Management
Sr. Operations, RevOps & Hardware Manager
Sr. Operations, RevOps & Hardware Manager
BrainTap, Inc • Oct 2023 - Current | Hybrid
Operations & Project Management
- Lead cross-functional projects covering hardware, software, and RevOps initiatives
- Develop and refine SOPs to improve efficiency across multi-system company operations
- Manage KPIs, system reviews, and process improvements to align with executive initiatives
- Oversee international operations, project planning, and system maintenance
Product & Compliance Management
- Key Product Owner for BrainTap and NeuralChek products, responsible for shaping product direction, managing requirements, and ensuring successful delivery through collaboration with engineering, QA, and design teams. Focused on enhancing user experience, integrating feedback, and maintaining product quality across hardware and software platforms
- Coordinate with manufacturers to secure safety documentation and product certifications
- Ensure compliance with CE and European Union conformity requirements
- Manage digital strategy, content planning, and audio session deployment
RevOps & Systems Administration
- Administer AWS, Microsoft, Stripe, and Apple Developer platforms
- Design and optimize automation workflows to streamline business operations
- Create detailed business requirement documents and user story mapping for system improvements
- Support cross-platform integrations and digital infrastructure growth
Leadership & Collaboration
- Partner directly with executives and stakeholders to execute business growth strategies
- Provide training, support, and implementation guidance across systems and teams
- Oversee Customer Success Manager and team, driving customer satisfaction initiatives
- Deliver strong communication across technical and non-technical teams
Key Achievements
- Led product ownership initiatives for BrainTap and NeuralChek products, driving enhanced user experience and product quality through strategic collaboration with engineering, QA, and design teams
- Spearheaded comprehensive compliance initiatives to secure international market access for BrainTap products, ensuring adherence to CE and European Union conformity requirements
- Executed strategic Sr. Operations initiatives that optimized cross-functional workflows, resulting in improved efficiency across hardware development, software deployment, and RevOps processes
Customer Success Manager
Customer Success Manager
BrainTap, Inc • Mar 2021 - Oct 2023 • 2 yrs 8 mos | Remote
Strategic Leadership & Operations
- Lead Customer Success operations, delivering KPIs and strategic recommendations directly to executive leadership
- Drive initiatives to improve customer experience, retention, and referrals across all touchpoints
- Collaborate with leadership to design job descriptions and scale Customer Success function in alignment with company goals
Systems & Infrastructure
- Built and optimized customer support infrastructure in HubSpot, including pipelines, workflows, chatbots, SLAs, dashboards, knowledge base, and feedback surveys (CSAT, NPS)
- Administered system access and permissions in HubSpot, Infusionsoft, Oscommerce, Post Affiliate Pro, Zoom, and Confluence, ensuring cross-team alignment
- Developed and enforced SOPs to streamline workflows, reduce resolution times, and enhance service quality across call, email, and chat channels
Team Management & Training
- Trained, coached, and upskilled customer success teams, including international call center operations
- Implemented HubSpot certifications and ongoing development programs for team excellence
- Created training videos and documentation for internal teams and external customers to drive adoption and troubleshooting success
Client Relations & Business Development
- Partnered with healthcare professionals and affiliates to deliver onboarding, training, and ROI-driven implementation of BrainTap technologies
- Managed affiliate program operations, ensuring accurate commissions, campaign execution, and close collaboration with marketing
- Oversaw customer invoicing, refunds, and payments across Authorize.net, PayPal, and Stripe, maintaining accuracy and satisfaction
Key Achievements
- Streamlined workflows and automations, resulting in improved SLA adherence, faster issue resolution, and stronger customer retention
- Established scalable support systems and feedback loops that elevated customer satisfaction scores and strengthened product improvement cycles
- Successfully managed global communications and partnerships, ensuring consistent, high-quality service across diverse markets
Business Growth
Business Growth Specialist
BrainTap, Inc • Feb 2020 – Mar 2021 • 1 yr 2 mos | On-Site
Sales & Revenue Growth
- Drove new business opportunities through direct sales, partner collaborations, and trade show events
- Executed sales strategies that increased visibility and strengthened affiliate-driven revenue
- Supported the full sales process, from lead generation and qualification to closing new partnerships
Partner & Affiliate Program Development
- Built and maintained strong relationships with partners and affiliates to expand market reach
- Produced training videos and resources to streamline affiliate onboarding and improve adoption
- Assisted in program implementation to ensure partners had the tools and knowledge to succeed
Training & Implementation Support
- Delivered training sessions for partners and affiliates to strengthen product knowledge and sales effectiveness
- Developed resources and documentation to support consistent messaging and program use
- Provided direct support during onboarding and implementation, ensuring smooth partner integration
Trade Show & Event Sales
- Represented the company at trade shows, driving awareness and capturing new leads
- Conducted live product demonstrations and presentations to attract prospects and strengthen relationships
- Collaborated with the marketing team to maximize impact at events through cohesive branding and outreach
Key Achievements
- Successfully drove new business growth through multi-channel approach combining direct sales, strategic partnerships, and high-impact trade show presence
- Streamlined affiliate onboarding process through comprehensive training resources, resulting in improved partner adoption and program effectiveness
- Enhanced partner integration and success through direct implementation support, ensuring smooth transitions and sustained performance across all partnerships
Customer Support
Customer Support
BrainTap, Inc • Feb 2017 - Mar 2021 • 4 yrs 2 mos | On-Site
Customer Support Operations
- Provided comprehensive technical support via phone, email, and live chat for BrainTap's meditation and brainwave technology products
- Troubleshot hardware and software issues across multiple platforms including iOS, Android, and desktop applications
- Maintained detailed customer interaction records in CRM systems, ensuring continuity and quality of service
Technical Problem Resolution
- Diagnosed and resolved complex technical issues with BrainTap headsets, mobile apps, and subscription services
- Collaborated with development teams to identify software bugs and provide detailed user feedback for product improvements
- Created and maintained troubleshooting guides and FAQ documentation for common customer issues
Customer Experience Enhancement
- Achieved and maintained high customer satisfaction scores through empathetic communication and efficient problem resolution
- Processed returns, exchanges, and warranty claims while ensuring positive customer outcomes
- Educated customers on product features and optimal usage to maximize their wellness experience
Key Achievements
- Consistently exceeded response time and resolution metrics, contributing to improved overall customer satisfaction
- Developed expertise in wellness technology products, becoming a trusted resource for both customers and internal teams
- Built strong foundation in customer service best practices that informed later management approaches
Personal Projects
Unreal Engine
Video Production
•Creating 3D landscapes and cinematic productions, setup camera and cinematics using sequencer
•Advanced rendering techniques and post-processing workflows
Tools & Software
Customer Relationship Management
Hubspot, Infusionsoft(Advanced)
OSCommerce(Expert)
Drift Chat(Advanced)
Payment Processing & E-commerce
Stripe, Paypal, Payment Processors(Advanced)
Lead Dyno, Post Affiliate Pro(Intermediate)
Google Play, Apple App Store(Advanced)
Project Management & Communication
Asana, Click Up(Advanced)
Slack, Microsoft Teams(Advanced)
Zoom, Talk Desk(Advanced)
Calendly(Advanced)
JIRA, Confluence, Bitbucket(Beginner)
Atlassian Tools(Beginner)
Development & Technical Tools
Visual Studio Code(Intermediate)
Git, Github, Source Control(Intermediate)
Wordpress(Intermediate)
AWS Management Console(Intermediate)
Creative & Media Production
Unreal Engine Animation Pipeline(Intermediate)
Ableton Live 11 Suite(Advanced)
Google Services, Adobe Services(Intermediate)
Stable Diffusion AI Pipeline(Beginner)
Business & Administrative
BrainTap Products(Expert)
Tradeshow efficiency(Expert)
Microsoft Suite Products(Advanced)
Gusto, ADP(Advanced)
Product Management & Strategy
Product Ownership(Advanced)
Requirements Management(Advanced)
User Story Mapping(Advanced)
Product Lifecycle Management(Advanced)
Business Requirement Documents(Advanced)
Digital Strategy(Advanced)
RevOps & Automation
Revenue Operations(Advanced)
Workflow Automation(Advanced)
Business Process Automation(Advanced)
System Integration(Advanced)
Cross-platform Integrations(Intermediate)
KPI Management(Advanced)
Compliance & Regulatory
CE Certification(Advanced)
European Union Conformity(Advanced)
International Market Compliance(Advanced)
Safety Documentation(Advanced)
Product Certifications(Advanced)
Manufacturer Relations(Advanced)
Platform Administration
AWS Administration(Intermediate)
Microsoft Platform Admin(Advanced)
Apple Developer Platform(Advanced)
Stripe Administration(Advanced)
System Reviews(Advanced)
Digital Infrastructure(Advanced)
Leadership & Team Management
Cross-functional Team Leadership(Advanced)
International Team Coordination(Advanced)
Training Development(Advanced)
Stakeholder Management(Advanced)
Executive Partnership(Advanced)
Customer Success Operations(Expert)