PAST WORK

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CUSTOMER EDUCATION CHIEF OF STAFF, MIRO

Staffed in CX Operations, I am embedded in the Customer Education team as Chief of Staff, leading data roadmap and strategy, program maturity, and internal policy and process.

January 2022 - Present

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CONSULTANT, NUVOCARGO

I've provided strategic guidance and thought leadership in shaping the support organization at NC, mentored that organizations lead, and assisted with key program design.

December 2021 - Present

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OPERATIONS MANAGER, REPLICA

I work across organizations in the company to improve cross-functional work, implement more effective tools and processes, and structure customer listening architecture.

Oct 2020 - Present

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PROGRAM MANAGER, DROPBOX

I worked on a small team focused on redesigning how Dropbox listens to customers. Projects included reimagining product feedback, helping build an influencer program, and examining every aspect of reporting within our department.

May 2020 - Sep 2020

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PRODUCT OPERATIONS LEAD, DROPBOX

I led a global team of six other product operations managers. Together, we transformed product roadmaps into support deliverables, provided deep analysis of product sentiment and trends, and advocated for fixing customers' top pain points.

Nov 2017 - Sep 2018; 
Dec 2019 - May 2020

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PRODUCT OPERATIONS MANAGER, DROPBOX

I supported product teams in Seattle, San Francisco, and New York City. Together, we launched new features like Dropbox Transfer, Watermarking, and real-time commenting. I also provided customer analysis that lead to revised purchase flows, greater customer retention, and revised refund policy.

Oct 2013 - Dec 2019

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AD ANALYST, FACEBOOK

This was my first foray into tech. I worked as a contractor reviewing ads against policy.

Jun 2012 - Jul 2013

EDITOR, GREENLEAF BOOK GROUP

Aug 2010 - Oct 2013

I worked as an editorial assistant in-house and an editor as a freelancer. I reviewed manuscripts for cohesion, direction, and clarity as well as recommending editorial services.

I wrote marketing copy, jacket copy, reader's guides, and author Q&A. In addition, I managed our network of freelance editors and ghostwriters.

 

For more information about my career, my resume is available in PDF below.