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Work Background
DoorDashTechnical Program Manager
Dec. 2023New York City Metropolitan Area
CloudKitchensSenior Technical Program Manager
Oct. 2020 - Dec. 2023New York, New York, United StatesTechnical Program Management and Operations Lead at a global stealth startup focused on the intersection of food, tech, and real estate.
CloudKitchensCentral Operations and Launch Program Manager
Jul. 2019 - Oct. 2020Los Angeles Metropolitan AreaLed program management driving products focued on customer success, onboarding and launch at a stealth startup focused on the intersection of food, tech, and real estate.
Operations, security, product ops, ToolsAdvisor
Mar. 2019
Swell Investing LLCDirector and Program Manager: Investment Operations & Investor Relations
Oct. 2018 - Jul. 2019Santa Monica, California- Led Investor Relations team of ~10 agents, drove strategic initiatives - Led product development for our various investment products - Built Investment Operations, defined processes, managed portfolio reconciliation and building
- Direct manager of all AUM ~ 50mil, responsible for setting trade weights and authorizing buy/sells
- Ran Investment Portfolio Committee
- Onboarded entire company with Atlassian Confluence
- Built sales pipe-line and flow for HNW leads
- Strategic stakeholder in the attempted sale of the business
- Led business operations and development with strategic partners
- Managed cross-functional relationships between legal, compliance, engineering
Aspiration.comProgram Manager: Infosec, Compliance, Customer Experience, Information Systems, And Tools
Nov. 2017 - Oct. 2018Marina Del Rey, California- Led Customer Experience - managed use of tools and onboarded new ones to ensure workflow efficiency. (Zendesk, Timeshyft, Lob, etc) - Restructured formatting and cadence of Aspiration's NPS survey ultimately leading to better data around churn and product limitations, as well as an overall increase of NPS score to 94 from a previous 83. - Responsible for producing operational metrics, including portfolio data and risk/fraud data
- Aided finance regularly in normal operations- portfolio reconciliations, account payable/receivable, etc
- Drove product development for InfoSec and Compliance related initiatives
- Responsible for supporting the development of the operational and compliance infrastructure for Aspiration's newly formed Broker Dealer and its integration with its existing Registered Investment Advisory business - On-boarded entire company with switch from Trello to Jira- Administered Atlassian Products - Strategic member in developing company-wide work-flow documentation through Confluence (Atlassian)
- Served as owner/manager of all tools company wide (GSuite, Slack, Looker,Jetbrains, Okta, Smarsh etc)
- Worked directly under Compliance and Information Security on day-to-day operations and to ensure continued FINRA/CIS compliance of tools and practices.
- Reported directly to and worked with C-level employees on day-to-day and strategic operations.
Aspiration.comManager of Customer Engagement
Jan. 2017 - Nov. 2017Marina Del Rey, CAResponsible for handling and de-escalating escalated customer contacts Formulated CS performance rubric Built dynamic reporting tool for agent performance Responsible for managing day to day KPIs Developed CS agent training and workflow documentation Performed review of agent and provided actionable feedback Served as liaison between developers and customer service to ensure technical issues, and customer feature requests were addressed.
HuluEscalation Engineer (Customer Support Supervisor)
Oct. 2015 - Dec. 2016Santa Monica, CaliforniaA jack of all trades, juggling daily tasks that cross departments, teams and clients. Co-managing a team of 200+ while fielding escalated contacts and mentoring CSAs. Continuing to ensure the department is maintaining its operational excellence while executing projects that impact our workflow and efficiency. Helped develop tool in Google Sheets to track data that can be leveraged to identify knowledge gaps, for individual coaching and improving training as a whole.
HuluCustomer Service Advocate
Jul. 2015 - Oct. 2015Santa Monica, CaliforniaDirect correspondence with users through email and phone to answer questions concerning their account, billing issues, general inquiries and troubleshooting of service and devices. • Top ranked CSA in efficiency, and customer satisfaction, allowing myself to be promoted 2 months into the position, faster than the normally prescribed 1 year. • Mentored incoming CSAs, both onsite and remotely.
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