+ Lead continuous improvements across Product and Operations by gathering requirements, implementing strategies, and managing timelines to successfully launch new features and experiments

+ Administer system configurations and end-to-end testing for Upstart’s first in-house debt collection platform

+ Automate operational processes with low-code scripts and Salesforce queries to enhance productivity across multiple teams

+ Coordinate set up and testing of Operations systems and tools for new lending partner implementations, ensuring all requirements are met and launches occur on time with no post-launch issues

+ Developed and managed feedback dashboards to highlight trends in customer behavior and recommended action plans to drive product and process strategy across user touchpoints

+ Conducted user interviews with customers and utilized insights to propose product improvements

+ Created and maintained analytics dashboards to standardize team-level performance

+ Established internal SOPs for broader organization and implemented team policies to improve operational efficiency

+ Resolved customer inquiries and designed process to track customer retention to provide insight into driving business KPIs

+ Audited menus and restaurant account builds for 100+ specialists to reinforce Grubhub’s quality standards

+ Utilized data queries and Salesforce reports to identify critical account errors

+ Provided feedback and coaching to specialists to improve client communication and decrease restaurant activation times

+ Conducted comprehensive quality checks on newly built menus to maintain Grubhub style and standards