Process Automation and Improvement: Provide technical solutions and process adjustments to optimize existing workflows including Internal transfers, involuntary exits, new employee onboarding (for standard onboarding and M&As) and employee investigations. Partner teams include: HRIS, HRBP, Infosec, Legal, IT, Talent Acquisition, DEI and Culture.People Operations System Administrator: Led the implementation of Zendesk suite. Manage ongoing optimization of support operations through Zendesk configuration and automation. Built custom workflows and triggers to streamline ticket routing and response times. System Integrations: Established seamless connections between Zendesk and external platforms (Workday, Okta, Slack, Service Now), fostering efficient information flow and improved employee experience. Understand and recommend ongoing opportunity to further integrate our systems and tools. Knowledge Base and Process Documentation: Develop and maintain a comprehensive Zendesk knowledge base, consolidating external SOPs and outdated documentation. Analyze the utilization of knowledge base resources (search queries, search results, click through rates, ticket deflection) in order to create a knowledge base that empowers employees and internal teams to self-serve. Reporting and Analytics: Identify trends and opportunities for improvement in service delivery. Provide actionable insights to optimize numerous people operations processes.Training & Development: Create and facilitate training to equip the internal people operations team with the skills and knowledge to maximize Zendesk's functionalities and features. Vendor and Contract Management: Provide overview of organizational budget impacts, review of contracts, measure of ROI, contract expirations and renewals. Responsible for summarizing and recommending potential innovations for the organization.

Partner with the CEO and CHRO to uncover and address needs, identify appropriate program sponsorship, and ensure alignment with organizational goals.Develop and implement reporting mechanisms (dashboards, automated scorecards) to monitor efficacy of programs, evaluate training effectiveness through KPIs and learner feedback.Design, implement and maintain learning & people operations programs. Including managing budget, vendor relationship, and stakeholder alignment. -Customer Immersion: Launched and scaled Customer Immersion Program from 20 employee pilot, to company wide-program (1500 employees). -Interviewer Training & Bar Raiser Program: Trained and ramped new “bar raisers” (expert interviewers). Organized and facilitated a participant summit offering scenario based working groups to effectively identify and combat bias in the interview process. -Professional Assessments: Launched and scaled professional assessment (SDI 2.0). Designed workshop curriculum, and grew from 30 employees to 500.-Talent Management: Partnered with the Head of People to create the company’s cross-organizational internal leveling guide. Facilitate talent and promotion review process, including talent calibrations, promotion panels and career development workshops for Data Science, Engineering, Operations and Sales teams.-Leadership Coaching: Identified and selected key leaders to participate in 1:1 executive coaching. Managed ongoing participant support, vendor relationship, coaching effectiveness and reporting to stakeholders.-Instructional Design: Partnered with HR, Legal and IT to design and launch company-wide compliance, IT security and compensation training. Manage implementation and administration of people systems including company LMS, professional development platform, HRIS and ATS.

Lead the development, testing, and launch of talent acquisition processes.Drove continuous improvement based on program metrics, employee feedback and broader people team strategy.Managed implementation of applicant tracking system (Greenhouse) in addition to migration from the former system (Lever). Redesigned and delivered Convoy’s interviewer training to ~200 employees.

Hired as Convoy’s first recruiter in 2016, responsible for hiring across functions: sales, account management, operations, compliance, G&A. Individually responsible for ~150 full time hires across teams.Partnered with co-founders to establish the initial hiring and onboarding processes for the company.Managed end-to-end candidate process, offer negotiation, closing, and onboarding.Led the hiring efforts to place the first 60 FTEs in a secondary operations office in Atlanta.

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