Matt Wise Email & Phone Number

Bremerton, Wa, Us

Seattle, Washington, Us

Seattle, Washington, Us

Created and currently leading a global program to provide facilities and related services for this 1,700+ employee hyper-growth startup-gone-IPO. This includes real estate acquisition, design, branding, build outs, security, vendor management, employee safety, business continuity, workplace experience and managing multi-million-dollar budgets and projects. Locations and teams span Asia, Central America, Europe and North America.

Seattle, Washington, Us

Responsible for planning and executing strategic growth initiatives and vendor relationships with a focus on enabling Remitly's global operations to scale in support of our rapidly growing business. This has included activities such as: assessing and setting up new locations worldwide, including site build-outs and expansions; determining needs for and setting-up new language support; managing a BPO and building-providers; performing detailed cost analyses for expansion initiatives; overseeing ongoing facilities management and business continuity planning; and creating and leading new operations teams globally.

Seattle, Washington, Us

Responsible for Remitly's Customer Service program and operations. This spans both a captive team in Manila, Philippines as well as outsourced teams in Manila and Managua, Nicaragua.

Seattle, Washington, Us

Responsible for leading and developing Remitly's customer service and risk investigations site in Pasig City, Philippines.

Seattle, Wa, Us

I began in Transaction Risk Management Services (TRMS) managing the manual-investigations teams and programs for third-party sellers on Amazon.com's e-commerce platforms. This included fraud, policy, performance, claims and disbursements, covering sellers across the US, Canada, Germany, France, United Kingdom, Italy and Spain. Our mission is to ensure Amazon is the most trusted place to transact online and included the third-party sellers on the Amazon main sites, Webstore by Amazon, Checkout by Amazon, and Product Ads. In October 2012, I transitioned to manage risk, fraud and chargeback investigations for Amazon Web Services (cloud computing), Mechanical Turk (on-demand, scalable workforce), Payment Services (card present and card not present) and Product Review Abuse. In both roles, I have been responsible for creating and driving road maps; hiring (including managers); managing coverage; developing goals; handling executive escalations; creating metrics; and driving performance in a highly data-driven and fast-paced environment. This has been at both the tactical and strategic levels in support of company goals – and includes tens-of-thousands of investigations and millions of dollars each week.

Seattle, Wa, Us

Upon returning to Seattle after the Grand Forks, ND assignment, my responsibilities expanded to include the Tier 1, Tier 2 and on-call support teams. In addition, I established another team in San Jose, Costa Rica to service the continuously growing North America seller population. Other responsibilities included working directly with the executive, business, sales, risk and engineering teams within the third-party seller platforms business unit.

Seattle, Wa, Us

Relocating from Seattle, WA to Grand Forks, ND – my task was to turn-around an underperforming technical support site. The issues to address were numerous, but primarily rooted in poor communication and a lack of strong and consistent leadership. From day-one, my mission was to rebuild the site into the flagship node of the network. At the beginning of my term, this 32-seat inbound call and email support-site supported only two lines of business and consistently missed productivity, quality and retention targets. By the time I returned to Seattle, the site was consistently meeting targets, had grown to 63 seats and supported no less than seven lines of business. With strong leadership and performance established, the site had realized itself as the leader of the then five-node-network.

Seattle, Wa, Us

The Technical Account Management team (TAM) provides technical support, education and advocacy for the millions of third-party sellers on Amazon's main sites across the globe. At the time, TAM had no formalized processes for workflow and capacity management across its inbound-support network. With one analyst reporting to me, we built the foundational mechanisms and processes to address this. The outcome was better service level agreement adherence, more effective capacity management, and increased cost-effectiveness for the entire network.

Seattle, Wa, Us

Recruited and led a team of technical support associates to service the rapidly growing third-party seller business at this remote-site location. I assisted in the hiring of a peer manager to help scale with our growth and led the team through the integration of inbound phone support, a new inbound contact-management-system and target-exceeding performance metrics.

Seattle, Wa, Us

Us

Butte, Mt, Us

Charlotte, North Carolina, Us

Charlotte, North Carolina, Us

Milwaukee, Wi, Us