Senior Customer Care Operations Manager, Project Manager and Scrum Master

In the last few years, my career has focused on enhancing operations and customer service within leading tech companies, with significant roles at Wix, Tripadvisor, and Bitpanda. My expertise lies in Operations Management, Project Management, and Leadership, particularly in driving change and managing diverse stakeholders across various departments within SaaS environments.

At Wix, I started as the Customer Care English Team Lead, managing a team of 14 experts, where I implemented strategic changes that significantly improved our customer service operations. This role sharpened my leadership skills and set the groundwork for my promotion to Customer Care Global Operations Manager. In this capacity, I led the inaugural Global Operations Team, spearheading projects that enhanced departmental services, workflows, and tools. My efforts ensured seamless collaboration between cross-functional teams and were crucial in achieving key departmental KPIs, reflecting my strong project management capabilities.

Moving on to Tripadvisor, as the Senior Customer Care Operations Manager, I revolutionized the Customer Care Enablement division. My role involved direct leadership of teams across Business Analysis & Real-Time Analytics, Knowledge & Training, and Content Development. I leveraged data to streamline customer interactions and elevate service quality, demonstrating my skill in managing operations and driving technological and procedural changes. This position highlighted my ability to work effectively with Product & Engineering, Revenue Operations, and Human Resources, ensuring strategic alignment and enhancing overall operational synergy.

Most recently at Bitpanda, I took on the role of Customer Care Operations and Technology Lead, where I had the autonomy to develop and implement strategic technology solutions that aligned with corporate goals. I led the Customer Care technology roadmap, assessing and integrating software enhancements to boost service quality. My role involved collaborating closely with key stakeholders such as the Head of Technology and Operations, which showcased my adeptness at stakeholder management and my ability to lead and drive change within a tech-focused environment.

Throughout these positions, I have consistently demonstrated my ability to lead teams, manage complex projects, and drive significant operational improvements in fast-paced tech companies. My technical skills with platforms like Salesforce, Zendesk, and Google Docs, along with a strategic use of Tableau and Jira for data analysis and project management, have been vital in my success. These roles have not only reinforced my operational and project management skills but have also allowed me to thrive in dynamic, change-driven environments, making a measurable impact on business outcomes.