Willie Kao Email & Phone Number

San Francisco, CA, US

• Designed and launched the full onboarding process in order to scale from 0 - 1,000 Experiences
• Led and implemented the Ops onboarding strategy to ensure brand new users and listings were successfully brought onto the platform
• Provided program management for several company PR launches by leading meeting agendas, outlining key deliverables, and owning cross-functional project tracking tools
• Served as the central knowledge expert responsible for bridging a tight feedback loop across key stakeholders in strategy, product, legal, and operations
• Drove accountability through weekly reporting and owning a robust sign-off process for every key step within a project or program
• Delivered organizational change management for a new operations process which includes defining policy strategy, designing workflows, and updating hosting resources in external product and help centers

San Francisco, CA, US

• Scoped and led projects by identifying business safety priorities, securing resources, establishing stakeholder alignment, workflows, tracking, and reporting
• Improved the host onboarding and user experience by collaborating with product teams to redefine business policies and update content in our top of the funnel onboarding flow
• Led host engagement projects to audit internal data and user escalations in order to take appropriate action against bad actors within our community
• Managed a 3rd party vendor relationship by driving weekly meeting agendas, quarterly business reviews, billing management, and projects for customer product and support experiences

San Francisco, CA, US

• Built a Confluence knowledge base to outline operational processes and house foundational business policies for 200+ members in Experiences' Business Operations
• Scaled our internal escalations process by implementing a Jira ticket system to intake and track incoming requests from global peers
• Delivered 10+ operational workflows to a team of 40 specialists by creating easy-to-follow documents and providing video conference training

San Francisco, California, US

• Provided leadership and direction for 6 onboarding specialists in performing QA for 4,000 restaurant accounts and resolving Sales Escalation Cases (~300 cases per week)
• Initiated the growth and development of the onboarding quality assurance team by producing support logic and workflow for the Uber Eats US & Canada restaurant onboarding knowledge base
• Worked cross functionally with the sales department to ensure restaurant partners are well educated and supported on the Uber Eats platform
• Leveraged Salesforce and Excel to provide detailed, insightful weekly reporting for senior leadership

San Francisco, California, US

• Cultivated and onboarded partnerships with 100+ Uber Eats restaurants, contributing to a gross booking of over $400K on the Uber Eats platform within 2 months
• Analyzed internal databases to identify onboarding process trends and present process solutions to achieve desired KPI results
• Created and implemented new onboarding process trainings to improve internal workflow, data management, and data collection

San Francisco, California, US

• Cleaned over 2,000 constituent records by reviewing, analyzing, and organizing constituent data and records
• Used Salesforce and Raiser’s Edge to enter and track in-kind donations, generate reports, export data, and mail merge information (using Word and Excel) for Gala and Carnival events
• Procured sponsorships and donations by contacting vendors in person, by phone, and via online forms and e-mail
• Led volunteer teams for multiple 400+ person events by providing logistics, scheduling shifts, handling hour by hour tasks, and event closings / clean ups

San Francisco, California, US

• Mentored, and supervised a team of high school volunteers by establishing guidelines and expectations for working with 40 elementary youth participants
• Ensured grant guidelines for youth education, activities, lessons, and food standards were met