Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittany Scaife

New Castle

Summary

Results-driven Project Manager with 8+ years of experience leading cross-functional teams and delivering technical solutions in fast-paced environments. Proven track record of managing complex implementations, from system consolidations to QA process development, while maintaining stakeholder alignment and driving customer success outcomes. Expertise in utility rate data, customer operations, and change management with strong analytical and problem-solving capabilities.

Overview

14
14
years of professional experience

Work History

Manager, Customer Success Operations

Arcadia
10.2024 - Current
  • Lead and manage technical solution engineers and broader support teams, driving initiatives that enhance customer engagement and align delivery outcomes with commercial goals.
  • Manage resource allocation across multiple concurrent initiatives, optimizing team capacity and delivery efficiency.
  • Foster cross-functional collaboration across Sales, Engineering, and Data teams to scale operational delivery and improve customer retention.
  • Spearheaded the end-to-end implementation of a scalable QA process and tooling, improving support interactions and increasing customer satisfaction.
  • Led the successful consolidation and rebranding of multiple Zendesk instances, streamlining customer support operations and reinforcing brand consistency.
  • Act as the primary US point of contact for customer escalations, managing resolution efforts and maintaining high customer satisfaction.
  • Developed and applied deep expertise in utility tariff structures and rate modeling within Signal and Switch platforms to support data accuracy, and custom solution delivery.

Team Lead, Customer Support

Arcadia
10.2022 - 10.2024
  • Worked with support team and cross-functionally with DataOps and engineering teams to escalate and prioritize support tickets
  • Implemented and maintained a knowledge management system (e.g., Guru) to streamline internal support resources and drive team self-sufficiency.
  • Created training programs and assessments that accelerated agent ramp-up time and improved accuracy in customer interactions for existing agents

Sr Anaylst, Customer Support

Arcadia (Previously Genability)
07.2020 - 10.2022
  • Provided front-line technical support for Genability’s energy pricing APIs, working with business-to-business partners and enterprise clients on tariff modeling and data accuracy.
  • Played key role in pre-acquisition transition planning and documentation for Arcadia’s acquisition.

Specialist, Business Consulting

Nationwide
08.2011 - 09.2018
  • Led end-to-end project management of system enhancements, overseeing requirements gathering, milestone tracking, stakeholder communications, user acceptance testing (UAT), and training rollout to ensure successful adoption and business alignment.
  • Facilitated cross-functional collaboration between business units and 3rd party software developers on technical projects, proactively managing communication and expectations to deliver results aligned with business goals.
  • Led initiatives that enhanced system usability and reduced operational overhead across underwriting workflows.

Education

Associate in Underwriting -

The Institutes

Associate in Insurance -

The Institutes

Skills

  • Cross-Functional Project Management
  • Customer Success
  • Energy Tariff Analysis
  • Utility Data Modeling
  • Quality Assurance Program Development
  • Global Team Leadership
  • Stakeholder Engagement
  • Customer Support Systems
  • Business Process Optimization
  • Change Management
  • Salesforce
  • Zendesk
  • Zoho
  • JIRA
  • Confluence
  • Agile/Scrum
  • Waterfall

Timeline

Manager, Customer Success Operations

Arcadia
10.2024 - Current

Team Lead, Customer Support

Arcadia
10.2022 - 10.2024

Sr Anaylst, Customer Support

Arcadia (Previously Genability)
07.2020 - 10.2022

Specialist, Business Consulting

Nationwide
08.2011 - 09.2018

Associate in Underwriting -

The Institutes

Associate in Insurance -

The Institutes

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