Benjamin Mays
Hendersonville,TN
Summary
Dynamic and results-driven Product Operations Program Manager with over a decade of experience in driving process improvement, team leadership, and cross-functional collaboration. Proven ability to lead strategic initiatives, optimize workflows, and deliver customer-centric solutions. Adept at utilizing data-driven insights to increase efficiency, improve customer experiences, and achieve key organizational objectives.
Overview
11
11
years of professional experience
Work History
Customer Enrollment Manager
Tangelo
02.2023 - Current
- Lead and manage a team of enrollment specialists, ensuring smooth and accurate onboarding of new clients through optimized enrollment processes.
- Reduced onboarding times by 79% using data analysis and customer feedback to continuously refine the enrollment process and increase efficiency.
- Developed and implemented comprehensive enrollment strategies and procedures, achieving 25% improvement in customer acquisition rates and ensuring compliance with regulatory and internal standards.
- Collaborated closely with sales, marketing, and product development teams to align enrollment initiatives with broader organizational goals, driving customer growth and satisfaction.
- Provided leadership during escalated enrollment issues, ensuring prompt resolution and maintaining high levels of customer satisfaction.
- Designed and implemented targeted training programs for enrollment specialists, enhancing team capabilities and improving accuracy and speed in processing applications.
- Fostered a customer-centric culture within the team, emphasizing empathy, patience, and proactive problem-solving to improve customer satisfaction and retention.
- Coordinated cross-functionally with finance, operations, and customer service teams to streamline enrollment processes and address system inefficiencies.
- Prepared and presented regular reports on enrollment performance and trends to senior management, driving data-informed decisions for future strategies.
Product Operations Lead
Lyft
10.2019 - 11.2022
- Directed the strategy and execution of the High-Value Driver Lifecycle program, resulting in 30% improvement in driver hours
- Managed SMS and outbound call campaigns, driving increased driver productivity through experimentation with messaging and user segmentation.
- Partnered with Engineering and Marketing to develop tools and methodologies, allowing messaging campaigns to evolve with the needs of the business.
- Communicated key insights to stakeholders, identifying and resolving driver pain points through data analysis and cross-functional collaboration.
Sr. Outreach Innovation Operations Associate
Lyft
02.2019 - 10.2019
- Led outbound call, SMS, and live chat workflow operations for a team of 32, increasing SLA adherence by 78%.
- Collaborated with analytics teams to track and enhance partner site performance, implementing best practices that improved communication quality.
- Delivered targeted coaching and training to underperforming teams, resulting in significant increases in conversation quality and resolution times.
Driver Growth Operations Associate
Lyft
03.2018 - 01.2019
- Improved customer support efficiency by reducing missed chats by 65% through optimized headcount allocation and process improvements.
- Introduced automated triggers and content optimizations that enhanced chat channel efficiency, boosting driver satisfaction and issue resolution speed.
- Acquired company and program level expertise by performing Driver Growth team initiatives through SMS, live chat, and outbound calls
General Manager
Bakery by Frothy Monkey
09.2016 - 03.2018
- Increased profitability by 73% through the acquisition of new clients and optimizing production and delivery processes.
- Reduced lead times and food costs by streamlining product offerings, while maintaining product quality and customer satisfaction.
- Managed daily financial operations, payroll, and audits, ensuring adherence to lean manufacturing principles.
Literacy Specialist
I Can Read
04.2015 - 03.2016
- Delivered customized literacy programs to students.
- Acted as a key liaison between parents, students, and administration to identify and address educational needs and opportunities for improvement.
ESL Instructor
TOPIA Language School
07.2013 - 03.2015
- Developed and implemented curriculum materials that improved language proficiency for over 400 students.
- Led training for new staff and continuously improved teaching methodologies to enhance learning outcomes.
Education
Bachelor of Science - Business Administration
The University of Alabama
Tuscaloosa, ALSkills
Project Management (Scrum, Agile, Jira)
Strategic Planning & Process Optimization
Cross-functional Collaboration & Leadership
Customer Experience & Journey Mapping
Analytics & Data-driven Decision Making
Google Suite, Workday, Concur, Basic SQL
Timeline
Customer Enrollment Manager
Tangelo
02.2023 - Current
Product Operations Lead
Lyft
10.2019 - 11.2022
Sr. Outreach Innovation Operations Associate
Lyft
02.2019 - 10.2019
Driver Growth Operations Associate
Lyft
03.2018 - 01.2019
General Manager
Bakery by Frothy Monkey
09.2016 - 03.2018
Literacy Specialist
I Can Read
04.2015 - 03.2016
ESL Instructor
TOPIA Language School
07.2013 - 03.2015
Bachelor of Science - Business Administration
The University of Alabama
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