ThryvDirector, Thryv Product Operations
Oct. 2022 - Dec. 2024SaaS Product Operations, Support, and Performance of a $400M
annual SaaS solution. Technical product support - technical ticket management. Directed efficiency enhancements through strategic process
enhancements and automation integration, realizing a notable 25%
efficiency escalation and a 150% surge in production capacity. Enhanced product performance to operate at 90% - 95% efficiency
through strategic system upgrades and real-time monitoring, leading to a
significant decrease in product churn to an exceptional 2.5% from 4.5%. Established PNL assessment to identify cost-saving opportunities,
reallocating TAC budget allocation based on ROI analysis, leading to a
15% decrease in CAC and a 10% increase in net profit margin. Optimized TAC budget allocation by implementing data-driven strategies;
achieved over $4.5M in savings and boosted margins by 1.5%, driving
overall profitability.