Seattle, Washington, United States
∙ Spearheaded the development of my newly formed team's future support strategy including establishing metrics, new processes and feedback channels, leading to a new operating model which expanded our team scope by 3x.
∙ Provided support for 4+ Global Ops (“GO”) teams across 63 high-priority launches such as Edits, FOA on RL devices, FB Live Q&A and IG Reels Lip-Sync resulting in meeting our goal of < 5% escalation rate in 2024.
∙ Led team planning sessions, aligning OKRs and deliverables, ensuring we’re working on the most important initiatives each quarter such as driving efficiency in core activities with use of Metamate AI & bot automations.
∙ Contributed to the Cross-Meta Support Strategy, setting up and testing workflows in Meta-specific tool (LBD) which deflected 27K cases from Global Support Ops, saving Meta $972K annually.