Operations & Technical Systems Manager

Promoted from Executive Assistant to a de facto Chief of Staff role within approximately six weeks after identifying and resolving unstructured operational issues. Reported to the CEO and COO of a US-based online education company and owned ambiguous cross-functional initiatives from discovery through execution.

Designed and standardized a video-to-course production pipeline in Asana, transforming one recording session into a documented, rules-based workflow with approximately 50–60 downstream tasks and reducing average turnaround time by 28%. Rebuilt curriculum documentation and As-Taught Record workflows, including QA and validation of an AI-assisted workflow.

Investigated expense logging and identified a discrepancy between expense records and QuickBooks, helping rebuild the finance workflow and running weekly payroll operations. Redesigned Kartra membership tagging and expiration processes to address inconsistent student access revocation.

Managed an external LMS technician by preparing build documentation, tracking work against specifications, reviewing builds, and QAing deliverables. Led Front customer-support platform implementation and integration research, reducing first-response time from about 19 hours to under 4 hours. Built a campaign command center, coordinated five hiring processes, onboarded external contractors, and supported technical decisions using Python, SQL, Linux, DNS, cloud infrastructure, and databases.

Served as the operational point of contact for a approximately 20-person gig-marketplace startup connecting SMEs with high school and college students for paid tasks and university OJT credit. Executed CEO-directed initiatives end to end, including proposals, research, build documentation, freelancer sourcing, hiring, onboarding, and delegation.

Coordinated support, accounting, and engineering functions while maintaining same-day issue resolution. Owned QA for company output outside the support function and maintained a strict error rate below 2%.

Coordinated operational activities leading up to the company’s acquisition in an M&A exit in November 2025.

Managed a team of 10 writers, assigning work, reviewing output, and maintaining editorial workflow and quality standards.

Personally researched and wrote technical content across unrelated subject domains. Led editorial quality processes before widespread adoption of AI writing tools.

Managed end-to-end graphic design engagements from ideation through final delivery for 12 consistent clients.

Focused primarily on restaurant and hospitality businesses, with clients acquired entirely through referrals.

Currently on leave.