Business Operations Lead

Citizen logo
Expansion ManagerExpansion Manager
Citizen · Full-timeCitizen · Full-time
Jan 2021 - Feb 2023 · 2 yrs 2 mosJan 2021 - Feb 2023 · 2 yrs 2 mos
New York, New York, United States · RemoteNew York, New York, United States · Remote
I had full ownership and accountability to deliver the Expansion (new city) launches within time, under budget, and according to all necessary requirements. I created and efficiently managed the Expansion roadmap, including overall work streams of my direct team and cross-functional departments. I developed KPIs and drove large-scale project management to facilitate the launch of Citizen's safety product in new cities across the US by creating the roadmap, milestones, and dependencies along with overseeing recruiting, reporting, and more. I was accountable for managing the department P&L and lowering departmental costs through contract re-negotiation. I managed a radio hardware network, consisting of a fleet of hundreds of radios deployed across the country while collaborating with engineering teams and vendors.

Key Achievements:
• Led Citizen's Expansion efforts, successfully launching in over 100 new cities across the United States and increasing the total addressable market (TAM) by 55% within two years (+18.7M).
• Owned Expansion launch key performance indicators (KPIs), while leading large scale project management, launch date timelines, hiring, reporting, and more.
• Reduced departmental costs by re-negotiating contracts with all vendor partners, including offshore workforce solutions, physical data centers, and software. Recognized by the Chief Business Officer and Chief Executive Officer for introducing recurring monthly cost savings of over $250K.
• Minimized training time by 50% without compromising on quality. Saved the company costs and introduced the ability to launch new cities more rapidly by revising and standardizing training materials and onboarding competent instructors.
• Identified user acquisition channels by liaising with Marketing teams and partnering with and Agency Outreach teams to maximize demand generation by establishing local partnerships.

I served as a trusted partner to the Technology leadership team in the areas of strategic planning, budget forecasting, and project management. I efficiently managed the office space at three different sites, including space upkeep, significant migrations, and future space requirements. I monitored the department's P&L and conducted quarterly headcount and budget forecasting exercises.

Key Achievements:
• Contributed to and coordinated the recruitment and hiring efforts in collaboration with HR teams, including organizing recruiting events, headcount management, reporting, reacquisition management, and onboarding.
• Boosted staff engagement by establishing and organizing learning programs, events, and training for the Technology organization.
• Created frameworks for strategic planning to guarantee ongoing tracking, reporting, and execution of key performance indicators (KPIs).

During my time as an Operations leader at Spotify, I established and scaled operations in a high growth, global organization over a 6 year period. I planned and established a comprehensive onboarding program and materials according to the international team's bespoke culture and job requirements. I managed various initiatives by managing large scale projects and coordinating with key stakeholders across the business. I planned and organized annual global team conferences and monthly all-hands meetings. I was a key member of the senior Content team leadership, overseeing the global establishment of strategic planning, headcount and budget forecasting activities, as well as the annual operational rhythm for the Content division with direct responsibility for the global Music team.

Key Achievements:
• Established and scaled international organization operational activities as the Music team grew, while supporting hiring and onboarding efforts by creating and managing an onboarding program for a highly effective multinational workforce, enabling a 1,900% departmental expansion over a six-year period.
• Onboarded and supervised overseas teams based in Australia, Singapore, and Japan while supporting Spotify's local market launches across six countries: Australia, Singapore, Malaysia, Indonesia, Taiwan, and Japan, with local oversight in Japan. Conducted interviews and recruited the first key departmental employees in Australia, Singapore, and Japan.

Salutatorian, Advanced Achievement Award