Mandy Owen Email & Phone Number

Monterey, CA, US

San Francisco, CA, US

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Los Angeles, CA, US

• Served as interim Chief Operations Officer (incl. HR, Talent, and IT) during critical inflection point for the organization
• Oversaw migration of org out from under its 10-year fiscal sponsor to an independent entity as a 501 (c)3
• Developed ongoing reporting to fiscal Board in partnership with outsourced controller
• Set up US-based payroll over 5 states
• Co-led the organization’s first priority, goals, and KPI-setting process
• Developed first professional development curriculum for people leaders in the organization

San Francisco, CA, US

• Led our global Product Insights team, embedded in all product teams across the company
• Co-led the cross-company initiative at Airbnb that brought all of our bug reporting and quality metrics into one platform shared across Product, Engineering, Design, and Customer Experience, resulting in $$ tens of.
• Myself + the 3 managers who reported to me were responsible for over 20 full-time employees (FTEs) and a global, outsourced team of nearly 50 FTEs
• Recruited 75% of my team from within Airbnb over my tenure because I deeply believe in prioritizing internal growth opportunities whenever possible
• Helped 30% of my team go on to become data scientists and product managers both within Airbnb and at other companies
• Served as a cross-company mentor, meeting with employees to work on professional and personal goals

Mountain View, CA, US

• Lead effort that reduced call center agent workflow inefficiencies resulting in just under $1M in annual savings
• Developed and launched first customer accommodations (“make goods”) program for Google Play Store
• Took over customer dissatisfaction analysis program, rolling out new processes improvements to 5 global product support groups

Los Gatos, CA, US

• Led team directing internal communications for our captive and outsourced contact center network
• Prepared customer service management and operations teams for upcoming product tests, campaigns, launches, and process changes
• Gathered customer support insights to drive customer support and product improvements
• Oversaw transition of Tier 3 technical support from operational to support model

Los Gatos, CA, US

• Fostered and maintained cross-functional relationships with both corporate and vendor partners, leading top-down communications throughout global customer service network
• Analyzed customer and agent feedback, end-user metrics, and call driver stats to inform knowledge base content updates
• Coordinated localization of this content and corresponding announcements
• Co-led the launch of http://help.netflix.com/
• Created video demos for upcoming product launches and A/B testing

Los Gatos, CA, US

• Facilitated instructor-led training courses on exceptional customer service and expert product support
• Judged trainee fit based on tone, ability to use resources, and willingness to implement feedback
• Created, maintained, and administered Articulate Quizmaker knowledge checks via Sharepoint LMS as well as Adobe Captivate Elearning modules

Los Gatos, CA, US

• Managed team of representatives, coaching them to provide exceptional customer service

Los Gatos, CA, US

Cupertino, California, US

• Engaged each customer to personalize each shopping and/or session experience

• Brokered professional lines business for client base in Virginia, Maryland and District of Columbia
• Managed administrative needs for our brokerage

Charlottesville, VA, US

• Earned a Commercial Driver's License (Class B with passenger-carrying endorsement) in order to operate a transit buses for students and employees of the university