Operations & Administration Manager

Built and scaled trust and safety operations, including content moderation, user report handling, and vendor management.

Owned member support operations covering escalations, billing issues, and 24/7 coverage. Designed workflows, content-review processes, escalation paths, and documentation to improve operational consistency.

Managed cross-functional launches and policy rollouts, aligning product, legal, and support stakeholders. Drove operational KPIs across safety, support quality, and process efficiency.

Provided daily administrative and operational support for coaching programs serving SaaS founders.

Managed high-volume communication across private community platforms and email, coordinated scheduling, documentation, call logistics, and program deliverables for multiple stakeholders.

Maintained CRM and tracking systems for follow-ups, renewals, and engagement continuity. Supported onboarding, data organization, process documentation, and workflow improvements.

Oversaw administrative and operational functions supporting cross-departmental efficiency. Managed executive calendars, internal meetings, documentation, and leadership communications.

Prepared agendas, documented decisions, and coordinated post-meeting follow-through. Supported recruitment through candidate screening, interview coordination, and onboarding preparation.

Implemented structured onboarding systems and acted as a liaison between executive leadership and operational teams to streamline communication.

Conducted transcript and call-quality analysis to assess customer satisfaction and adherence to service standards.

Delivered structured performance reports with data-based recommendations and collaborated with leadership to improve quality standards and operational performance.

Managed customer-service KPIs and monitored SLA compliance for the Portuguese market.

Led workflow optimization initiatives to improve operational consistency, trained and supported team members, and maintained operational documentation, reporting, and cross-team coordination.

Led support-team operations, including scheduling, KPI tracking, and performance reporting.

Conducted onboarding sessions and training programs for new hires. Maintained documentation systems and supported SLA adherence across teams.