Head of Operations and Customer Support
2017 (7 months)
As Head of Ops and Customer Support, I was on the ground creating and implementing playbooks on-the-fly for a number of processes: - Launch planning and bike deployment -...more Bike rebalancing procedures - Efficient and cost-effective bike assembly - Ongoing bike maintenance - Hiring, training, and managing city team employees and contractors - Customer support - Local events
As GM, I was responsible for the San Diego market, including: - Hiring and training a team - Real estate acquisition - Revenue generation, optimization - Occupancy...more rates - Setup, scale, and drive down costs for daily operations activities like housekeeping, maintenance, check-in/out, rapid responding, inventory management, quality control and more - Guest NPS - P&L
Responsible for the supply health of the San Diego market, including: - Driver Acquisition and Retention Strategies -...more Business/competitive intelligence - Demand-forecasting - Geographic Expansion and Supply Positioning - Talent development (first 8 members of team were all promoted or poached within Uber) - Logistics for all large-scale marketing promotions
Launched Uber Ohio in '13, and Reno, NV and Portland, Oregon in '14
#7 at this start-up which is now the largest provider of lessons in the US
- Managed nine TakeLessons @ Best Buy locations in Washington DC and Baltimore - Recruited,...more interviewed, and hired 40 employees for sales, support, and teacher recruiting - Managed sales team of 15+ sales reps - Created sales and teacher recruiting pitches, messaging, policies, training, etc. - Personally sold over 2,300 lesson packages bringing in $300k+, and onboarded 500+ music instructors nationwide
I thrive when there are lots of moving parts and my mgmt style is that of a coach who trusts his players. Hire the best people and allow them to do what they do best. Give them freedom to do their job while being available. It creates an ownership mentality where they're able to rely on one another.
I'm an experienced operator of marketplace businesses often dealing with large independent contractor workforces. I've managed large teams, budgets, and P&L's. Significant experience in launch- and growth-stage startups, management, strategy, team building, process creation and optimization, A/B testing, experimentation, and more.