San Francisco, California, United States
• Lead cross-functional projects across Product, Engineering, and Operations by defining milestones, owners, dependencies, risks, and delivery plans for complex initiatives.
• Manage a global vendor program supporting 9 customer-facing products and ~3,000 escalations per month, ensuring SLA adherence and a consistent user experience.
• Analyze operational data, escalation trends, and customer feedback to identify improvement opportunities and influence product and process decisions.
• Forecast operational demand using historical trends, average handle time, and throughput models to proactively plan capacity and mitigate service risk.
• Designed and launched a proactive escalation workflow in partnership with Engineering and Data teams, reducing PR-risk incidents by ~80%.
• Built dashboards and reporting frameworks that improved visibility into backlog, SLA risk, capacity, and team performance, contributing to a 65% reduction in backlog.
• Coordinate high-severity incident response and cross-team issue resolution while maintaining clear executive-level updates and stakeholder alignment.
