Josh Yoon Email & Phone Number

Los Angeles, CA, US

Atlanta, Georgia, United States

• Head researcher across 3 Growth teams helping new users experience the value of Mailchimp as an all-in-one marketing platform
• Developed and implemented annual strategic research roadmaps that prioritized user needs aligned with business objectives, managing the full research lifecycle along with post-research experimentation and development
• Partnered with SLT, product managers, designers, analysts and other cross-functional teammates to integrate user feedback into the product development cycle, allowing research to drive the strategic direction and.
• Applied multi-method research methods that incorporate both qualitative and quantitative methodologies to identify user pain points and opportunities, leading to successful redesigns and boosted user engagement and.
• Mentored and trained researchers and designers on the usage of research tools and best practices, fostering a culture of user-centered design and enhancing team research capabilities
• Methods: moderated and unmoderated interviews, concept/prototype tests, competitive analysis, card sorts, benchmarks, longitudinal/diary, surveys, etc.)

Atlanta, Georgia, United States

Atlanta, Georgia, United States

• Led the recruiting efforts for the Design, Engineering, and Product departments - filling as many as 99 open positions per year
• Experience also recruiting for the BizOps, Communications, Customer Support, DE&I, Engineering Ops, Finance, Growth, HR, IT, Marketing, People/Employee Experience, QA, and Internship teams
• Mentored recruiters by supporting them in their growth - all have since been promoted
• Partnered directly with Senior Leadership to define and follow through on hiring plans and strategies, managing the full recruiting lifecycle
• Created documentation and resources surrounding the hiring process to promote consistent equal opportunities across all Mailchimp hiring
• Sourced and collaborated with hiring managers and Employee Resource Groups to bring further diversity to our application pipeline

Atlanta, Georgia, United States

Atlanta, Georgia, United States

• Maintained a 99%+ Customer Satisfaction score and doubled average daily ticket count assisting 80+ users per day
• Efficiently and effectively answered user’s technical questions via chats and emails
• Performed root cause analysis and determined appropriate course of action
• Partnered with our Support Training Team to train and mentor new technicians
• Led a team of 3 technicians working within our TinyLetter app
• Spearheaded the creation of our first internal troubleshooting documentation to support TinyLetter Technicians

Atlanta, GA

• Trained all new hires to become knowledgable in the product and service
• Maintained all areas of the restaurant in accordance to law
• Provided the best customer service experience to all customers
• Organized schedules and shifts for all employees
• Managed stock levels and ordering of all food and supplies

Suwanee, GA

• Networked and stewarded relationships with faith-based leaders and influencers across the country to generate sales
• Managed full sales cycle through Salesforce
• Attended conferences, events, and fairs to meet and share our vision and purpose with others
• Hosted special guests and speakers by providing a high quality hospitality experience during our events
• Creatively provided an atmosphere and experience attendees would enjoy (food trucks, hot air balloon rides, dance parties, puppies, etc.)
• Produced digital content to engage followers over social media