• Champion ABI's leadership and development strategy• Coach and support ABI's Team Leads• Provide oversight for People Operations functions - hiring, onboarding, offboarding, training, compliance, policy creation/implementation, and culture strategy• Directly manage People and Business Operations staff

• Collaborate with senior leadership to evaluate, design, execute, measure, monitor, and control business processes.• Facilitate teams to critically review current processes for effectiveness, quality and simplification.• Provide training programs on new processes as needed.• Lead, train, and develop the Customer Service and Logistics teams. • Oversee all aspects of ABI’s facility (both internal and external).• Manage relationships with key operations vendors.• Resolve on-site IT issues as far as reasonably possible and function as the in-house project manager on major IT changes (Phone, MDM, etc).

• Foster a team culture in which the ABI mission and vision can be actualized.• Advance customer trust and loyalty in the ABI brand through strategic social and emotional connections.• Facilitate joy-inducing interactions that encourage team and customer success.• Accomplish customer service human capital objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.• Strategically invest in the ABI management team to develop efficient workflows and healthy relationships between departments.• Keep ahead of industry developments to ensure ABI is on the forefront of customer service best practices.• Take ownership of escalated customer issues to ensure appropriate resolution.• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions.• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.• Maximize customer operational performance by providing facilitating the creation of product and industry-related support material; resolving problems; and disseminating advisories, warnings, and new techniques.

Graphic Designer. Video Editor. Occasional Blogger.• Oversea various video and print design projects for clients.• Write content for the Truth Work Media blog.

• Recruit, train, and lead a team of Resident Assistant to serve the needs of the dorm’s 99 residents.• Identify potential leaders and actively develop current leaders through mentoring, workshops, and strategic leadership placements to encourage a consistent pool of fresh leadership candidates year over year. • Integrate first-time students into residential living and academic life. • Create and maintain a culture within the residential hall conducive to students thriving socially, academically, and personally. • Oversea operation and maintenance of the physical residential space.•Facilitate communication across various campus departments including Admissions, Maintenance, Academics, Financial Aid, and Student Affairs. •Coordinate with current and incoming students and parents to ensure a high rate of satisfaction and retention.

• Develop multiple short-term, cross-cultural Task Force Trips yearly.• Recruit and train students for cross-cultural integration and academic success during participation in Semester Abroad programs. • Recruit, train, and manage logistics (fundraising, travel arrangements, travel documents, housing, and operating budget) for Task Force Teams. • Manage day-to-day operation of the Semester Abroad & Task Force Office and staff during months when program director was traveling with teams.