Jessica Katz
Loxahatchee,FL
Summary
Exceptional Process Operations Manager with 8+ years of experience in customer support operations, workflow optimization, and quality assurance. Proven track record of translating frontline insights into scalable processes, building durable training and QA programs, and improving team performance and patient experience. Skilled in cross-functional collaboration, data-driven process improvements, and operational excellence to drive clarity, consistency, and measurable impact in fast-growing healthtech environments. Passionate about designing systems that empower teams and enhance patient care across the full journey.
Overview
9
9
years of professional experience
Work History
Call Center Operations Manager
Lululemon
06.2021 - Current
- Oversee daily operations for a high-volume customer support team, ensuring timely resolution of guest inquiries across multiple communication channels.
- Analyze call center performance metrics including handle time, QA scores, contact drivers, and guest satisfaction trends to identify operational gaps and guide process improvements.
- Identify recurring support issues and partnered with internal teams to address root causes, improving the end-to-end guest experience.
- Built and documented standard operating procedures (SOPs) and workflow documentation to ensure consistent service delivery across the support organization.
- Partner with leadership to strengthen the quality assurance program, supporting scorecard calibration and structured coaching to improve interaction quality.
- Developed onboarding frameworks and knowledge resources that accelerated new agent ramp time and improved service consistency.
- Translate frontline insights and guest feedback into operational recommendations that informed workflow improvements and service strategy.
- Partner cross-functionally with product, operations, and program teams to address systemic service issues and improve upstream processes impacting customer support.
Guest Programs Operations Team Lead
Lululemon
06.2025 - 08.2025
- Optimized end-to-end support processes across multiple guest programs, improving workflow clarity, response consistency, and overall guest experience for high-value customers.
- Analyzed guest engagement trends and frontline feedback to identify operational gaps and implement process improvements that increased program adoption and satisfaction.
- Partnered cross-functionally with Loyalty, Marketing, Legal, Sustainability, E-Commerce, and Operations to streamline workflows, align processes, and improve cross-team communication impacting the guest journey.
- Implemented structured coaching, performance management practices, and quality assurance score cards thus improving team effectiveness and ensuring consistent service quality across programs.
- Translated guest insights and operational priorities into scalable documentation, process updates, and enablement resources that informed future program strategy and execution.
- Oversaw problem resolution to address barriers to operational efficiency.
Operations Specialist
Lululemon
04.2025 - 06.2025
- Designed and implemented a partner playbook and training framework for outsourced customer support teams, enabling consistent workflows, stronger product knowledge, and higher-quality guest interactions.
- Monitored QA and guest experience metrics to evaluate partner performance, identify service trends, and drive operational improvements aligned with brand service standards.
- Built scalable documentation and training materials that enabled external support partners to deliver consistent service aligned with internal operational standards.
- Developed standardized product documentation and visual guidelines that improved online clarity and reduced guest confusion, enhancing the digital customer support journey.
- Partnered cross-functionally with Product Team, E-Commerce, Operations, and Sustainability teams to streamline workflows, improve knowledge resources, and reduce process ambiguity impacting both internal teams and support partners.
- Improved operational scalability of the sustainability program by developing standardized product catalog processes for third-party vendors, increasing sorting accuracy and reducing operational friction across fulfillment and support teams.
Operations Manager, VIP Personal Shopping
Lululemon
01.2024 - 04.2025
- Analyzed guest engagement and program performance metrics to inform operational improvements, contributing to $1.08M in revenue, +37% YoY guest spend, and +10% AOV across 1,550 VIP guests.
- Developed operational enablement tools including QA scorecards, standardized communication templates, and SOPs, improving workflow clarity, response consistency, and team effectiveness.
- Monitored service quality trends and guest feedback to identify workflow gaps and implement continuous improvement initiatives.
- Supported the full talent lifecycle including recruiting, hiring, onboarding, and delivery of a two-week virtual training program to ensure new team members were equipped to deliver consistent service standards.
- Led performance strategy and coaching for entire team providing structured 1:1 feedback, shadowing, and documented coaching to improve service quality and team performance.
- Oversaw daily service operations including guest intake, relationship management, follow-up, and opt-out processes to ensure consistent and high-quality guest experiences across the program.
- Partnered cross-functionally with Membership & Loyalty, People & Culture, Legal, Strategy Enablement, Store Leadership, and Resolutions to refine workflows and scale the program toward a North America launch.
- Led the pilot and expansion of lululemon’s Personal Shopping and Clienteling program by designing operational workflows and service standards aligned with pilot KPIs and elevated guest experience expectations.
Store Business Lead
Lululemon
06.2017 - 06.2021
- Led multi-location team operations, overseeing workforce planning, service delivery, and team performance while maintaining a high standard of customer experience.
- Executed large-scale seasonal hiring and onboarding strategy, recruiting and training 63 employees while implementing structured onboarding processes that improved retention and performance of top talent.
- Delivered weekly and monthly operational reviews analyzing performance metrics and frontline insights to guide service strategy and continuous improvement initiatives.
- Designed scalable onboarding, leadership development, and succession planning programs to strengthen operational consistency, accelerate team readiness, and support long-term organizational growth.
Education
Bachelor of Science - Equine Science And Training
Delaware Valley University
Doylestown, PASkills
- Customer Support Operations
- Call Center Operations
- Workflow Design & Process Optimization
- Quality Assurance (QA) Program Management
- Support Metrics & Performance Analysis
- Training & Enablement Program Development
- Knowledge Base & Process Documentation
- Cross-Functional Operations Leadership
- Continuous Improvement & Operational Excellence
- Team Leadership & Performance Coaching
- Customer Experience Strategy
- Change Management & Process Adoption
Timeline
Guest Programs Operations Team Lead
Lululemon
06.2025 - 08.2025
Operations Specialist
Lululemon
04.2025 - 06.2025
Operations Manager, VIP Personal Shopping
Lululemon
01.2024 - 04.2025
Call Center Operations Manager
Lululemon
06.2021 - Current
Store Business Lead
Lululemon
06.2017 - 06.2021
Bachelor of Science - Equine Science And Training
Delaware Valley University