application, information, and account maintenance• Listened to client explanation of needs and offer applicable products or services• Effectively analyzed problems and outline necessary courses of action for problem resolution• Communicated daily with team members in billing, retention, and technical support in order to expedite resolution of member concerns and/or complete application for services• Consistently met performance and quality benchmarks in professionalism, establishing rapport, first contact problem resolution, and voice tone• Completed customer service training to learn ways of enhancing member satisfaction and improve productivity -
Administrative Support InternOzarks Electric Cooperative May 2014 - May 2015Fayetteville, Ar, Us• Ensured all the documentation, required for any type of credential, was available and up to date• Developed new ways of processing documentation to ensure that each document was handled more consistently, increasing employer satisfaction• Took on new assignments and provided administrative support to the Director of Human Resources and Job Training/Safety Coordinator in order to improve efficiency of procedures• Updated and managed OECC 250+ employee database, ensuring high-quality reports of each individual
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Marketing/Sales InternCertapro Painters Of Northwest Arkansas Apr 2014 - Aug 2014Audubon, Pa, Us• Developed and managed online marketing campaigns achieving a strong, visible social media presence with viral potential; increasing followers by 45% • Continuously monitored accounts through Google Analytics, Tweetreach and Facebook Analytics• Effectively created brand awareness, engagement and traffic to social media pages• Conducted extensive business development functions, including direct marketing, generating qualified leads expanding sales pipelineAt CertaPro Painters of NWA (North West Arkansas) I was responsible for coordinating and producing of a variety of graphics products and services, providing graphic design and art direction for ads, social media campaigns, brochures, exhibit displays, and slide shows. At CertaPro I had the opportunity to show my skills as a Social Media Coordinator and Sales Representative, achieving an increase in the sales pipeline for the NWA branch and a higher engagement with the former clientele by the end of my internship term. -
Student AssistantJean Tyson Child Development Study Center - University Of Arkansas Jun 2013 - May 2014Fayetteville, Ar, Us• Interacted with peers while enhancing confidence and skills in communication, leadership, and management; all while promoting safety• Supported teachers providing excellent early childhood education and established trusted relationship with parents -
Student Assistant - Writing CenterCollege Of San Mateo Mar 2011 - Jul 2012San Mateo, Ca, Us• Assisted students with book selection and software troubleshooting• Became a leader and new employee trainer• Provided translation assistance for Spanish-speaking students, leading to a better outcome of the writing center
Manuel A. Skills
Manuel A. Education Details
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Harvard Business School Executive EducationBusiness Strategy & Leadership Executive Education -
University Of Arkansas - Sam M. Walton College Of BusinessMarketing
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College Of San MateoBusiness Management: Marketing
Frequently Asked Questions about Manuel A.
What company does Manuel A. work for?
Manuel A. works for Otter
What is Manuel A.'s role at the current company?
Manuel A.'s current role is Director of Customer Success - Enterprise.
What is Manuel A.'s email address?
Manuel A.'s email address is ju****@****ail.com
What schools did Manuel A. attend?
Manuel A. attended Harvard Business School Executive Education, University Of Arkansas - Sam M. Walton College Of Business, College Of San Mateo.
What are some of Manuel A.'s interests?
Manuel A. has interest in Children, Education, Poverty Alleviation, Human Rights, Health.
What skills is Manuel A. known for?
Manuel A. has skills like Marketing, Social Media, Microsoft Office, Microsoft Excel, Social Media Marketing, Social Networking, Powerpoint, Microsoft Word, Public Relations, Photoshop, Advertising, Sales.
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