About
Operations and commercial leader with 13 years of experience across transportation technology (ride apps and logistics services in a SaaS environment), consumer packaged goods, and supply chain operations industries. Proven track record of success optimizing operations and building products under changing business priorities and rapid growth. Known for bringing simplicity to complex processes and building cross-functional alignment through balancing prioritization, detail orientation, and high EQ. Specialities include: operations management, scaling operations teams, process design, partnership management, product development, program management, client engagement, revenue growth, talent development.
Experience
Senior Manager, Customer Excellence Strategy & Operations
Flexport · San Francisco, California, United States
•Established new product and platform to provide a factory-to-door logistics solution through the combination of independent freight and fulfillment business units •Designed and drove Flexport customer business requirements and preferences through implementation; approved all international freight related product specs •Drove user acceptance testing and rollout of the new platform for international freight customers •Expanded scope of acquired customer operations team in 90 days to own end-to-end support and service of the new logistics product
Program Manager Ii, Operational Excellence
Flexport · San Francisco, California, United States
•Designed, built, and launched first set of features for a standardized operational requirements product suite using a rules engine • Established standardized product requirements across 6 teams in 3 regions (US, EMEA, APAC) to drive uniformity among independently created global operations processes • Work cross functionally with product, engineering, operations, sales, and implementation stakeholders to drive alignment on >100 standardized service offerings across all business segments
Network Operations Manager
Flexport · San Francisco Bay Area
• Executed US operations restructuring to segregate operational and commercial work into separate organizations • Managed and developed 10 direct reports, oversaw destination operations for 20% of company imports (performance monitoring, shipment unloading, trucking, communications) • Maintained industry leading >80% on-time performance through Covid-19 supply chain crisis despite 93% growth in volume and only 20% growth in team resources; lead reorganization process implementation, SOP iteration, and team development • Maintained and grew relationships with with vendor and partner executives including airline terminals, trucking fleets, and warehouse subcontractor; leveraged data to enforce performance SLAs and maintain industry-leading shipment timeliness • Reduced operations escalations by 20% in one quarter by building operational cadences across global teams in China, Hong Kong, and North America and successfully implementing escalation resolution processes within teams • Design a…
Commercial Operations Manager
Flexport · San Francisco Bay Area
• Managed $25M book of business with focus on commercial growth, strategic supply chain solutions, and operational excellence; owned P&L for the book of business • Managed 25+ client relationships for the book of business; conduct quarterly business reviews with senior stakeholders to review KPIs and introduce new growth opportunities; grew average share of wallet by 18% in ten months • Drove revenue growth through strategic upselling of freight solutions, supply chain technology, and attach products • Created, implemented, and managed pricing plans for clients across a diverse set of industries yielding segment-leading 12% net revenue; reduced team’s cost to serve by 20% in three months through re-prioritization and productivity • Managed the performance and development of 4 direct reports responsible for day-to-day account management and shipment operations from end to end; indirect management of operations teams supporting the P&L in Shenzhen and Amsterdam
Co-Founder & Ceo
Pure Provisions · San Francisco Bay Area
A natural protein snack company focused on easy to pack, nutritious, and great-tasting products that are high in protein but low in fat, sodium, and cholesterol and free of preservatives, added nitrites, gluten, and dairy. • Targeted underserved sector in premium protein snack space by developing 3 flavor / 6 SKU turkey jerky product offering • Built end-to-end, dual source supply chain encompassing farm sourcing, packaging, manufacturing, and distribution • Grew revenue over 100% and achieved West Coast retail grocery distribution in a 12 month period with targeted retailer sampling kits and aggressive direct selling program • Won accounts and maintained relationships with REI, Earthbar (Equinox gyms), Eastern Mountain Sports, Vino Volo, GoodEggs (D2C grocery), Brooklyn Boulders, The Fruitguys (US office pantry distribution) • Achieved >20% higher margin and sell-through over retail grocery; Identified and targeted unsaturated snack channels of fitness, specialty outdoor, and travel r…
Operations Manager
Flywheel Software · San Francisco Bay Area
Flywheel is a transportation technology company that has modernized licensed transit options and equipped taxis with smartphone-based meters and app-based ride-hailing. • Built and managed a team of 4 responsible for driver onboarding, field operations, driver quality, and in-house support • Managed supply side operations of new territory rollout efforts in six markets (people, process, technology, logistics) • Collaborated with product and engineering as service operations expert to streamline the driver application, automate driver quality action plans, add features, refine and expand service level requirements • Developed driver quality metrics to improve customer experience, including reduction of hail abandonment by 90% (top passenger pain point) and reduction of passenger support requests by 40% within the first quarter of rollout
Field Operations Lead
Flywheel Software · San Francisco Bay Area
Operations Associate
Flywheel Software · San Francisco Bay Area
Education
Babson College
Bachelor of Science, Business Management
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