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