Heidi Kidder

• Collaborate directly with Service Providers and internal partners to support data product teams in setting business goals and strategies.
• Act as the primary point of contact for vendor engagement, ensuring alignment with business objectives.
• Work closely with the Global Data Sourcing Office (GDSO) to define success measures, scopes of work, and key service levels for governance documentation.
• Partner with Business Analytics team to develop and implement reporting mechanisms for ongoing operational monitoring and control.
• Advise on strategic sourcing options to optimize operations and enhance efficiency.
• Maintain regular communication with external providers and internal stakeholders to ensure alignment and address operational needs.
• Develop outsourcing strategies in collaboration with data product teams and GDSO to achieve business objectives effectively.
• Communicate results and share reporting with cross-functional teams to drive alignment and accountability.
• Identify and escalate production issues related to vendors, ensuring timely resolution and minimal impact on operations.
• Collaborate with CFO and GDSO on staffing changes and new initiatives to support operational goals.

• Experienced in devising processes to drive long-term business success and elevate profitability. Skilled in architecting solutions by configuring and updating tools to support project outcomes, maintaining a robust understanding of relevant tools and systems. Proven track record in mitigating operational risks and leveraging data to forecast performance trends effectively.
• Developed and nurtured strong relationships with lending partners and vendors, enhancing collaboration and operational efficiency. Implemented process improvements to foster an adaptive organizational culture, optimizing procedures for heightened efficiency and sustained growth.
• Demonstrated success in developing and executing strategies to enhance customer satisfaction, ensuring alignment with organizational goals. Proficient in analyzing and presenting key performance metrics to senior management, driving informed decision-making.
• Led and mentored Products Analysts, ensuring adherence to company policies and procedures while overseeing hiring, onboarding, and training initiatives to meet evolving business needs. Guided team members to consistently achieve high productivity and performance metrics.

OPERATIONS LEAD: FACEBOOK ADVERTISING - TECHNICAL SUPPORT TEAM

• Built and optimized a high-performing technical/product support team through strategic hiring, coaching, development, and performance management initiatives. Managed diverse roles including Team Leads, Training Leads, Subject Matter Experts, and Reporting Analysts to ensure cohesive team dynamics and achievement of performance goals.
• Developed, maintained, and nurtured partnerships with key client contacts to enhance business relationships and drive client satisfaction.
• Provided comprehensive performance reporting to Accenture and Facebook management, ensuring contract requirements such as response times, quality standards, escalations, and customer satisfaction metrics were consistently met.
• Led the resolution of escalated client issues, effectively communicating significant concerns to management for prompt resolution. Implemented strategies to enhance operational processes and policies in alignment with client objectives.
• Collaborated closely with Facebook's Data team to conceptualize and develop metrics dashboards and reporting tools, leveraging insights from data analysis to manage and optimize key performance indicators (KPIs) relevant to team objectives.
• Facilitated knowledge sharing and collaboration with Facebook's Vendor Management Team and Advertising Product Specialists, integrating customer insights to drive operational efficiencies and client satisfaction.
• Ensured robust operational and financial management through proactive forecasting, invoicing processes, and regular reviews of Client Data Protection controls. Upheld team training compliance and operational standards to maintain effective service delivery.

Team Lead: Google Play Dev Ops and Appeals (8 months)

• Ensured adherence to Accenture and Google's policies and procedures, fostering a positive work environment conducive to team success. Developed action plans to swiftly address escalations and conducted performance and quality standard reviews to align outcomes with client expectations.
• Managed and optimized KPIs including utilization, efficiency, customer satisfaction (CSAT), turnaround time, first response time, and first response resolution rate. Conducted in-depth analyses to uncover business trends and drive actionable insights.

• Led a team of 250 Voicewriters, Scopists, Editors, Data Collection Specialists, Support Engineers, and Auditors. Managed a leadership team including 3 Operations Managers, 2 Workforce Managers, 1 Training Manager, and 1 Quality Assurance Manager.
• Accountable for overseeing Operations, QA, Workforce, and Quality teams, driving organizational improvements and implementing new strategies to enhance performance.
• Directed service delivery to ensure alignment with evolving financial data research operations, expanding product portfolio, market dynamics, and technological advancements.
• Championed continuous operational improvements and enhanced departmental metrics including quality, productivity, staffing, training, attrition, and costs.
• Focused on maximizing employee satisfaction, development, and performance through strategic goal setting and effective performance management practices.
• Acted as a key liaison with corporate headquarters, translating strategy into actionable goals, achieving performance targets, and safeguarding the company's interests.
• Collaborated closely with the head office-based technology team to develop, implement, and refine workflow processes, optimizing efficiency and effectiveness.
• Drove the evolution of the department's data collection processes, aligning them with user needs and advancing organizational growth objectives.

• Led and managed a team of 250 Fraud Recovery Researchers/Inbound Associates and Fraud Prevention Analysts/Outbound Associates. Provided leadership to 3 Production Managers, ensuring effective team performance and operational excellence.
• Managed, coordinated, and maintained operations activities for Fraud Prevention Outbound and Fraud Recovery departments, ensuring adherence to organizational objectives and regulatory requirements.
• Played a key role in formulating, recommending, and implementing operations policies. Directed the study and establishment of new systems, procedures, methods, and forms to enhance operational efficiency and effectiveness.
• Oversaw the performance of shift managers and team managers through regular performance evaluations and competency coaching, including succession planning to cultivate leadership talent.
• Participated actively in management meetings, contributing insights and strategies to drive business objectives forward.
• Proactively troubleshooted and tracked system issues, collaborating cross-functionally to ensure timely resolution and minimal disruption to operations.
• Collaborated with peers across the Bank to develop, enhance, and implement business strategies, leveraging network relationships to achieve departmental goals.
• Partnered with Performance Improvement teams to identify and address training needs, fostering continuous development and skill enhancement within the workgroup.
• Worked closely with Human Resources on recruiting, onboarding, and retention efforts to attract and retain top talent, supporting the long-term success and growth of the team.

• Led a team of 150 Inbound Brokerage Service Associates, Managed Portfolio Traders, and Managed Portfolio Service Associates, overseeing 5 Team Managers, 3 Training Managers, and 3 Quality Assurance Supervisors.
• Developed and implemented operational strategies through needs assessments, capacity planning, and cost/benefit analyses. Established productivity, quality, and customer-service standards, aligning with organizational strategic plans.
• Recommended, established, and enforced policies, processes, and procedures to enhance customer service delivery and operational efficiency.
• Acted as the primary liaison with clients, managing high-impact initiatives to ensure alignment with client expectations and business objectives.
• Directed performance coaching and succession planning for team leaders, fostering talent development and career progression within the organization.
• Utilized trend analysis to diagnose and resolve service failures, proactively improving operational consistency and enhancing customer satisfaction.
• Provided expert telephone consulting services to Financial Advisors, Financial Planners, and clients on brokerage products, systems, and procedures, ensuring accurate and compliant transaction processing.
• Conducted comprehensive US equity research using Reuters and Bloomberg, leveraging insights to support informed decision-making and provide client advisory services.
• Managed resolution of issues related to trades, commissions, margin, documentations/forms, corporate actions, online accounts, account features, certificates, fees, taxes, and account transfers, ensuring adherence to regulatory standards.