As Chief of Staff I supported an organization of 100+ global engineers and product and directly lead a team of 3 Managers and 20+ Business Systems Analysts. Charged with strategy and performance of organization, leadership meetings and rhythm of the business ceremonies, and executive and team-wide communication.Key Contributions:- Created cross-functional business and product operating model to streamline product operations through OGP creation, prioritization, all-team meetings, and strategy sessions. - Drove strategy and change management for reorganization that redeployed half of Systems staff to rightsize engineering ratios, increasing team impact by 67%.- Advocated for team diversity and inclusion, and attained women/NB representation of 57%, BIPOC representation of 50%, and team eNPS of 62, which is 17 points higher than HubSpot’s average. - Ranked in Top 10% companywide for performance.

In this role, I drove strategy, execution, roadmap, organizational design, and cross-functional prioritization for 20+ Business Systems Analysts, and acted as the steward of the Business Systems Analyst role at HubSpot. Key Contributions:- Honored with HubSpot’s Great Manager Award from pool of 800+ managers; recognized as “exemplary model who makes a meaningful impact on team and company.” - Oversaw implementation, and roll-out of Workato automation tool, which drastically scaled automation efforts by training 120+ HubSpotters in automation and delivered $25M in cost savings. - Elimited ticket backlog by 85% through revamped strategy and SLAs.- Conceived and built new new organizational structure called "tetrads" that enbedded BSAs in product development, increasing systems efficiency and scale.

In this early role, I was tasked with driving customer success and activation of HubSpot's new product line, Sales Hub. I led a team of 12 Implementation Specialists. Key Contributions:- Reduced onboarding times by 10 days and boosted success prediction by 11% by launching global "Services for All Initiative,” which piloted low-touch customer onboarding. - Created and rolled-out sales professional onboarding Sku, which generated $288K in its first 2 quarters.- Reversed multimillion-dollar deficit in services margin by dissolving team and charging for services that were previously provided for free. - Maintained 0% attrition rate during significant business transition through diligent change management efforts.

MyXplor is an Australian EdTech start-up that had recently secured their Series A when I joined. I was a founding member of the executive team and built the customer success function from the ground up, hired and led a 6-member Global Customer Success Team, established scalable processes, and reported key metrics to the CEO and Board of Directors.Key Contributions:- Created and trained geographically dispersed Customer Success team across Australia, United States, UK, and Malaysia.- Boosted customer satisfaction ratings from 86% to 95% in < 4 months by implementing new ticketing system, workflows, and team procedures to maximize productivity. - Reduced median ticket resolve time from 15.9 hours to 1 hour by working with development teams to enable faster fixes and data-driven feature enhancements.

At ZocDoc, I advanced up through a series of leadership roles, built the Post Sales team from pilot of 3 to team of 13, and established compensation, job descriptions, career path, and KPI metrics goals.