Operations & Implementation Manager

Systems & Process Design | Cross-Functional Delivery | Workflow Automation | Operational Excellence

turn complex business needs into clear operating systems, scalable workflows, and successful launches.

My work sits at the intersection of Operations, Product, Technology, and Customer Experience. I lead initiatives from discovery and requirements gathering through workflow design, cross-functional delivery, system configuration, QA, launch, measurement, and iteration.

Over the past 9+ years, I’ve built and improved operating systems, launched programs and products, redesigned customer experiences, implemented CRM and learning platforms, automated recurring work, and created the playbooks and processes teams need to operate effectively.

Quick Links

Core Capabilities

Implementation & Delivery

• End-to-end implementation
• Requirements gathering
• Project planning and timelines
• Risk and dependency management
• QA/UAT and launch readiness

Systems & Data

• CRM and LMS implementation
• Workflow automation
• Access and provisioning models
• Reporting and dashboards
• Data governance

Operational Systems & Improvement

• Workflow & process design
• Operating rhythms
• Capacity & workload visibility
• Cross-functional handoffs
• Process improvement

Partner & Team Leadership

• Stakeholder facilitation
• Executive communication
• Playbooks and SOPs
• Team coaching and enablement
• Change adoption

Tools & Platforms

HubSpot • Docebo • Asana • Notion • Jira • Miro • Kajabi • WordPress • Keap • Zapier • Google Workspace • Slack • Zoom • Lucidchart

Featured Projects

Operationalizing a Complex Recurring Delivery System

Overview: Redesigned the operational system supporting a large recurring group-coaching program spanning multiple audiences, calendars, internal teams, and ongoing deliverables.

Challenge: The program was working, but significant recurring coordination happened manually across calendars, Asana, Slack, Google Workspace, and individual team members. This created unnecessary administrative work and made the system harder to scale and hand off.

My Role: POperations & Systems Lead

Approach

• Mapped the existing operating workflow and identified repetitive work, handoff gaps, and failure points
• Clarified ownership and built repeatable Asana workflows
• Implemented subscribable calendars through AddEvent to simplify member access and ongoing calendar management
• Used automation and AI to reduce repetitive administrative work
• Established Google Workspace playbooks and documentation for ongoing execution and handoff
• Used Slack for team communication while keeping actionable work and ownership visible in the project-management system

Tools: Asana, Slack, Google Workspace, AddEvent, AI-assisted workflows

Impact: Reduced recurring Virtual Assistant work by approximately 20 hours per month, decreased manual touchpoints, improved ownership and visibility, and created an operating model that could be handed off and run without depending on one person.

Designing a Scalable Learning & Onboarding System (CTMAP)

Overview: Designed and implemented a scalable onboarding and learning-access experience for a multi-role professional development program.

Challenge: The existing onboarding experience required fragmented manual steps across multiple systems and teams, creating inconsistent access and limited visibility.

My Role: Product Operations and Implementation Lead