ZAIKODirector of Operations and Projects
Dec. 2019 - Aug. 2023Tokyo, JapanDuring my tenure, I have had the privilege of leading various teams focused on internal improvement projects, B2B and B2C support, and overseeing the company's operational goals. Starting as the Head Project Manager in a startup company focused on ticketing and streaming, I have been promoted through roles to my current position. One of my main responsibilities is to identify and set operational team goals while defining and monitoring KPIs. This ensures that all projects are completed within budget and on time. I work collaboratively with developers to create actionable development roadmaps and engage and communicate with stakeholders throughout new product releases. Throughout this time, I have accomplished several notable achievements, including reducing headcount by 50% without compromising operations with back-end system automations. I also spearheaded the implementation of an incident management program that resulted in zero complaints from B2B customers. Additionally, I created data dashboards using SQL, Elastic Search, Google Analytics and Amplitude to support sales, marketing, and operational insights. Furthermore, I built and led the scalability of new teams, including project managers, operators, and streaming operations. I also led the implementation of an in-house streaming solution based on AWS infrastructure, which proved beneficial due to the effects of COVID-19. My efforts led to shifting 90% of accounts from third-party streaming solutions to our internal streaming product in 2020. Overall, these accomplishments have contributed to a cumulative GMV of $120M USD since 2020, serving over 1.5M end-users across 20K events. In addition, I defined a data scheme and implemented a data search engine tool (ElasticSearch, Redshift), producing data dashboards. Finally, I defined B2C support KPIs resulting in a reduced First Response Time by 70% and a reduced Resolution Time by 50%.