Director of Operations and Delivery
Applause
New York
05.2021 - Current
- Manage the AI/ML product development lifecycle of Meta Reality Lab’s Multimodal LLM models, prioritizing comprehensive testing and enhancing fine-tuning efficiency
- Orchestrated integration of sales, marketing, operations, and customer success to develop operational revenue strategies, yielding triple revenue growth in three years
- Led cross-functional teams to overhaul Applause's product offerings based on customer feedback, resulting in a 30% increase in cross-selling, 20% in up-selling, and contributing to the rise in CSAT scores above 90%
- Developed data-driven performance metrics to track key revenue operation KPIs such as ARR growth, CAC ratio, and churn rate, enabling real-time decision-making that contributed to a 35% increase in ROI for all marketing campaigns
- Crafted interactive dashboards to monitor global Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs), leading to a 50% boost in productivity and a 90% reduction in turnover across all locations
- Awarded the prestigious Chairman's Award for revamping a high-defect, negative-margin program into the 'Gold Standard' for AI device testing, leading to substantial quality enhancements and financial recovery
