Managed operational teams and established scalable frameworks, processes, and practices in a quickly evolving, high-growth environment.

Head of Global Incident Operations

With rigor and a users first mindset, drove improvement of incident response processes, infrastructure, and communication strategy for both internal stakeholders and for Stripe users.

• Built and launched a centralized Incident Response function, from concept to the establishment, recruitment, training, and operationalization of a multi-region [EMEA, APAC, NA] global team delivering 24x7 response.

• Responsible for large company-wide programs, including ownership of Stripe's preparedness, operational execution, and incident response during global holidays including Black Friday, Cyber Monday, Giving Tuesday, Singles Day, and unique user sale dates. Through strategic support and process implementation, a best-in-class experience was delivered during our users' peak processing days.

Manager of Incident Operations, Acquisition Support Operations, and Privacy and Regulatory Operations (2019 - Apr 2020)

• Managed and expanded the foundational Privacy & Regulatory Operations team. Grew the team from single-region to a global function (previously solely North America located team, expanded into Europe).

• Supported the consistent delivery of critical compliance programs for Stripe and Stripe's users. These programs included the improvement and operationalization of internal compliance practices, documentation, and process, developing rapidly scalable and compliant user facing resources for new regulatory requirements (ie: CCPA), and proactive development and delivery of support resources for privacy regulations enabling Stripe’s seamless expansion into new markets and regions (eg: Mexico, Brazil).

• Managed the incubation of acquired company support and resulting integration of support workstreams into Stripe's operational ecosystem.

Global Operations
Product Risk & Integration Manager (March 2017 - Feb 2019)

• People and Program Manager building operational global support of new products - assessed risk and developed mitigation strategies, defined policy and technical requirements, and delivered scaled support strategy and infrastructure while enabling integrity and growth of the FB app suite.

• Products Supported: Search, Groups, Video and Video Platforms, Community Grant Programs, and Monetization Integration

Program and Project Manager (Sept 2015 - March 2017)

• Technical portfolio manager responsible for the execution of a large-scale cross-functional engineering migration of workflows to an internally built, company-wide platform (Single Review Tool or "SRT"). This migration and infrastructure enabled critical business needs, facilitation of scale, and minimized dependency and maintenance of legacy support infrastructure.

• At the time, this tooling facilitated the global content moderation and direct support for a high-growth community (2+ billion users).

Outsourcing Program Manager (May 2014 - Sept 2015)

• Managed engineering projects for internal content moderation tool optimization, including the development and rollout of accuracy tools, platform testing, platform enhancements, and workflow migrations.

• Developed, documented, and standardized the process of outsourcing workflows for the organization.

People Operations:
People Operations Partner, "Peeps Partner" (July 2012 - May 2014)

• Lead on global outsourcing of HRIS (HR Information System) tier one transactions. On-boarded, trained, and optimized the earliest outsourcing of HR operations, enabling organizational scale supporting a rapidly growing business and employee population.

• Managed the operational partnership with the HRBP organization. Focused on analytics, employee relations, tier one organizational support, and management of internal tools.