Sophie Griscom Email & Phone Number

Portland, OR, US

San Francisco, California, US

San Francisco, California, US

Washington, D.C., US

• Leading strategy and implementations for JUUL Labs Global Customer Operations organization
• Oversee team of project managers and implementations portfolio (25 projects per quarter) for the Global Customer Operations department including projects focused on business expansion, product launches, compliance.
• Improve implementation processes with a focus on standardization and scalability, allowing our team to meet the needs of a rapidly growing customer base while exceeding FDA and company quality standards.
• Act as a strategic and operational advisor for leadership, quality, product, marketing, and legal. Collaborate with cross-functional teams on prioritization and decision-making throughout the project cycle.
• Ensure implementations are supported by key metrics driven by standards, thresholds, and triggers. Understand drivers of performance misses in order to address or escalate deviations.

Washington, D.C., US

• Lead team of project managers implementing customer operations projects globally, including 6 new market implementations and 3 new product launches in < 12 months.
• Ensure on time delivery of projects and successful transition from implementation to daily operations following project completion.
• Advocate for customer operations initiatives across global organization through relationship building with cross-functional leaders.

Washington, D.C., US

Managed the successful on-schedule launch of customer operations during period of rapid business expansion in 6 new markets (France, Switzerland, Germany, Ireland, Italy, Spain) with 3-month project cycle timelines.

San Francisco, California, US

• Establish initial operability and ongoing regulatory compliance for medical business in 30 states.
• Identify operational needs and execute improvements while maintaining cross-team communication, trust and alignment.
• Implemented company's first credentialing process for clinicians with insurance payers.
• Design project plans, KPIs and metrics dashboards for clinical operations projects.
• Monitor and interpret operational data to identify pain points, risks and root issues, effecting positive course correction when needed.
• Evaluate, implement and maintain efficiency of tools used by customer support and clinicians.

San Francisco, California, US

• Managed customer support team.
• Created actionable insights from analyses of qualitative and quantitative customer data.
• Identified and executed on efficiency improvements within customer support platform (Zendesk).
• Coordinated, conducted and analyzed results from user research studies.
• Created and maintained documentation for all operations processes and protocols.

San Francisco, California, US

• Supported communications and scheduling with strategic partners and investors.
• Created hiring plans and role descriptions for positions across the team.
• Coordinated interview candidates, feedback collection and debriefs.

Montreal, Qc, CA

• Laboratory for the Study of Metacognition & Advanced Learning TechnologiesEducational psychology research on cognitive, metacognitive, motivational and emotional processes and related behavior in traditional and.
• Co-author of three papers presented at international conferences
• Collaborated on development of research questions, appropriate methods, and experimental design
• Recruited and ran participants in different types of learning environments (computer, interactive)
• Analyzed qualitative and quantitative data using SPSS
• Experienced in using different types of research methods (experimental, observational, survey)

San Francisco, CA, US

• Motivation and Emotion LabResearch focused on motivational and emotional responses related to goal directed behavior for people with schizophrenia. Aimed to develop intervention programs to encourage better lifestyle.
• Worked on an ecological momentary assessment study on an intervention method that used text message to encourage and support subjects in setting and completing goals
• Entered and coded data in large data sets using Excel
• Establish the preliminary quantitative analysis of the efficacy of intervention with self-initiated personal capstone project

• Hired to create and run sailing school program for 60 children ages 5-16. Successfully established program that continues today.
• Led and oversaw daily operations on land and water, ensuring the safety of students, while supervising instructors on duty
• Recruited, trained and managed staff of 5 instructors
• Developed entire curriculum content, ranging from basic sailing skills to advanced racing tactics
• Assessed, tracked and monitored students’ progression through the program curriculum
• Acted as a liaison between instructors, parents and board members, sustaining effective communication between all parties

Montreal, Qc, CA

• McGill Infant Development CenterPsychology research focused on the cognitive development and language acquisition of infants aged 6-15 months.
• Greeted and welcomed parents and infants to the center and assisted parents with completion of ethics paperwork
• Ran infant participants in false-belief tasks
• Coded and entered infant preferential look video data
• Recruited families for participation, including a challenging infant sample, and maintained confidential infant participant database

Bachelor Of Arts (B.A.), Psychology And Linguistics

Education record