Teal

Inaugural Product Ops Manager @ Teal

- Assist and enable the Product teams by ensuring effective, reliable communication, providing necessary resources & tools, and facilitating cross-functional collaboration. 
- Work cross-functionally to support and enable the entire business with what they need from the product teams to sell, support and market the product. 
- Support the Product Management teams to leverage data and analysis to inform decisions, identify trends, and uncover insights that drive continuous improvement and help guide the overall product strategy. 
- Ensure that the Product teams have the tools and ability to communicate clearly, efficiently and regularly with internal stakeholders. 
- Ensure the smooth running of product operational processes, frameworks and methodologies. Identifying and implementing improvement where required. 
- Foster open communication and facilitate alignment between various groups, such as product management, engineering, design, and marketing, ensuring everyone works towards common goals.
- Work closely with the product and engineering teams to implement structured QA (Quality Assurance) testing processes for new features and updates. Ensure thorough testing is conducted before each product release to maintain product reliability and a seamless user experience.
- Oversee the process of identifying, documenting, and prioritizing bugs reported by the QA team and users. Collaborate with engineers to ensure timely resolution of critical issues and communicate status updates to relevant stakeholders.

Product Operations Manager

Inaugural Support Specialist @ Teal 

- Supported the build and implementation of ticket processes while supporting a quickly growing member community 
- Built and implemented our initial Support Center to provide self-service opportunities for members
- Track, manage, and respond to all member support emails with a quick turnaround time
- Vet any potential bugs or tech issues and communicate with product team
- Log and categorize all feature requests and suggestions from users for review
- Collect and review user feedback for product and marketing insights
- Assist product team with quality assurance testing of new features
- Write and update support guides for all tools and features
- Assist with any payment related issues (disputes, refunds, etc.)

Community & Support Specialist

Ignite Your S.H.I.N.E.®

Content Manager

Drift

- Became a product expert of an ever-evolving, highly technical product 

- Owned swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome

- Drove projects such as the KSC (Knowledge Support Center) forward that synthesized customer interactions and internal Drift processes to improve the customer experience

- Consistently exceeded monthly ticket goals and customer satisfaction scores

Customer Advocate

WeWork

- Contributed to the fast growth of WeWork, Tampa by assisting with building tours, potential member engagement, and retention efforts.

- Completed scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership while checking in on all members regularly to understand their ongoing experience.

- Anticipated member and guest needs before they arose using relevant information collected about members to enhance and personalize their experience.  

- Followed-up in person with all members who’ve submitted a bad rating for conference rooms, poorly rated a ticket, or submitted a negative Medallia response.

- Followed the model for issue resolution, utilizing the severity scale to determine the next steps. Ensure the proposed solution fully meets the member’s needs.

- Reviewed all Medallia responses to understand areas of improvement and implement proactive changes, keeping member experience top of mind.

- Supported front desk coverage schedule as needed, ensuring there is consistent coverage during business hours. 

- Served as a point of escalation on WeWork policies and procedures to members within your home location while also supporting additional buildings within the cluster.

- Recommended and operationalize enhancements to member experience and building processes based off of building observations and team feedback.

- Provided insight, assistance and guidance to peers in regards to member experience best practices, including Proactive Check-ins and Medallia insights. 

- Owned cluster Proactive Check-in management by reviewing progress and notes to ensure that all buildings are achieving Proactive Check-in targets.

- Assisted onboarding Community Manager amidst team transition, remaining as the most senior member of the team to assist with onboarding needs. 

- Assisted Community Manager in rolling out new initiatives and goals to the cluster surrounding member satisfaction and overall experience

Community Lead - Member Experience & Operations

- Supported the initial opening of WeWork, Tampa including: operational support in the physical opening of the space (a 3+ month construction time from my start date), community engagement and outreach by creating partnerships in the Tampa Downtown area, building community culture as the first WeWork in the market. 

- Built a welcoming and collaborative community environment amongst our members through events and building relationships between members!

- Ensured that our building was fully operational and processes were running efficiently on a daily basis by collaborating with our maintenance and engineering teams. 

- Drove growth and promotion of WeWork-provided service offerings

Community Associate - Hospitality & Guest Relations

Eager to learn, create meaningful moments, and build community.

Learner | Intellection | Empathy | Input | Restorative

Taplio

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