• Elevated team performance and operational efficiency by coaching and developing a team of 4 global project managers and 6 operational specialists to meet deliverables and performance metrics resulting in a 30% improvement and 95% on-time delivery rate.

• Drove strategy development and goal setting in collaboration with cross-functional teams (Product, Eng, Policy, Partnerships, Legal, etc.) to develop best-in-class partner experiences resulting in a 15% enhancement in partner satisfaction.

• Drove remarkable 25% revenue growth by enhancing operational support and protection for high-priority partners, while achieving a 20% reduction in support ticket response times, elevating customer satisfaction and operational efficiency.

• Collaborate with cross-functional (Partnerships, Policy, Legal, Comms, etc.) and Product teams to lead continuous process improvements in the interest of improving Instagram Partner (entertainers, influencers, athletes etc.) experience and support

• Investigate escalations from internal stakeholders and lead them to resolution

• Make informed recommendations to improve Partner experience with Instagram’s products, supporting workflows, and address areas for product support optimizations

• Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution

• Monitor and analyze user reports for feedback and bug-related trends

• Educate Instagram Partners on products/features, and provide feedback and recommendations when necessary

• Directly manage the day to day, workflows, and metrics of vendor teams (200+ workforce) responsible for labeling efforts while tracking trends, analyzing data, and providing insights to drive product improvements

• Collaborate with cross-functional partners to identify roadblocks, implement scalable solutions and cultivate relationships

• Manage multiple large-scale concurrent projects (Facebook, Facebook Watch), recruit, train and supervise large contractor workforce

• Establish team goals and work with multiple stakeholders on strategies for executing, measuring process, and reporting results

• Create and scope project process, workflows, and write guidelines

• Increased user memberships by 7% through XFN collaboration with Product Development and Sales Team.

• Team exceeded Net Promote Score (NPS) goal of >70 and CSAT goal of >96% due to leading and developing team initiatives while utilizing data analysis skills (via CSAT trends).

• As the liaison between product development and member experience - implemented strategic and technical solutions by identifying, triaging, and reporting product issues & user pain points to improve team workflows.

• Product expert responsible for addressing complex member inquiries and collaborating with XFN partners to resolve their issues.

Manage a team of contractors to drive quality review and support product development on groundbreaking Facebook project. Act as point of contact to provide floor support, resolve complex issues, and handle grey area situations to define scope of products. Developed and implemented initiatives to understand team needs & goals while improving product quality. Responsible for quality checking work to ensure consistency and standardization across the team.

• Subject matter expert responsible for managing and on-boarding a team of 60+ contractors.

• Planned and executed training, policies & procedures, and feedback methods to drive the quality and growth of groundbreaking Facebook product.

• Established strong XFN relationships with Engineering, Legal, & other teams

• Analyze data to identify trends for project needs, metrics, staffing, and scalability of project.

• Have received recognition on numerous occasions for going above and beyond to provide exceptional user experiences.