Michelle Guerrera
Brooklyn,NY
Summary
Self-starting leader with extensive Operational experience in early-mid stage organizations. Documented strengths in scaling processes, surpassing KPI targets, structuring successful teams from the ground up, and collaborating cross-functionally with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Vice President of Operations
Mocingbird
06.2024 - Current
- Designed and implemented the first scalable operating model, supporting 40+% increase in customer volume without proportional headcount
- Automation of manual workflows and error reduction using tooling and AI; results: ~100 hours/month in time savings
- Led and operationalized cross-functional initiatives with Product, Engineering, and Sales which reduced customer onboarding time by 50+%
- Developed feedback loops and accountability framework between Ops and Product, increasing Product improvement TAT and boosting customer-driven functionality adds; results: 10 point NPS increase in 2025
- Overhauled customer journey end-to-end and developed a dynamic, customer-centric Customer Success Team, achieving a 96% CSAT (YTD)
- Cultivate strong relationships with partner clients to boost retention and ensure alignment on cross-organizational strategy
- Deliver data-driven forecasting and drive capacity planning processes to ensure delivery teams stay ahead of customer demand
- Maintain P&L and direct financial planning processes, aligning budget allocation to key business objectives
- Drive operational readiness for fundraising rounds, preparing data room materials and operational narratives
Operations Strategy Manager (National, All-Market)
Cityblock Health
02.2024 - Current
- Serve as the organization’s strategic operations partner in planning, implementing, and reporting on the health of marquee programs and initiatives
- Direct cross-functional process improvement efforts to bolster operational efficiency and agility, reduce OpEx, and resolve barriers to operational scalability
- Spearhead efforts to inform cross-functional teams on best-bet quarterly planning investments, focusing on high impact, high value, TCOC reduction initiatives
- Identify potential risks to mission critical business initiatives and develop mitigation plans to minimize impact on project timelines, resourcing, and/or budgets
- Program lead for 2024 member re-engagement initiatives, owning and driving the success of cross-functional planning and implementation efforts
Product Operations & Strategy Manager
Cityblock Health
04.2023 - 02.2024
- Led product-forward initiatives to increase frontline efficiency and streamline member interactions, overseeing a large portfolio of business-critical projects across 6 US markets
- Spearheaded the implementation of a product governance and ceremony structure, ensuring proper stakeholder involvement in decision-making and sign-off for org initiatives
- Defined and tracked key performance indicators related to sprint success and product & workflow adoption, using data findings to inform product and operational strategy
- Led new market implementation and standardization strategy, developing robust cross-walks of contractual requirements against standard suite of product and operational capabilities
US Operations Manager - Strategy & Growth
Babylon Health
05.2022 - 03.2023
- Led planning and execution of marquee programs and initiatives, supporting Operational Excellence initiatives and ensuring continued scalability of US clinical operations
- Developed and adhered to ambitious operational KPIs and SLAs across all US markets (including 300+ clinical staff), maintaining high performance, compliance, and productivity; > 95% adherence to KPIs in 2022-2023
- Advanced the automation and scalability of US markets by scoping and implementing critical systems; LMS, CRM, Ticketing System
- Decreased resourcing needs of operations team by reorganizing personnel and responsibilities; ~30% productivity boost in 2022
- Led cross-functional efforts to align operational plans globally, promoting and championing org consistency
Clinical Operations Lead
Babylon Health
12.2019 - 05.2022
- Operations lead in US launch (Jan 2020): built, scaled, and owned the operational strategy for new market launches
- Developed suite of scalable SOPs for Clinical Operations team and 300+ provider network
- Implemented benchmark KPIs and continuously monitored performance to ensure team alignment with business targets; ramped up to > 90% adherence to KPIs by H2 2020
- Streamlined change management process and clinical information lookup by implementing a national knowledge base and cross-organizational change management request ticketing system
- Managed locum tenens agency partnerships, provider performance escalations, and invoices (2020)
Sr. Operations Associate
Honor Home Care (Honor Technologies)
06.2019 - 11.2019
- Own end-to-end onboarding and escalation communications between clients and caregivers
- Contributed as a key stakeholder to reassessment efforts when caregiver no longer met health needs of client
- Collaborated with key operational stakeholders to streamline client onboarding experience and improve communication channel pain points
Senior Account Executive
Rising Point Solutions
01.2018 - 06.2019
- Cultivated and strengthened relationships with new leads and existing accounts to drive revenue growth and scale BizDev business arm
- Key contributor in the development of scalable practices and data signals to support client progression through CRM
Operations Manager
Ageless Medical
03.2011 - 08.2017
- Managed full facility team of MDs, NPs, and supporting clinical staff
- Developed facility playbook and implemented standardized staff processes, improving efficiency and adherence to benchmark KPIs [96% adherence rate: 2013-2017]
- Created and optimized internal processes to respond to business demands and OpEx improvement
- Assisted with marketing strategy and initiatives to promote patient engagement and retention
Education
Bachelor of Science - Biology & Biochemistry - Magna Cum Laude
Texas State University
San Marcos, TXMaster of Public Health - LOA -
University of Southern California
Los Angeles, CASkills
- Operational Excellence and Scalability (0-1)
- GTM Process Design
- SLA, KPI Development & Performance Management
- Forecasting & Capacity Planning
- Budget & Resource Allocation
- Cross-functional Process Optimization
Timeline
Vice President of Operations
Mocingbird
06.2024 - Current
Operations Strategy Manager (National, All-Market)
Cityblock Health
02.2024 - Current
Product Operations & Strategy Manager
Cityblock Health
04.2023 - 02.2024
US Operations Manager - Strategy & Growth
Babylon Health
05.2022 - 03.2023
Clinical Operations Lead
Babylon Health
12.2019 - 05.2022
Sr. Operations Associate
Honor Home Care (Honor Technologies)
06.2019 - 11.2019
Senior Account Executive
Rising Point Solutions
01.2018 - 06.2019
Operations Manager
Ageless Medical
03.2011 - 08.2017
Bachelor of Science - Biology & Biochemistry - Magna Cum Laude
Texas State University
Master of Public Health - LOA -
University of Southern California