Senior operational leader with extensive experience scaling early-stage startups, building and managing high-performing teams, and driving organizational effectiveness. Proven track record of implementing company-wide initiatives, developing systematic processes, and serving as a strategic partner to founders and executive teams. Expertise in people operations, customer experience, and operational excellence. Experience as a founding team member of an early stage startup.
Hi, I’m
Brittany Nickell
New York,NY
Summary
Overview
5
years of professional experience
Work History
Dover
Director of Operations
11.2019 - Current
Job overview
- Served as strategic partner to founders and leadership team, managing cross-functional initiatives and driving organizational effectiveness.
- Architected and implemented comprehensive HR systems and people operations processes for early to mid-stage startups.
- Lead end-to-end employee experience initiatives including onboarding, compensation reviews, and performance management.
- Spearheaded company culture initiatives including offsite planning, all-hands meetings, and employee engagement programs.
- Managed and scaled multiple contractor teams while maintaining high performance and engagement metrics.
- Designed and implemented customer onboarding frameworks and operational playbooks used across the organization.
Dover
Product Support Team Lead
03.2020 - 10.2021
Job overview
- Founded and scaled support organization from 1 to 17 team members while maintaining 95%+ CSAT scores.
- Established support vision, mission, and success metrics that drove operational excellence.
- Achieved consistent sub-3-minute response times through strategic process optimization.
- Developed comprehensive support playbooks and training materials for rapid team scaling.
- Provided support for internal employees and external users through multichannel support of Slack, chat and email.
Dover
Operations Team Lead
11.2019 - 03.2020
Job overview
- Built and led 15-person customer success and technical support teams.
- Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
- Managed complex projects across product and customer success with multiple deadlines and key stakeholders, ensuring all objectives were met successfully.
- Designed and implemented scalable operational processes to support rapid customer and team growth.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
- Created internal workflows and systems to enhance team efficiency and customer satisfaction.
Dover
Operations
09.2019 - 11.2019
Job overview
- Established foundational operational processes as first employee hire.
- Managed high-volume candidate communications and scheduling across hundreds of customers.
- Developed standard operating procedures and playbooks for team operations.
Education
Manhattan School of MusicNew York City
Master of Music from Opera
04-2016
University Overview
Jacksonville UniversityJacksonville, FL
Bachelor of Music from Opera
04-2013
University Overview
Skills
- Strategic Planning & Execution
- Team Building & Leadership
- Process Design & Implementation
- Change Management
- Stakeholder Management
- Employee Experience & Engagement
- Cross-functional Collaboration
- Project Management
- Operational Excellence
- People Operations
- Customer Success
- Organizational Development
Timeline
Product Support Team Lead
Dover
03.2020 - 10.2021
Director of Operations
Dover
11.2019 - Current
Operations Team Lead
Dover
11.2019 - 03.2020
Operations
Dover
09.2019 - 11.2019
Manhattan School of Music
Master of Music from Opera
Jacksonville University
Bachelor of Music from Opera
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