Pamela Janusz
Senior Director | Head of Service Operations | Remote Teams | Operational Scaling & Efficiency at Pacaso- Claim this Profile
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Bio
Credentials
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LIVING AND WORKING ON PURPOSE
Modern Elder AcademyMay, 2023- Nov, 2024 -
PMI® PMP® Exam Prep Certificate of Completion
Project Management InstituteMay, 2023- Nov, 2024 -
Agile Project Management
Lynda.comMay, 2016- Nov, 2024 -
The Basics of Data for Analytics
Lynda.comMay, 2016- Nov, 2024 -
Fire Safety Director Certification
San Francisco Fire DepartmentMar, 2008- Nov, 2024
Experience
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Pacaso
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United States
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Real Estate
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100 - 200 Employee
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Senior Director | Head of Service Operations | Remote Teams | Operational Scaling & Efficiency
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2021 - 2022
I successfully defined and executed an owner-centric, data-driven service strategy and spearheaded a transformative service delivery approach for this property tech startup, building the framework to scale the Property Service program from 25 to 100 markets in just 100 days. Under my leadership, fostered a collaborative and fiscally-minded culture, implementing scalable processes and structures. ➥ Key in building operational tooling that facilitated efficient virtual and remote… Show more I successfully defined and executed an owner-centric, data-driven service strategy and spearheaded a transformative service delivery approach for this property tech startup, building the framework to scale the Property Service program from 25 to 100 markets in just 100 days. Under my leadership, fostered a collaborative and fiscally-minded culture, implementing scalable processes and structures. ➥ Key in building operational tooling that facilitated efficient virtual and remote operations, working closely with Product and Engineering teams. ➥ Created and led a distributed luxury service team of 30+ high-level Concierges and Home Managers. To support core markets and as an after-hours virtual support team, accommodating Pacaso's exponential growth. ➥ Leveraging consumer knowledge, guided the development of both back-end infrastructure and consumer-facing components, ensuring a seamless and exceptional user experience. ➥ Crafted and executed comprehensive service strategy, defining the vision for service excellence and owner experience - developed SOPs for all aspects of our operations, from emergency procedures to cleanliness standards, elevating Pacaso's reputation as a premier provider in the industry. ➥ Pioneered initiatives and training programs that fostered a culture of innovation, accountability, and continuous growth, not only enhancing remote team cohesion and morale but also drove productivity and service quality. Show less I successfully defined and executed an owner-centric, data-driven service strategy and spearheaded a transformative service delivery approach for this property tech startup, building the framework to scale the Property Service program from 25 to 100 markets in just 100 days. Under my leadership, fostered a collaborative and fiscally-minded culture, implementing scalable processes and structures. ➥ Key in building operational tooling that facilitated efficient virtual and remote… Show more I successfully defined and executed an owner-centric, data-driven service strategy and spearheaded a transformative service delivery approach for this property tech startup, building the framework to scale the Property Service program from 25 to 100 markets in just 100 days. Under my leadership, fostered a collaborative and fiscally-minded culture, implementing scalable processes and structures. ➥ Key in building operational tooling that facilitated efficient virtual and remote operations, working closely with Product and Engineering teams. ➥ Created and led a distributed luxury service team of 30+ high-level Concierges and Home Managers. To support core markets and as an after-hours virtual support team, accommodating Pacaso's exponential growth. ➥ Leveraging consumer knowledge, guided the development of both back-end infrastructure and consumer-facing components, ensuring a seamless and exceptional user experience. ➥ Crafted and executed comprehensive service strategy, defining the vision for service excellence and owner experience - developed SOPs for all aspects of our operations, from emergency procedures to cleanliness standards, elevating Pacaso's reputation as a premier provider in the industry. ➥ Pioneered initiatives and training programs that fostered a culture of innovation, accountability, and continuous growth, not only enhancing remote team cohesion and morale but also drove productivity and service quality. Show less
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Airbnb
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United States
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Software Development
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700 & Above Employee
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Head of Trust, Program Management & Planning |Global Cross-functional Collaboration
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2019 - 2020
With Airbnb, I guided change management efforts for Trust and Safety department, establishing a compelling vision, mission, goals, and operating principles for the Trust PMO/Business Engagement team. Additionally, I collaborated with cross-functional teams on a global scale, including policy, engineering, product, design, customer service, and homes, to enhance safety and security protocols in Airbnb accommodations. ➥ Fostered cross-functional collaboration to optimize operational… Show more With Airbnb, I guided change management efforts for Trust and Safety department, establishing a compelling vision, mission, goals, and operating principles for the Trust PMO/Business Engagement team. Additionally, I collaborated with cross-functional teams on a global scale, including policy, engineering, product, design, customer service, and homes, to enhance safety and security protocols in Airbnb accommodations. ➥ Fostered cross-functional collaboration to optimize operational efficiency and navigate Airbnb's Trust and Safety ecosystem to enhance processes, accelerate delivery timelines, and maximize the effectiveness of growth campaigns - led the definition and alignment of project scope, timing, and key team members across Customer Support, Payments, Trust, and the Homes Platform. ➥ Pioneered a robust monthly business review process with department executives including the COO, Head of Trust, as well as Homes, Customer Support, and Payments leaders. This framework allowed for the assessment of key metrics, performance evaluation, and tracking progress towards OKRs on a recurring basis. ➥ Transformed Trust PMO through the establishment of a comprehensive competency matrix, enabling the Trust PMO to operate at maximum efficiency and effectiveness. ➥ Established a world-class privacy program and maintained zero critical and high defects while minimizing downtime in the technology infrastructure. Show less With Airbnb, I guided change management efforts for Trust and Safety department, establishing a compelling vision, mission, goals, and operating principles for the Trust PMO/Business Engagement team. Additionally, I collaborated with cross-functional teams on a global scale, including policy, engineering, product, design, customer service, and homes, to enhance safety and security protocols in Airbnb accommodations. ➥ Fostered cross-functional collaboration to optimize operational… Show more With Airbnb, I guided change management efforts for Trust and Safety department, establishing a compelling vision, mission, goals, and operating principles for the Trust PMO/Business Engagement team. Additionally, I collaborated with cross-functional teams on a global scale, including policy, engineering, product, design, customer service, and homes, to enhance safety and security protocols in Airbnb accommodations. ➥ Fostered cross-functional collaboration to optimize operational efficiency and navigate Airbnb's Trust and Safety ecosystem to enhance processes, accelerate delivery timelines, and maximize the effectiveness of growth campaigns - led the definition and alignment of project scope, timing, and key team members across Customer Support, Payments, Trust, and the Homes Platform. ➥ Pioneered a robust monthly business review process with department executives including the COO, Head of Trust, as well as Homes, Customer Support, and Payments leaders. This framework allowed for the assessment of key metrics, performance evaluation, and tracking progress towards OKRs on a recurring basis. ➥ Transformed Trust PMO through the establishment of a comprehensive competency matrix, enabling the Trust PMO to operate at maximum efficiency and effectiveness. ➥ Established a world-class privacy program and maintained zero critical and high defects while minimizing downtime in the technology infrastructure. Show less
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UrbanSitter
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Technology, Information and Internet
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200 - 300 Employee
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Vice President of Operations | Trusted Strategic Advisor | Operational Excellence | Growth & Scale
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2017 - 2019
On the executive team of this rapidly scaling technology-driven childcare platform, my role encompassed overseeing end-to-end operational functions and directing operational processes, policies, and initiatives, while providing support for Sitter Onboarding, and Trust, Safety, Payments and Content Integrity. ➥ Scaled Member Services operations by over 400% within a 2-year period, implementing both on-site and remote management strategies to drive improved customer support. ➥ Grew… Show more On the executive team of this rapidly scaling technology-driven childcare platform, my role encompassed overseeing end-to-end operational functions and directing operational processes, policies, and initiatives, while providing support for Sitter Onboarding, and Trust, Safety, Payments and Content Integrity. ➥ Scaled Member Services operations by over 400% within a 2-year period, implementing both on-site and remote management strategies to drive improved customer support. ➥ Grew the in the sitter community 450% across 50 top US markets and expanded our presence in 30 new markets. ➥ Recognizing the importance of automation and self-service capabilities, I implemented automation-driven solutions that reduced member support interactions by 15%. ➥ Enhanced the onboarding experience, achieving an 85% reduction in onboarding time and an 8% increase in retention rates, benefiting both our sitters and parents. Show less On the executive team of this rapidly scaling technology-driven childcare platform, my role encompassed overseeing end-to-end operational functions and directing operational processes, policies, and initiatives, while providing support for Sitter Onboarding, and Trust, Safety, Payments and Content Integrity. ➥ Scaled Member Services operations by over 400% within a 2-year period, implementing both on-site and remote management strategies to drive improved customer support. ➥ Grew… Show more On the executive team of this rapidly scaling technology-driven childcare platform, my role encompassed overseeing end-to-end operational functions and directing operational processes, policies, and initiatives, while providing support for Sitter Onboarding, and Trust, Safety, Payments and Content Integrity. ➥ Scaled Member Services operations by over 400% within a 2-year period, implementing both on-site and remote management strategies to drive improved customer support. ➥ Grew the in the sitter community 450% across 50 top US markets and expanded our presence in 30 new markets. ➥ Recognizing the importance of automation and self-service capabilities, I implemented automation-driven solutions that reduced member support interactions by 15%. ➥ Enhanced the onboarding experience, achieving an 85% reduction in onboarding time and an 8% increase in retention rates, benefiting both our sitters and parents. Show less
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Travana
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United States
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Travel Arrangements
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1 - 100 Employee
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Director of Digital Content and Revenue Management | Operational Excellence and Strategic Leadership
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2016 - 2016
I led cross-trained teams to achieve operational efficiency strategies and enhancements that propelled this San Francisco-based travel startup's growth and positioned Janbala as a leading online travel brand focused on purposeful travel in partnership with mission-driven organizations. In this role, I implemented SOPs to optimize partner operations, streamline marketing, enhance commission tracking, secure payments, and prevent fraud. ➥ Spearheaded the identification and selection of… Show more I led cross-trained teams to achieve operational efficiency strategies and enhancements that propelled this San Francisco-based travel startup's growth and positioned Janbala as a leading online travel brand focused on purposeful travel in partnership with mission-driven organizations. In this role, I implemented SOPs to optimize partner operations, streamline marketing, enhance commission tracking, secure payments, and prevent fraud. ➥ Spearheaded the identification and selection of connectivity suppliers, and leveraged advanced algorithms to define precise product specifications. ➥ Seamlessly integrated extensive static data and Expedia Affiliate Network (EAN) inventory, expanding the platform with over 500K hotels. ➥ Established the Community Volunteering committee, driving the company's commitment to social responsibility. As part of this effort, I led the pioneering give-back campaign to build a library for an elementary school in Botswana, setting a precedent for impactful philanthropic initiatives within the company. Show less I led cross-trained teams to achieve operational efficiency strategies and enhancements that propelled this San Francisco-based travel startup's growth and positioned Janbala as a leading online travel brand focused on purposeful travel in partnership with mission-driven organizations. In this role, I implemented SOPs to optimize partner operations, streamline marketing, enhance commission tracking, secure payments, and prevent fraud. ➥ Spearheaded the identification and selection of… Show more I led cross-trained teams to achieve operational efficiency strategies and enhancements that propelled this San Francisco-based travel startup's growth and positioned Janbala as a leading online travel brand focused on purposeful travel in partnership with mission-driven organizations. In this role, I implemented SOPs to optimize partner operations, streamline marketing, enhance commission tracking, secure payments, and prevent fraud. ➥ Spearheaded the identification and selection of connectivity suppliers, and leveraged advanced algorithms to define precise product specifications. ➥ Seamlessly integrated extensive static data and Expedia Affiliate Network (EAN) inventory, expanding the platform with over 500K hotels. ➥ Established the Community Volunteering committee, driving the company's commitment to social responsibility. As part of this effort, I led the pioneering give-back campaign to build a library for an elementary school in Botswana, setting a precedent for impactful philanthropic initiatives within the company. Show less
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JdV by Hyatt
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United States
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Hospitality
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100 - 200 Employee
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Area Managing Director, Joie de Vivre Hospitality
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2010 - 2015
As the Area Managing Director for Joie de Vivre Hotels (now JDV by Hyatt) from 2010 to 2015, I oversaw team of 230+ professionals and managed P&L for boutique hotels generating $25M in revenue. During my tenure, I took on leadership roles in corporate committees and providing guidance as a member of the general manager advisory panel. I helped shape a positive company culture, and mentored General Manager as we crafted success strategies that elevated our performance and allowed us to… Show more As the Area Managing Director for Joie de Vivre Hotels (now JDV by Hyatt) from 2010 to 2015, I oversaw team of 230+ professionals and managed P&L for boutique hotels generating $25M in revenue. During my tenure, I took on leadership roles in corporate committees and providing guidance as a member of the general manager advisory panel. I helped shape a positive company culture, and mentored General Manager as we crafted success strategies that elevated our performance and allowed us to consistently exceed expectations. ➥ Notably propelled Hotel Carlton to the first page of Trip Advisor within just 2 years, and successfully secured the #1 spot in San Francisco for Hotel Drisco, boosting visibility and attracting more discerning guests to our properties. ➥ Drove market-leading growth by closely analyzing market segments and distribution channels, strategically optimizing revenue per available room. This meticulous approach resulted in exceptional performance and solidified our position as a top player in the industry. ➥ Actively contributed to project designs for building layouts and spearheaded the upgrade of operational systems, enabling us to sustain continuous improvements and stay ahead of the competition. Show less As the Area Managing Director for Joie de Vivre Hotels (now JDV by Hyatt) from 2010 to 2015, I oversaw team of 230+ professionals and managed P&L for boutique hotels generating $25M in revenue. During my tenure, I took on leadership roles in corporate committees and providing guidance as a member of the general manager advisory panel. I helped shape a positive company culture, and mentored General Manager as we crafted success strategies that elevated our performance and allowed us to… Show more As the Area Managing Director for Joie de Vivre Hotels (now JDV by Hyatt) from 2010 to 2015, I oversaw team of 230+ professionals and managed P&L for boutique hotels generating $25M in revenue. During my tenure, I took on leadership roles in corporate committees and providing guidance as a member of the general manager advisory panel. I helped shape a positive company culture, and mentored General Manager as we crafted success strategies that elevated our performance and allowed us to consistently exceed expectations. ➥ Notably propelled Hotel Carlton to the first page of Trip Advisor within just 2 years, and successfully secured the #1 spot in San Francisco for Hotel Drisco, boosting visibility and attracting more discerning guests to our properties. ➥ Drove market-leading growth by closely analyzing market segments and distribution channels, strategically optimizing revenue per available room. This meticulous approach resulted in exceptional performance and solidified our position as a top player in the industry. ➥ Actively contributed to project designs for building layouts and spearheaded the upgrade of operational systems, enabling us to sustain continuous improvements and stay ahead of the competition. Show less
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JdV by Hyatt
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United States
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Hospitality
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100 - 200 Employee
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General Manager
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2004 - 2009
Managed $8.8M in Profit and Loss responsibilities while engaging and developing 45 employees. Directed a 161-room unionized hotel and led hotel to top ranking for “Employee Can Do Attitude” in 2008 and 2009. Monitored $4M in guestroom and lobby renovations from design to completion. Exceeded comp set each year after 2008 and grew hotel’s RevPAR by over 12% in 2008 and 2012. ◆ Exceeded budgeted revenue by 5% and IBFC by 4.5% in 2014 while increasing market share through ADR Index growth… Show more Managed $8.8M in Profit and Loss responsibilities while engaging and developing 45 employees. Directed a 161-room unionized hotel and led hotel to top ranking for “Employee Can Do Attitude” in 2008 and 2009. Monitored $4M in guestroom and lobby renovations from design to completion. Exceeded comp set each year after 2008 and grew hotel’s RevPAR by over 12% in 2008 and 2012. ◆ Exceeded budgeted revenue by 5% and IBFC by 4.5% in 2014 while increasing market share through ADR Index growth of 1.4% and RevPAR Index growth of 11.9%. ◆ Increased Trip Advisor ranking from #76 to #35 between 2008 and 2014. Received Reader’s Choice Gold List Status from Conde Nast Traveler in 2008. ◆ Increased “Employee Can Do” score from 10th to third place between 2011 and 2013. ◆ Coordinated receipt of the following awards for environmental prowess: City of San Francisco Green Business Certification, Hotel Hero’s Innovation Award, CH & LA Stars of the Industry Great Earthkeeping Award, and LEED-EB Gold status. General Manager, Hotel Carlton, White Swan Inn, Petite Auberge, Nob Hill Lambourne Creating Joy • Increasing Profitability • Employee Engagement • Service Management • Can Do Culture Show less Managed $8.8M in Profit and Loss responsibilities while engaging and developing 45 employees. Directed a 161-room unionized hotel and led hotel to top ranking for “Employee Can Do Attitude” in 2008 and 2009. Monitored $4M in guestroom and lobby renovations from design to completion. Exceeded comp set each year after 2008 and grew hotel’s RevPAR by over 12% in 2008 and 2012. ◆ Exceeded budgeted revenue by 5% and IBFC by 4.5% in 2014 while increasing market share through ADR Index growth… Show more Managed $8.8M in Profit and Loss responsibilities while engaging and developing 45 employees. Directed a 161-room unionized hotel and led hotel to top ranking for “Employee Can Do Attitude” in 2008 and 2009. Monitored $4M in guestroom and lobby renovations from design to completion. Exceeded comp set each year after 2008 and grew hotel’s RevPAR by over 12% in 2008 and 2012. ◆ Exceeded budgeted revenue by 5% and IBFC by 4.5% in 2014 while increasing market share through ADR Index growth of 1.4% and RevPAR Index growth of 11.9%. ◆ Increased Trip Advisor ranking from #76 to #35 between 2008 and 2014. Received Reader’s Choice Gold List Status from Conde Nast Traveler in 2008. ◆ Increased “Employee Can Do” score from 10th to third place between 2011 and 2013. ◆ Coordinated receipt of the following awards for environmental prowess: City of San Francisco Green Business Certification, Hotel Hero’s Innovation Award, CH & LA Stars of the Industry Great Earthkeeping Award, and LEED-EB Gold status. General Manager, Hotel Carlton, White Swan Inn, Petite Auberge, Nob Hill Lambourne Creating Joy • Increasing Profitability • Employee Engagement • Service Management • Can Do Culture Show less
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Education
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University of California Los Angeles, UCLA
BA, Communication Studies, Emphasis in Business -
The University of Texas at Austin - Red McCombs School of Business
MBA, Specialization in Marketing, Customer Insight, Management, Business Administration and Management, General
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