Budget & Vendor Management (VM)

• Managed $12-15M annual org budget with ~5% variance through 2022 Jul, committing ~$7.5M spend to diverse suppliers / vendors.

• Implemented procurement process improvements, enabling 50% reduction of tasks and faster execution through blanket SOWs / POs.

• Implemented OPEX MVP dashboard, providing on-demand self-serve snapshot of task service levels, headcount, and invoice / PO tracking.

• Managed 1 contractor’s day-to-day VM assignments, enabling +47.2% YoY tasks closure, turnaround time (TAT) baselines, and spend tracking.

Project Management (PjM) & Process Improvement

• Oversaw Agility efforts focused on reducing training TAT in launches and creating efficiencies in training processes.

• Managed 3 contractors’ day-to-day PjM assignments, enabling excellence in project / program operations and process improvement.

• Managed new APAC vendor site launch, enabling training support for ~160 HC, 10 languages, 10+ workflows, and 100% production in 5 months.

• Launched 3-day global virtual summit for ~115 FTEs, producing 31 total sessions, 20.5 hours of content, and 16 Hackathon ideas in 2021 H2.

I supported Trust and Safety (T&S) training needs and performance solutions for Global Operations, enabling workforce to prevent and mitigate real-world harm.

Project Management & Process Improvement

• Managed training execution for 3 Trust and Safety (T&S) policy areas, enabling improvements in average handle time (AHT), accuracy, etc.

• Improved T&S workflow efficiency by streamlining review experience and eliminating manual steps, resulting in 75% tasks volume reduction and ~11 hours of review time saved per week.

• Managed E2E Scaled Ops OKR training content changes and updates, resulting in 91% learning satisfaction and 150 HC completion in 2021 H1.

• Implemented strategic communications plan, enabling survey data gathering with ~50-55% response rates (e.g., graphic content, Pulse WG).

Learning Delivery & Performance Support

• Established training strategy to deliver T&S Tiering workflows to 20+ global vendor partner sites, cascading launch to 14.5K reps in 2021 H1.

• Ramped 4 vendor partner sites on high-pri T&S Escalation and Media Match workflows, upskilling 140+ site trainers / reps for scaled support.

• Targeted 2 key error drivers of performance into training (~62% of inaccurate escalations), improving accuracy with ~91% test scores.

• Trained 340+ global FTEs on high-pri T&S Escalation workflows, co-developing training materials in 2 days and enabling staff action on 1.07M pieces of sensitive content during COVID-19 BCP in 2020 H1.