- Served as Chief of Staff to the CCO, overseeing operations for Services, Support, Success, International Operations and Partners organizations- Defined and owned a multi-year strategy and execution roadmap to deliver best-in-class customer experience at scale for millions of daily users- Own design and outcomes for strategic initiatives and collaborative solutions across all GTM organizations with particular responsibility for post-sales- Subject matter expert in support of multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with government and international regulations- Drove excellence in ownership and fiscal planning for efficient growth at scale- Create high-performing team of operations and program management - Launched a new escalations team to drive red accounts program for highly impactful and prioritized account issues, leading to a 95% overall save rate of at risk customers- Built a voice of the customer program to identify key customer trends in product areas, giving guidance to internal teams about high value and high volume areas to focus initiatives

- Lead Global Technical Support team including partnering with Product and Engineering orgs- Responsible for driving efficiency and productivity improvements in a quickly growing product- Drove 20% CSAT improvement by adjusting workflow strategy and training schemasQuickly promoted to head of operations role due to quick improvement of Technical Support teams and strong capability to handle post-sales operations

- Leader of technical support teams across all DocuSign products- Responsible for Tier 3 team management and Success of all DocuSign customers- Liaison between customers and Product/Engineering teams to drive resolution of critical incidents- Led teams in every time zone, across multiple languages and 8 countries- Drove customer satisfaction score improvement by 20%- Mentor and driver of support initiatives and success across the organization

- Created dozens of training courses designed to teach Okta principles and technology to all facets of technical and non-technical internal roles- Designed and implemented live training courses that produced 100% pass rates of Okta Certifications for all attendees

- Lead Technical Investigator on any critical and complex customer issues- Experienced smoke-jumper: able to dive into any technical issue without prior knowledge and identify/deliver a resolution across any Okta customer- Led bug investigation with Engineering leadership to ensure a detailed knowledge hand-off and quick resolution of customer-facing bugsQuickly promoted to drive technical enablement across all employees at Okta due to success at scale in support teams

- Responsible for educating new hires and low performers on the team with 97% success rate of achieving top performer (top 20%) post-education- Created and implemented follow-the-sun model for high priority and high profile issues to ensure top customer care- Created Situation Management team and expanded team across all time zones and 3 countries- Achieved 15% global CSAT improvement on managed programsQuickly promoted to Tier 3 team lead to expand improvements across more technical and bug-related investigations

- Top performing individual contributor on the team, achieving a 4.98/5 lifetime CSAT- Highest productivity metrics on the team, achieving an average 158% case resolutions against targetQuickly promoted to Senior Lead role to create and implement 24/7 support model and focus on team education, enablement and tooling

Responsible for IT team, including:- Networking- Security- Virtualization- Server and Hardware Platforms- Desktop/Laptop Access Management- Software Vendor Management and ImplementationResponsible for Support team including:- All Support tickets both internally and externally- Customer Implementation and hand-off to post-sales- Self-serve content generation- Over 95% customer satisfaction survey results