Provide operational mentorship to Trellis’ leadership team in support of it’s expanding mission to help charities maximize their impact in the world.

Lead Mentor for early stage venture as part of UBCO’s Venture Mentoring Services pilot program, encouraging and supporting the next generation of visionary entrepreneurs.

Provide early stage startup mentorship for a variety of programs including Startup Sprint and Mentor to Market

Supported the team transition to Xbox Player Services as part of the successful acquisition of Two Hat by Microsoft

Reporting to the Founder and CEO, built and led an expanded executive portfolio of operational teams from post-seed funding through scale to successful acquisition, which included Human Resources, Customer Success, Multi-Language Product Development and Delivery, Trust and Safety Industry Best Practices and EducationProvided strong and motivating leadership to operational managers while inspiring them to deliver customer-centric results through rapid scaleLed full-cycle B2B customer engagement programs such as CSAT, NPS, quarterly business and customer data reviews, referral programs, customer community of practice, and value-added non-software servicesDeveloped customer feedback pipeline (qualitative and quantitative data), reported insights through internal meetings and acted as the voice of the customer to influence product and software development aligned with Two Hat’s vision, enabled our customers’ success and drove revenue through referralsAccountable for establishing, collecting and reporting on customer, language product development and community health metrics as well as establishing baseline metrics and tracking trendsDeveloped and continuously improved the overall customer experience through product development and delivery with a focus on proof of concept pilots, development of industry best practices for global community wellness and continous iteration on non-software products and servicesCreated a collaborative, innovative and result oriented environment within the team, crossfunctionally and with customersDrove operational scale by implementing OKRs, automating manual tasks and expanding self serve options for customers and employees through technologies that improved accessibility and ease of useScaled departmental team from 5 employees across 2 functions to 48 employees across 5 functions in 18 months while consistently exceeding OKR targets and supporting the growth of the organization from 30 to 90+ employees

Analytics Calgary was a prototype program focused on creating an environment where government, business and citizens could partner to co-create sustainable and high quality services to the communityProject managed performance reporting for Analytics Calgary Program to the Steering Committee, Executive Sponsor (Deputy City Manager), Visionary Sponsor (City Manager) and City Council (PFC) focused on measuring effectiveness and identifying trends and risksDeveloped change/influencing tools and tactics to shift mindsets in support of the objectives of Analytics Calgary and it’s initiativesProvided adhoc guidance on strategy to Analytics Calgary initiatives (Open Data, Advanced Analytics, Business Intelligence and Civic Innovation)

Responsible for strategic and operational consultation with portfolios that included: Corporate Properties and Buildings, Corporate Analytics and Innovation, Calgary Fire Department and Calgary Emergency Management AgencyScoped, resourced and delivered a strategic and tactical work plan that balanced operational requirements with the long term needs of the business unit within a high volume and complex environmentIdentified HR trends and developments and provided an evidence-based approach to design, develop lead people strategies in diverse work environments (24/7, uniform, technical, trades, difficult to fill) with performance measures that aligned to City business objectivesProvided strategic guidance and change leadership at all levels on corporate change initiatives such as zero based reviews, corporate business planning, business continuity planning and organizational restructuring Coached leaders and employees towards building a high performance culture aligned with a positive corporate culture and City valuesAdvise leaders on employee and labour relations matters including interpretation and application of policy and applicable legislationParticipated in negotiation of collective agreements and letters of understanding, grievance and arbitration hearings, unionized jurisdiction changes