Director, Project Managment

• Aug 2022 - Present

Senior Manager, Product Support

• Sep 2021 - Sep 2022

Oversight of technical product operations, personnel, and budget. Direct the product support specialist team to drive optimization of digital systems and tools for internal and external users. Manage current priorities from organizational perspective via a Jira board to prioritize focus from the top down as a member of the product quality team.• Improved user experience across online systems by building integrated bug/feedback reporting pipeline via Jira, Slack, and Usersnap, created a bug scoring system with scale to define prioritization within a sprint environment• Expanded scope of internal and external technical support by creating pitch, justification, and documentation for creation of a support team; secured approval, hired, onboarded, and led team operations• Led rollout of a new CRM / LMS, the largest software deployment in company history• Built foundation and momentum to drive current vision and future planning by collaborating with development, product, and leadership teams; reported out to executive team to ensure alignment on current priorities• Managed communication with key stakeholders across vertical for the technical team Show less

Senior Manager, Listing Operations / Interim Vice President, Listing Operations

• Jan 2021 - Sep 2021

Directed goals, process, and performance for a team of 18 direct reports. Managed operations for Real Estate Weekly publication. Led individual and division accountability for daily production, P&L, and unit economics. Created presentations for board meetings, attended executive offsite events for strategic planning and collaboration. • Increased revenue through design and implementation of new features within the product team, including redesign of “for sale” marketing, and third-party relationship management for all markets• Generated higher rates of payout per deal for agents, while raising additional profit through listing activity, by modifying the listing pricing and agent compensation structure and rolling out attachment initiates• Led a series of special initiatives to build team cohesion and support throughout the tumultuous phase of the COVID pandemic, resulting in consistency of employee engagement, satisfaction, and zero turnover • Improved employee satisfaction through restructure of the headquarters office• Created a new offer upload tool, and achieved a 100% adoption rate post-rollout, by managing concept and facilitation of an executive leadership team offsite event to brainstorm and build buy-in for launch of the idea• Served as a member of the executive leadership team, representing the largest division of employees; championed cross-functional collaboration through executive syncs across all business lines Show less

Director, Seller Operations

• Mar 2019 - Jan 2021

Developed and managed the seller pipeline and journey. Managed staffing and performance of the selling agent team. Led change initiatives to improve the employee experience, including standardization of payroll through commission and base salary.• Launched operations in four expansion markets, resulting in significant growth of client volume and revenue• Incentivized seller performance by creating a lead balancing system that leveraged publishing rates, sell through rates, NPS and current lead volume to reward strong performers with additional leads• Increased efficiency and accuracy of operations through rollout of a new CRM (Microsoft Dynamics)• Improved speed-to-lead through implementation of an AI call scheduling tool (Lumin.ai) Show less

Team Lead, Listing Agent

• Feb 2017 - Mar 2019

Managed the full life cycle of seller transactions. Hired, trained, directed operations and performance management for a team of 20+ Realtors, Transaction Coordinators, and Listing Coordinators, in addition to a team of 5 attorneys. Created training and onboarding plans.• Led team to consistent year-over-year increase in transaction volume, achieving 1,000+ clients and 12,000+ tickets in 2018• Developed a “new agent” team, led team to generate over $100 million of listing inventory• Achieved and maintained a net promoter (NPS) score of over 80, thereby exceeding NPS leaders including Apple and Nordstrom Show less

Operations Team Lead/ Non-Dev Project Manager

• Aug 2016 - Jul 2017

Oversight of the Support Team and Operations Specialist divisions. • Expanded scope of operations, resulting in growth of the team from two to twelve members within one year• Streamlined workflow to improve efficiency by collaborating with the Development team to create tools to simplify, automate, and manage critical elements of daily process

Buyer / Product Manager / Coach

• Oct 2012 - Aug 2016

Directed operations and personnel for a team of 16 employees. • Designed and implemented strategic sales initiatives that steadily expanded revenue from $4M to $12M within four years • Launched an innovative marketing initiative through rollout of a YouTube channel; produced over 200 unique videos and achieved over 2M views, resulting in expansion to international sales • Spearheaded partnership with OPEN, a prominent Swiss bike brand, ultimately achieving status as the largest OPEN reseller in the world Show less

Sales Floor Associate

• May 2012 - Oct 2012

Technician, Sales

• May 2007 - May 2012