Amanda L. Crocker

First COO for SWIVEL building all strategies from the ground up, transforming buisness outcomes.

• Leadership & Strategy: Directed company-wide product and market strategy, driving revenue growth by 10% in one year (in a shrinking market) through enhanced payment processing capabilities and strategic partnerships.
• Operational and Process Excellence: Oversaw complete revamp of Operations organization and company execution strategies including product and technical teams. Examples include recruiting, human resources and performance management, budgeting, product development lifecycle, cost benefit analysis, marketing, sales and customer acquisition, legal and contracting, payments licensing, etc.
• Compliance & Risk Management: Managed compliance with financial regulations and state licensing, mitigating risks and ensuring adherence to PCI DSS standards, reducing compliance-related incidents by 30%.
  Financial Oversight: Played a pivotal role in budgeting and financial planning, ensuring operational efficiency and maximizing profitability.
• Team Leadership: Led and mentored a diverse team of 120 professionals, fostering a culture of innovation, accountability, and high performance. Developed mission, vision, culture, DE&I, and career training programs.
• Scalability & Growth: Expanding the company’s product and market reach through a strategic acquisition, leading to an increase of 30% in transaction volume.

• Built and led global Payment Operations team responsible for design and execution of customer support for Meta Financial Technologies suite of 35+ products across Meta Family of Apps (FB, IG, WA, etc). This includes 42M+ monthly active payment users, ~700M annual transactions, ~$140B in revenue, and ~10M annual support cases.
• Responsible for globally dispersed team of ~75 FTE and 500 agent staff, built up directly under my leadership over 6 years, which started as team of 4 people.
• Collaborated with many XFN teams to oversee successful launches of vast majority of Meta Financial Technologies payment products across Meta family of apps including Donations, Monetization, Reels, Creator Revenue Products, Meta Pay, Commerce and Marketplace, Fan Funding/Subscriptions, Event Ticketing, etc
• Highly efficient team which averages cost per case of $4 (10X more efficient than most support teams at Meta). Support stack included phone, chat, email. Led creation of ML and AI driven automated support and contextual help which successfully resolved 61% of cases saving Meta over $100M in annual operational costs.
• Responsible for operational compliance of various global payment regulations for all of Meta's money licensing and processing including in EU, Brazil, Ireland, US, etc.
• Known for strong leadership and mentorship across company; Consistent Manager Pulse scores over 90% for full 6 years, turnover rate under 10% y/o/y, led many different resource groups including Pride@ ATX and Women@ North America for Global Ops, represented Meta at Consortium MBA Diversity Recruiting events for 3 years prior to COVID, consistently in top 10 interviewers for Global Ops, and partnered with HR to lead performance process for all of Global Ops for last 4 years.

• Responsible for Global CX PMO strategy across 5 different offices.
• Managed major projects across Customer Experience and lead CX team members towards successful outcomes of strategic objectives such as vendor transition, support tooling improvements, deployment of new service strategies (live chat, bots, etc.),
• Oversaw global customer support product development and partner relationships, enabling footprint expansion into new markets.
• Collaborated with developers various XFN to assess program capabilities, features, and testing demand. Led successful projects to deliver on all identified goals by coordinating and managing all CX and XFN resources.
• Developed all team frameworks for project and program management and training, assisting team members with smaller project implementation as needed.

• Led group of 5 Project Managers on SOWs in OEM Channel Incentives and Pricing Capabilities and Flexibilities Teams at Microsoft.
• Ensured all projects and programs ran smoothly month over month, including engagement with all stakeholders.
• Managed all projects related to UAT testing of quarterly releases for system upgrade and development including business requirements gathering, scope definition, design, engineering, testing and launch of newly released capabilities.
• Led discount program launches around National Academic Pricing and successful launch of Win10.
• Led team of five Project Managers working on SOWs at Microsoft in Invoicing, Pricing Capabilities and Flexibilities, and Discount Program teams.
• PM Champion for Project Manager employees (70+) that included running twice monthly forums, professional growth and development campaigns, training creation and implementation, internal tools expansion and creation, and liaison between Apex staff and ownership.

Project management of cross-departmental core teams, and overall guidance and decision-making regarding assigned projects. Successfully managed portfolio of many different projects concurrently keeping them within budget, scope, and within schedule. Internal ISO 9001 Quality Management System Audit Team Member.