Kevin Rocci Email & Phone Number

Sacramento, Ca, Us

Redmond, Washington, Us

Bringing the best expanded learning to every student in every school with measurable outcomes.

At Garden LLC, I provided strategic business consulting services to startups, specializing in optimizing recruiting processes, enhancing organizational culture, and driving operational efficiencies. Key achievements and responsibilities included:• Developed Scalable Hiring Processes: Designed and implemented equitable hiring frameworks, including job descriptions, interview scripts, and assessment rubrics, resulting in a 65% reduction in voluntary attrition and a 30% reduction in time to hire.• Guided Strategic Planning: Led executive teams through comprehensive strategy sessions, leveraging market research and idea mapping to establish clear 3-, 6-, and 12-month business targets.• Enhanced Operational Efficiency: Conducted in-depth evaluations of business processes, recommending and implementing improvements that streamlined workflows and boosted productivity.• Boosted Revenue Growth: Leveraged content marketing and affiliate marketing strategies to achieve a 20% increase in year-over-year revenue for edtech products within a three-month period.• Codified Company Values: Facilitated a month-long process with a small edtech company to define and integrate core values, attracting value-aligned candidates and strengthening organizational culture.• Mentored and Developed Leaders: Provided personalized coaching and development programs to help employees and managers grow into effective leaders.Through these efforts, I enabled startups to scale efficiently, improve their organizational culture, and achieve significant business growth.

Remote, Oo

As Vice President of Operations at Flight CX, I spearheaded the strategic planning and operational execution of key company functions, driving significant improvements across the organization. My contributions included:• Strategic Planning and Goal Setting: Collaborated with the executive team to define and implement the company’s strategic direction, setting ambitious 3-year, annual, and quarterly goals that aligned with our long-term vision.• Recruiting Excellence: Led the recruitment function, optimizing processes to enhance candidate matching, reducing voluntary attrition by 65%, and decreasing time to hire by 30%. This involved refining assessments, job descriptions, and interview scripts to align with company values and role competencies.• Account Management Leadership: Managed the account management department, developing strategies that ensured exceptional client service and retention. Implemented proactive communication, conducted monthly Business Reviews, facilitated ongoing team training and upskilling, and utilized regular feedback to maintain high service standards.• Employee and Client Engagement: Designed and executed bi-annual team engagement and client satisfaction surveys. Analyzed results to generate actionable insights, which led to improved team morale and enhanced client relationships through targeted recommendations.Through these initiatives, I played a crucial role in fostering a culture of excellence, driving operational efficiency, and supporting the company's growth objectives.

San Francisco, Ca, Us

As General Manager of English Language Products at Magoosh, I was responsible for the strategic direction and operational success of two major product lines, driving significant growth and ensuring exceptional educational outcomes. Key achievements and responsibilities included:• Revenue Growth: Led initiatives that grew annual revenue by 28% to $2M, despite challenging market conditions. Achieved this through strategic pricing experiments, feature enhancements, effective content marketing, and optimized product positioning.• Cross-Functional Team Leadership: Directed a cross-functional team encompassing content creators, marketers, customer support associates, engineers, and product managers. Ensured alignment with company goals through meticulous annual and quarterly planning.• Customer Insights and Product Development: Conducted dozens of user interviews, analyzed hundreds of survey responses, and executed multiple A/B tests. Utilized insights to inform product development and website redesigns, leveraging skills in HTML, CSS, and JavaScript to enhance user experience.• Operational Efficiency: Managed the budget and P&Ls for the product lines, ensuring efficient allocation of resources and maintaining financial health. Implemented process improvements that streamlined operations and boosted team productivity.• Stakeholder Engagement: Fostered collaboration across departments and maintained strong communication channels with stakeholders to ensure alignment and buy-in for product initiatives.In this role, I successfully navigated market challenges and led my team to achieve substantial growth, contributing to Magoosh’s mission of making education more accessible and effective.

San Francisco, Ca, Us

As Vice President of Customer Experience at Magoosh, I led transformative initiatives that elevated the quality of educational content and customer support, driving significant improvements in customer satisfaction and operational efficiency. Key achievements and responsibilities included:• Department Leadership: Directed two major departments, Curriculum and Customer Support, overseeing a team of 80 employees, including 7 direct reports, with a $3M budget. Focused on delivering world-class educational content and exceptional customer support.• Product Improvement: Spearheaded projects to enhance eight academic products over four years, utilizing systems design, cross-training, and process optimization. These efforts led to a 10-25 point increase in Net Promoter Score (NPS), a 90% average lesson 'like' rate, and a sustained 98% customer satisfaction (CSAT).• Strategic Planning and Execution: Played a pivotal role in the company's 3-year and 1-year strategic planning cycles. Actively involved in setting and rolling out performance standards, establishing diversity goals, and transitioning the company through multiple structural changes, including from a flat structure to a team-based structure, and later to a matrix-based structure.• Operational Efficiency: Implemented streamlined workflows and robust operational frameworks, enhancing team efficiency and service quality. Managed budget and resource allocation to maximize impact and align with strategic objectives.In this role, I was instrumental in driving Magoosh’s growth and success, ensuring that our educational products and customer support services consistently exceeded expectations.

San Francisco, Ca, Us

As Director of Academic and Customer Support at Magoosh, I built and led a dedicated multi-channel support team, significantly enhancing the quality of educational content and customer service. Key achievements and responsibilities included:• Team Building and Leadership: Established and managed a customer support department of 55 remote and in-person employees, handling 150,000 customer contacts per year with a $1M budget. Developed hiring, training, and performance management processes to ensure team efficiency and high-quality support.• Operational Excellence: Developed and implemented operational frameworks that streamlined workflows, improved response times, and controlled costs, achieving a 98% customer satisfaction (CSAT).• Customer Support and Engagement: Created and maintained a comprehensive knowledge base, transitioning the team to a new Customer Management Software (CMS). Focused on remote team engagement and inclusion, resulting in an average retention rate of 3 years for part-time staff, with 70% staying up to 5 years.• Hiring and Training: Designed job descriptions and evaluation criteria, unlocking productive channels for posting roles and attracting talent. Delivered hands-on training programs to ensure new hires were proficient with tools and processes from day one.• Product Support and Feedback: Collaborated with the product and engineering teams to integrate customer feedback into product development. Conducted regular analysis of support interactions to identify areas for improvement in both customer service and product features.• Metrics and Reporting: Built models and databases for workforce planning, customer contact forecasting, and financial reporting. Used data-driven insights to guide strategic decisions and improve departmental performance.In this role, I successfully enhanced Magoosh’s customer support and academic services, ensuring that our users received exceptional support and high-quality educational content.

San Francisco, Ca, Us

Manage and grow key the functions of Customer Success and Academic SupportResponsible for long term strategy and executionExecutive leadershipSuccession planning and staffing projectionsManage costs and budget

San Francisco, Ca, Us

Manage and grow key the functions of Customer Support and Academic SupportResponsible for long term strategy and executionSuccession planning and staffing projectionsManage costs and budgetCreate content for blogs (~60 articles) and YouTube channel (GMAT Tuesdays, ~140 videos with 3.1M+ views)

San Francisco, Ca, Us

Manage and respond to inbound questions from studentsOversee 110% growth in contactsHire, train, and manage team to deliver high quality responses (98% CSAT)Create content for blogs (~60 articles) and YouTube channel (GMAT Tuesdays, ~140 videos with 3.1M+ views, across 116 countries)

Preparing international students for the GRE & GMAT tests and graduate school applicationsWriting a 23-week ESL syllabus with daily lesson plans for the GRE & GMAT Verbal and Analytical Writing sections Delivering curriculum in a fun, engaging way, utilizing various modes of instruction for multiple learning styles and cultural idiosyncrasiesDocumenting performance for written evaluation at the end of semester

El Segundo, California, Us

Research, develop, and write content for Barron's Test Prep blog. Content areas include grammar and writing tips, test prep tips and suggestions, question type analysis, and other areas related to the GRE, GMAT, SAT, and ACT.

El Segundo, California, Us

Edulastic (formerly Snapwiz) partnered with Barron's Test Prep to develop online, dynamic, and individually-tailored test prep software. The software provides students with videos, practice problems, full-length tests, and a personalized lesson plan.Planning and writing curriculum for 30 lectures on the GRE Verbal and Analytical writing sections. Writing scripts and delivering lectures in 5 - 20 minute videos for the instructional portion of Barron’s online test preparation softwareSolving, documenting, and recording over 200 solution videos

Preparing international students for the GRE & GMAT tests and graduate school applicationsWriting a 15-week ESL syllabus with daily lesson plans for the GRE & GMAT Verbal and Analytical Writing sections Delivering curriculum in a fun, engaging way, utilizing various modes of instruction for multiple learning styles and cultural idiosyncrasiesDocumenting performance for written evaluation at the end of semesterEditor-and-Chief of the SFIE Newsletter, managing writers, choosing themes and article topics, organizing graphics and photos, and designing layouts

Fort Lauderdale, Fl, Us

Writing a 35-hour, seven-session Kaplan training for new tutorsCreating summaries, handouts, and technical documents about Kaplan instructional methods, policies, and technologiesConducting trainings of 4–5 tutors, involving them in a hands-on approach to teaching proprietary software & systems as well as the pedagogy and instructional methods for elementary and middle school studentsTutoring elementary and middle school kids in math, reading, writing, and algebra. Coordinate with families to ensure students make the most progress possible.

Jp

Teaching English in a public middle school and two elementary schools in rural JapanTeaching chess and organizing a club for students at Higashikushira Middle School Adapting, producing, and directing The Three Little Pigs as a play with middle school studentsSeminar Presenter, JET Programme Orientation, Tokyo

Planned and instructed a high school English course centered on English literature, essay writing and grammarProvided instruction in reading and writing to students in preparation for the SAT Writing and Critical Reading instructions.

B.A., Politics & Film And Digital Media

Certificate, Advanced Tesol