Operations Manager
Current-Oversaw two operational divisions–User Support and Workforce Operations-Managed remote team of five (5) individuals across both divisions simultaneously User Support-Supervised support associates’ interactions with users (customers and independent contractors) ensuring a customer satisfaction rating of 90%+ for 7 consecutive quartersOverhauled automated chat system to create more efficient user flow through use of best practices and more integration of AI tools leading to a 98% “in-flow” completion rate for all users -Acted as second tier escalation personnel assisting in user dispute resolution and customer retentionWorkforce Operations-Oversaw the hiring, onboarding, success and offboarding of all independent contractors on platform (400+ active ICs during any given month) -Developed new IC service procedures and guidelines resulting in higher IC retention, increased tips, and an average order satisfaction rating of 4.91 or higher over 6 consecutive quarters -Led IC communication efforts by developing and distributing weekly email updates, creating an SMS-based incentivization strategy and opening more effective avenues of IC feedback-Maintained a minimum 88% delivery success rating across all markets -Collaborated with executive team and other major stakeholders to develop product map, acquisition strategy, operation strategy, KPIs and corporate objectives on a quarterly basis-Collected and analyzed user satisfaction data to ensure empirically driven development of future product features and service improvements and ensure independent contractor satisfaction
