Tiffany Oda Email & Phone Number

San Francisco, Ca, Us

San Francisco, California, Us

• Co-Founder and Co-Leader of the "Community OPServations" community group, bringing together community professionals who are interested in learning best practices for Community Operations. • Manage a group of 300 community members, providing regular content. • Determine relevant topic and source speakers from the industry to present. • Provide consulting services for clients ranging from startups to enterprise companies. • Conduct workshops for community operations for businesses and teams, including roadmapping, implementations and migrations, reporting infrastructure, platform architecting, and more.

Denver, Co, Us

Learn about community operations, why it's important, explore common components, and more in my free course on Community Operations Fundamentals with the Community Strategy Academy. https://communitystrategyacademy.com/p/operations-fundamentals

Remote, Us

Remote, Us

• Wearer of many hats providing community and customer success guidance and execution. • Managed re-launch and re-brand of the Talkbase Friends Community, working cross-functionally with product, web, and design and creating internal and external launch and communications plan.• Increased community activity from essentially zero to 1,500+ messages per month with a 31% MAU.• Provided detailed product advisory for fixes, new features, and enhancements to the Talkbase platform based on previous experience in the community operations space.• Launched and managed multiple community programs, the Talkbase Ambassador Program, aiming to provide the opportunity for those who are looking to gain experience in the community space.• Hired one new team member to serve as Community Lead.• Strategized and managed the Talkbase Partner Program and the Talkbase Certification Program.• Documented all product documentation and configuration of the Talkbase Knowledge Base.• Strategized, wrote, and launched onboarding email campaign via HubSpot.• Created product tour via Intercom to increase product adoption and case deflection.• Regularly write and provide community and community operations-related content.

Salt Lake City, Ut, Us

• Conducted vendor assessment for online community platform implementation, including scoping calls, demos and POCs, and procurement.• Implemented the inSided community platform and managed migration of 1,000+ ideation activities from UserVoice.• Externally and internally launched the Venafi Warrior Community, a gated community available for Venafi customers and team members.• Managed internal enablement and education opportunities, including new team member onboarding, moderation training, and spreading awareness on how team members can participate and engage in the community.• Experienced a 120% average MoM increase in community activities and 57% MoM increase in active community members.• Launched two new community audiences for developers and additional sub-set of customers.• Managed the launch of Venafi Academy, providing courses and certifications for product expertise with collaboration and partnership with the community.• Worked cross-functionally to implement community integrations and processes with Salesforce, Tableau, Gainsight, Airtable, Demandbase, Google Analytics, Skilljar, Zendesk, and ProductBoard.• Led a cross-functional initiative to clean up a backlog of 600+ open ideas from UserVoice, working closely with various product managers from multiple products to review and respond to all ideas submitted in the community.• Created all reports and dashboards to reflect health of the community.• Ran all community operations for the team, including automating processes, documentation of SOPs, implementing tools to support internal needs like an automated content calendar, managing community programs, and more.• Regularly presented on health of community and ongoing initiatives to company executives, team leads, and community stakeholders.

San Francisco, California, Us

• Manage community programs for the Trailblazer Community, encompassing 3 million members, 1,900 group leaders, and 300 Salesforce MVPs, with an emphasis on scalability and operational efficiency• Implemented and managed tech stack, including event management platform (Bevy), swag site (partnered with Staples), and CRM (Salesforce), which includes all leader application and onboarding, group and meeting management and reimbursements, Salesforce MVP nominations and renewals, knowledge base and support, and content library• Established scalable processes for support (via Service Cloud), creating and maintaining knowledge base, email templates, troubleshooting documentation, and triaging procedure, for handling 900+ cases per month• Created end-to-end group leader application and onboarding process to support an average of 94 new leaders per month• Led nominations, renewals, and announcement process for the Salesforce MVP program, a global and highly visible program focused on recognizing top community contributors• Conducted community feedback sessions via surveys and focus groups, and as a result implemented new innovative community tools, like the reimbursement portal where leaders could submit meeting expense reimbursements, and a content library• Built reports and dashboards for all community programs, consistently worked to maintain data integrity and provide wider team and exec visibility to community health, flagging any trends for further investigation• Previously held positions include Program Manager and Senior Manager, Programs

San Francisco, California, Us

San Francisco, California, Us

• Managed B2B relationships with all 700 clients across Canada and the US• Built and established relationship with marquee clients and partners• Responsible for bringing in over $47M of new client volume• Developed scalable communication and engagement strategies for prospective and existing clients• Launched business client offering and structure for US expansion • Implemented Salesforce for Plastiq’s unique sales infrastructure• Initiation and project management of new client products and offerings, from user research, scoping and design, liaison between design and engineering teams, developing and implementing launch strategy, and post-launch analytics/KPI management• Adopted and improved the Payroll on Plastiq program, resulting in 100% client adoption within only three weeks• Previously held positions include Business Operations Manager, Business Relations Manager

Healdsburg, Ca, Us

• Hired as employee number one by three co-founders• Established core service and positioning within the used car sales market• Responsible for hiring and training core team of agents and photographers who met with clients in the field• Determined process for optimal routing of field agents to maximize appointments • Managed all customer service and customer satisfaction• Established company-wide metrics and individual agent KPIs and training program

San Jose, California, Us

• Responsible for managing strategy and sales enablement for clients that included Coca Cola Company, Hilmar Cheese Company, Maxim Semiconductors, and Ghirardelli Chocolate Company, among others• Created comprehensive project scoping document and process to determine client’s key business requirements and pain points in their supply chain process and technology• Collaborated cross functionally to create project roadmap based off of scoping sessions• Created proposal presentations and responses to RFP’s, presenting them to C-level executives• Managed project kick-offs, including organization of go-live meetings with client and consulting teams• Gained familiar with SAP APO software suite and general supply chain management practices and processes• Previously held positions include Consultant, Solution Strategy and Enablement

Mountain View, Ca, Us

• Contracted through Adecco, Inc. to manage team of 60 for Google Maps project• Developed business processes, day-to-day operations, project strategy and growth, coaching and KPI tracking, implementing SOPs, quality assurance, client communications, and managing multiple nationwide teams• Developed onsite training programs for field photographers and onsite call center• Created efficient mapping and routing program for photographers to be scheduled in high concentration cities to maximize photo shoots per shift

Davis, California, Us

• Supervised a call center of 30+ people with 100 employees for UC Davis• Created and ran daily, weekly and monthly reports• Responsible for interviewing, hiring, and training/onboarding• Conducted regular performance reviews• Customer communications and handling sensitive information

Sacramento, California, Us

• Three month summer internship• Wrote press releases• Created client profiles• Communicated in various channels of media for client appearances• Conducted market research• Created marketing materials• Managed various other administrative tasks

Mba, Business Administration And Management, General

Change Management Certification

B.A, B.S., Communications, Psychology