Brian Young Email & Phone Number

Remote

In my current role, I formulate product support strategy, represent customer operations interests on matrixed product teams, streamline workflow for product areas, execute advanced troubleshooting, and serve as an information channel between customer operations and multiple teams. Additionally, I assess surface platform bugs, request data/customer pain points, and coordinate with the rest of the product team to address concerns. I am involved in sprint planning, demos, retros, backlog grooming, and numerous meetings to ensure product and strategy alignment throughout the development process. Finally, I work to mitigate volume spikes in general/escalation volume with Product, Engineering, Content, Product Specialists, and Product Support leadership teams. Some of my key accomplishments:• Determined T1, T2, and T3 policy/workflows compliant with support strategy with Content, CO Learning, and other teams.• Leveraged ongoing improvements to documentation, workflows, and product launches by gathering feedback from teams in customer operations.• Actively engaged in customer interviews for product research and product development.• Acted as Subject Matter Expert in my specific product areas to assess expected behavior/pain points and increase knowledge.• Led testing of changes and new products on non-production environments during development and uncovered potential pain points related to support strategy.• Examined and authorized QA test plans and resolved issues to confirm seamless preparation of test plans before launch.

Remote

As Senior Community Manager, I maintained my role as Videolicious Director of Training & Support while taking on the added responsibilities of a Squarespace Senior Account Manager. In addition, I was responsible for guiding the Videolicious team through our acquisition by Squarespace. I iterated on Videolicious enterprise sales processes and advised senior leadership, my direct reports, and members of the Squarespace CS team on the successful maintenance of the legacy Videolicious enterprise business through early 2021. Some of the additional responsibilities included negotiating autonomously, working with the Squarespace legal team to review contracts, and working directly with the IT and Security teams to onboard new Videolcious clients. At the same time, I trained to be a member of the Squarespace Product team, learning the nuances of project management and product development within the Squarespace Culture.Key Accomplishments:• After the acquisition, I mentored my team and empowered them to show their value and grow in their responsibility within the Squarespace organization.• Continued to grow and maintain the Videolicious product while contributing to developing a completely new product, Squarespace Video Studio.• Successfully negotiated and closed multiple complex Enterprise sales deals with no previous experience or formal training in that area.• Was a member of the Salesforce Governance team and participated in the rollout of Salesforce to the Squarespace Enterprise team, including consulting on workflows, developing processes and training materials, and training members of the Squarespace CS team to act as account managers for Videolicious clients.

Everywhere!

Maintained responsibility for providing strategic and operational leadership of all matters within the Videolicious platform including application support, service management, and partner application support. Trained and mentored the team in performing at optimal levels. Coached the staff in the use of industry best practices, established support methodologies, and documented procedures. Drove a comprehensive learning strategy for Videolicious. Managed the planning, development, and delivery of effective and appropriate remote/on-site training coursework and programs. Participated in app development including QC for mobile and web-based dashboard application as well as related APIs. Executed audio video production including filming, editing, and development of animations for use in social media channels. Identified new business opportunities for the company.Key Achievements:* Spearheaded the implementation of policies and processes for monitoring, measuring, reporting, and continual improvement of service availability in the form of KPI (Key Performance Indicators) reporting.* Analyzed KPI data to enhance and continually improve service delivery.* Led efforts to ensure strategic alignment and appropriate integration of tactics into all internal and external training programs.* Oversaw all aspects of adult learning education, immersion learning, and training technology/methodologies that were relevant to the business unit.* Provided insight and thought leadership on delivery models while maintaining our highest level of customer satisfaction.* Participated in speaking engagements at client sponsored events including conventions and corporate gatherings.

Full Sail

Charged with accountability for developing workflows for lab environments and multimedia/curriculum development projects. Documented progress of students through the course. Developed 10 lectures and 10 labs. Augmented lesson plans and implemented the curriculum. Produced video assets for classroom and lab instruction and campus events. Key Achievements:* Established and implemented training policy for new lab specialists.* Supervised and coached 12 staff members including Associate Course Directors and Lab Specialists in performing at optimal levels. * Administered the departmental budget and implemented cost control measures.

Developed workflows for lab environments and multimedia/curriculum development projects. Supervised 25 team members in daily job duties. Authored the course manual and created accompanying screenshots, videos, exercises, and audio examples. Integrated multimedia instructional aids into classroom and lab environments. Coordinated with Technical Services department, scheduling studio maintenance, software upgrades, etc.Key Achievements:* Selected to develop and present a workshop on leadership for the Administration, Program Directors, and Course Directors, which was used for earning continuing education units. * Spearheaded the development of 20 lectures and 22 labs.* Pioneered the launch of certification program for lab specialists to verify course knowledge and technical aptitude. * Recipient of the Outstanding Educator Award for 2006-2007.

Aas, Recording Arts Technology, 3.9

Digital Media W/ Concentration In Motion Graphics