Michael O'Brien Email and Phone Number
Michael O'Brien personal email
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With 15 years of experience in customer service, product, and operations, I help startups and scale-ups (100-1,000 employees) build scalable support strategies and infrastructure to drive growth and deliver value.I specialize in solving customer problems, streamlining processes for customer-facing teams, and collaborating cross-functionally to implement impactful solutions. I’ve successfully launched and scaled customer-facing programs, managed complex projects, and introduced best practices that improve efficiency and customer outcomes for world-class organizations and brands.As a Registered Scrum Master enthusiastic about agile methodologies, I coach teams to adopt workflows that enhance collaboration, adaptability, and goal tracking. My mission is to empower customers with innovative solutions that create lasting impact.
Ventus Optera
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Managing ConsultantVentus Optera Sep 2019 - PresentLed Scrum / Agile coaching for SaaS product management, customer strategy, and customer support systems.Managed customer-facing systems and teams for SMB and enterprise companies in new technology markets.Implemented scalable infrastructure solutions for B2B, B2C, and multi-sided marketplaces.
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Support Center ManagerBoston Dynamics Oct 2022 - Dec 2024Waltham, Ma, UsCertified Scrum Master and digital Product Owner for Customer Learning & Development, leading UX strategy and support center development with a team of talented professionals in design, technical writing, and educationManaged final stages of production and beta robot software releases using Git, AWS, and SalesforceLed integration projects with Paligo CCMS and other platforms, driving efficiency and customer engagementDeveloped CSAT/NPS systems, launched an LMS, rebuilt partner portal, and led continuous improvement initiatives -
Head Of Customer ExperienceDeal Map Sep 2019 - Mar 2022Designed, researched, and tested the user experience for Deal Map; dealmap.com, a Xero-integrated accounting platform for real estate agenciesLead hiring process for Dev team, developed JIRA workflows, and implemented daily Agile standupsCreated sprint documentation and designed website, help center and several key features of the appConducted patent and market research, developed customer service strategy, and customer communications -
Head Of CommunityIadvize Nov 2018 - Sep 2019Nantes, France, FrIncreased conversion rate 10x for global brands using live chat experts and sentiment analysis to enhance sales strategyConsistently surpassed revenue targets by 115%+ while improving onboarding efficiency and customer engagementDeveloped automated coaching tips, reduced vendor costs, and implemented NPS/retention programs to drive continuous quality improvements -
Head Of Customer ExperienceSheprd Feb 2018 - Oct 2018Boston, Massachusetts, UsManaged onboarding for K-12 student ride-hailing startup, driving a 3x increase in new bookings and 2x in repeat bookings through research and experimentsLed Hubspot and internal tool integrations, enhancing automation for the Ops teamDeveloped automated coaching tips, reduced vendor costs, and implemented NPS/retention programs -
Advanced Support, Project Manager ㅡ Account Security & RiskUber Jan 2017 - Oct 2017San Francisco, California, Us- Oversaw the buildout of risk-focused customer service teams and systems across multiple regions- Cut time-to-solve in half using data-driven strategies and focus on issue identification- Pioneered validation methods to reduce driver-side financial fraud and social engineering -
Community Operations Manager, Account Security & Risk Program LauncherUber Oct 2015 - Dec 2016San Francisco, California, Us- Developed and launched fraud investigation customer service teams in Phoenix, Chicago, and Costa Rica- Managed staffing, resource allocation, training, performance, and development plans for hundreds of agents- Owned false-positive detection and issue resolution with a focus on PR, legal compliance and customer satisfaction for highly sensitive customer issues (30% → 65%)
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Community Operations Manager, Northam OperationsUber Sep 2014 - Sep 2015San Francisco, California, Us- Managed remote customer service team and operations to support and grow the NorthAm rideshare market- Coordinated and performed response to urgent safety, risk, and media incidents and technical outages- Developed and delivered specialized training for customer service agents
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Operations AnalystSilverlink Communications Apr 2012 - Sep 2013Provided major health insurance companies with automated communications campaigns, reporting, and data servicesOptimized efficiency and quality using analytics to streamline and automate HIPAA compliant business processes -
Strategic Marketing AnalystL-3 Communications Jan 2011 - Jun 2011New York, Ny, UsL3 Security & Detection created the mm-wave body scanner seen in airports around the world -
Sales And Marketing SpecialistBlackwave, Inc. Jan 2010 - Jun 2010Acton, Ma, Us- Blackwave Inc, developed software and hardware for content delivery networks and data centers- Aquired by Juniper Networks in November 2010 -
BaristaPeet'S Coffee Sep 2003 - Mar 2007Emeryville, Ca, Us -
Solar TechnicianCotuit Solar Llc 2001 - 2003Cotuit, Massachusetts, Us
Michael O'Brien Skills
Michael O'Brien Education Details
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Northeastern UniversityPsychology -
Pasadena City CollegeEmergency Medical Technology (Emt-1)
Frequently Asked Questions about Michael O'Brien
What company does Michael O'Brien work for?
Michael O'Brien works for Ventus Optera
What is Michael O'Brien's role at the current company?
Michael O'Brien's current role is I help startups with customer strategy, systems, and infrastructure | Product management | Agile coach.
What is Michael O'Brien's email address?
Michael O'Brien's email address is ob****@****ail.com
What schools did Michael O'Brien attend?
Michael O'Brien attended Northeastern University, Pasadena City College.
What skills is Michael O'Brien known for?
Michael O'Brien has skills like Marketing, Program Management, Microsoft Office, Strategy, Salesforce.com, Online Marketing, Powerpoint, Customer Service, Leadership, Data Analysis, Microsoft Excel, Qualitative Research.
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