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I am a career support specialist and leader. After some time in the non-profit world, I joined Automattic—a foundational company behind the open-source WordPress project—and have been leading support teams since 2010, first as a prime individual contributor and peer in Automattic's consumer division, and now as a cross-discipline team director in the enterprise division.I have extensive experience in support methodologies, coaching team members and fostering their personal growth, goal setting and execution, resource planning, customer success and empathy, continuous quality improvement, leadership through establishing trust and active listening, and distributed work.In my secondary time, I also have experience in live event production and coordination, esports tournament management, and livestream direction and production.
Automattic
View- Website:
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- 4003
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Director Of Special ProjectsAutomatticBelleville, Il, Us
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Director Of Global Support, Wordpress Vip/Wordpress For EnterpriseAutomattic Jun 2024 - PresentSan Francisco, UsDirector of a globe-spanning support team responsible for the ongoing experience of WordPress VIP's enterprise customers.
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Director Of Special Projects, Wordpress Vip/Wordpress For EnterpriseAutomattic Aug 2023 - Jun 2024San Francisco, UsLead of a small team focused on troubleshooting and iterative improvement throughout the WordPress VIP customer success organization. Working to create and refine methods and processes for identifying, prioritizing, and working to systematically eliminate poor and poorly-scaling processes, while building communications bridges throughout the organization to increase the efficiency and effectiveness of collaborative communication.
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Interim Director Of Global Support, Wordpress For EnterpriseAutomattic May 2023 - Aug 2023San Francisco, UsLeader of the core 40-ish person support team for Automattic's enterprise WordPress customer base. Focused on maintaining and improving key support metrics and performance targets, shifting to a culture of continuous improvement and strong decision-making across the full team of leads. Leader of leads as well as individual contributors.
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Senior Support Lead—Americas East, Wordpress For EnterpriseAutomattic Mar 2019 - Aug 2023San Francisco, UsLead of support for the eastern half of the Americas at WordPress VIP, focused on implementing divisional strategies and helping teammates to find their focus and excel in their positions. Focuses: peer support and review, support planning and execution, workflow and process design and implementation, iterative improvement design, planning, and execution, and overall support strategy. Served as de facto/interim Head of Support from May 2021 through November 2021, where I led both a team of individual contributors and a team of my co-leads, setting departmental expectations and planning and executing repeated improvements to our support tools and processes.
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Interim Director Of Support, Wordpress For EnterpriseAutomattic May 2021 - Nov 2021San Francisco, UsResponsible for leading both an individual team and a team consisting of other lead colleagues. Launched continuous quality improvement efforts for the WordPress VIP organization, to find iterative improvements to processes and systems to improve the customer experience. Contributed to setting, tracking, delivering, and reviewing divisional OKRs across two quarters. Planned, led, and executed successful initiatives in improving support ticket backlog counts and response times.
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Support Engineer, Wordpress For EnterpriseAutomattic Sep 2013 - Mar 2019San Francisco, UsFront-line support for Automattic's Enterprise WordPress offering. Involved in answering and triaging customer incident tickets, performing debugging and investigative work on customer issues, peer leadership of other support engineers, developing workflows for ticket acceptance and escalation, and defining most aspects of the job role from its inception through to the present.
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Happiness Engineer, Wordpress.ComAutomattic Jan 2010 - Sep 2013San Francisco, UsEngineer of happiness for the WordPress.com network of blogs, including first-line customer interactions, support, and problem solving. Sub-focus on policy enforcement, documentation and process improvement, and anti-spam.
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Referee CoordinatorEvolution Championship Series Aug 2023 - Present -
Volunteer Pipeline CoordinatorEvolution Championship Series Aug 2019 - Aug 2023Responsible for creating a top-tier experience for volunteer bracket referees at the largest fighting game esports event in the world. Assists in managing and moderating the tournament Discord server, triaging and responding to incoming inquiries from tournament and event staff. Co-develops the onboarding meeting for Volunteer staff, educating bracket referees at Evo on best practices and expectations.At the live event, responsible for resolving or escalating tournament disputes as they arise, and triaging staff and attendee inquiries to best resolve issues.
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Head Of RegistrationCombo Breaker May 2023 - Present
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Tournament StaffCombo Breaker May 2016 - Aug 2023Jack-of-all-trades staff member for one of the largest fighting game tournaments (and esports events) in the world. Involved in A/V setup and teardown, including staging and lighting, physical security checks, and tournament bracket management and execution against strict timing requirements.
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Tournament StaffFrosty Faustings Jan 2018 - PresentUtility-person for the second-largest fighting game in the Greater Chicago Area. Responsible for A/V setup and teardown, including staging and lighting, tournament bracket management, and assistant director responsibilities for live stream production against event, game, and advertising schedules and needs. Helped execute shift to remote and internet-based tournament administration for two years due to COVID restrictions.
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Research And Development CoordinatorConcordia Publishing House Jan 2009 - Jan 2010St. Louis, Missouri, UsCompany-wide technology advocate and evangelist. Assisted print publishing departments in investigating and reviewing digital go-to-market strategies. Collaborated with engineering teams to initiate product development and planning. Oversaw corporate blogs implementation and creation; engineered company podcasting initiative. Worked with both video and audio production of various resources. -
Technical Support And Training CoordinatorConcordia Publishing House Jan 2006 - Jan 2009St. Louis, Missouri, UsSignificant experience in agile development practices, collaborative project management and tracking, Windows Installer development with WiX, and the use of open source platforms and products to solve problems and communicate with customers.Served as technology analyst and strategist, researching and reporting on trends and feasibility of technology implementation. Co-developed product technology standards for all multimedia products and served as committee chair.Principal alpha tester and beta testing coordinator during pre‐launch phases; supervised launch, publicity, and marketing including public speaking appearances and workshops; authored internal and external product documentation; provided first‐line technical support; managed online community presence through forums and blog; acted as contact point between customers and corporate staff; collaborated with programmer on creative direction and integrating customer feedback.
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Senior Product Specialist/Management TraineeCircuit City May 2005 - Dec 2006UsConsistently achieved top sales results across multiple stores in both computers and entertainment electronics divisions; supervised and trained entry-level employees to become more effective salespeople. -
Computer Technician/Helpdesk RepresentativeConcordia Seminary St Louis Dec 2001 - May 2005Responsible for contact and troubleshooting with institutional staff and faculty; performed assistant system administration duties (mostly Active Directory; some VAX/VMS) when required. -
Freelance Web Developer And DesignerLabrynth Technologies Dec 1997 - Jun 2001Coded and tested Web sites for small businesses in the Chicago area; worked with marketing VP to create and maintain physical look and feel of Web sites and content placement; proficient in HTML, basic ASP/PHP, CSS, and various design and content creation tools.
Ryan Markel Skills
Frequently Asked Questions about Ryan Markel
What company does Ryan Markel work for?
Ryan Markel works for Automattic
What is Ryan Markel's role at the current company?
Ryan Markel's current role is Director of Special Projects.
What is Ryan Markel's email address?
Ryan Markel's email address is ry****@****ily.com
What is Ryan Markel's direct phone number?
Ryan Markel's direct phone number is +127079*****
What are some of Ryan Markel's interests?
Ryan Markel has interest in Open Source Development, Games, Awesome Things, The Internet Of Things.
What skills is Ryan Markel known for?
Ryan Markel has skills like Wordpress, User Experience, Html, Php, Blogging, Agile Methodologies, Os X, Online Marketing, Mysql, Cms, Customer Communication, Mac Os X.
Who are Ryan Markel's colleagues?
Ryan Markel's colleagues are Manish Menaria, Collyn Philleo, Andrei Dinu, Dan Roundhill, Mahangu Weerasinghe, Hicham B., Rostislav Wolný.
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