Justin Choy
Castle Rock,CO
Summary
Strategy and operations executive with 15 years of experience scaling operating models, leading enterprise escalation functions, and driving executive-level decision-making through data-driven storytelling. Recognized for architecting AI-enabled systems that convert operational failures into durable, scalable fixes, and for building high-performing teams that consistently exceed performance and P&L targets. Trusted cross-functional partner to Product, Engineering, Data Science, Legal, and Trust & Safety leadership on the company's highest-stakes issues.
Overview
14
14
years of professional experience
Work History
Manager, Consumer Strategy and Operations
DoorDash
Tempe, AZ
02.2021 - Current
- Own the strategy, operating model, and end-to-end resolution of DoorDash's most sensitive CEO escalations; the company's highest-visibility issue function.
- Drive AI product strategy, from problem definition and data sourcing through workflow design, evaluation criteria, governance, and adoption measurement; shaping the roadmap for the company's escalation and support tooling.
- Lead and develop a high-performing team that resolves complex escalations and converts case-level failures into scalable improvements across support, policy, product, fraud, and operations.
- Delivered executive Monthly Business Reviews to senior leadership, transforming complex escalation data into clear narratives and actionable remediation plans that informed strategic decisions.
- Built AI-enabled tooling that unifies fragmented signals and data into investigation-ready briefs, cutting manual research time and raising investigation consistency company-wide.
- Built a proprietary AI-driven issue classification and root-cause framework that separates support failures from upstream defects, assigns ownership, and recommends next actions, establishing a scalable source of truth for trend analysis and prioritization.
- Served as primary strategic partner to Product, Engineering, Data Science, Trust & Safety, Fraud, Legal, and Support Operations, securing cross-functional solutions for systemic experience gaps.
- Designed operating mechanisms, leadership readouts, cross-functional working sessions, action tracking, and impact verification that established accountability from investigation to deployment.
Sr. Operations Manager (Google Program)
TTEC
Tempe, AZ
06.2018 - 02.2021
- Owned program P&L, balancing revenue growth, operating costs, and profitability to consistently exceed financial targets and strengthen TTEC’s position as a strategic partner to Google.
- Developed and executed commercial strategies that consistently achieved quarterly and annual growth targets, identifying opportunities to expand revenue and improve sales effectiveness.
- Led sales leaders and frontline teams across Google’s Local Services and Ordering.app programs, establishing performance standards and coaching leadership to enhance accountability across the organization.
- Presented executive business reviews to Google leadership, synthesizing operational, financial, and sales performance into actionable recommendations that directly influenced account priorities.
Manager of Business Development
QuickSpark Financial
Tempe, AZ
04.2017 - 06.2018
- Negotiated and closed B2B Master Service Agreements (MSAs) with executive stakeholders to license technology and financing solutions.
- Led cross-functional teams in rollout of fin-tech financing solutions, enhancing access for growing and established businesses.
- Built and launched sales campaigns, successfully opening new strategic markets.
- Coached Account Managers, resulting in consistent exceeding of closing-rate targets.
Manager of Operations and Business Development
LegalForce Trademarkia Inc.
Mountain View, CA
06.2012 - 02.2017
- Increased average client spend by establishing and leading dedicated client relations sales team focused on long-term partnerships.
- Led inbound and outbound sales teams for the largest visual search engine, driving revenue growth through effective team management.
- Designed and optimized data-driven sales campaigns, analyzing client and market datasets to consistently meet revenue objectives.
- Developed financial models to support strategic sales expansion into new markets, enhancing decision-making for profitability.
- Directed a customer service team to meet KPIs related to SLA, CSAT, and sales conversions.
Skills
- AI Product Strategy & Automation
- Strategy & Operating Model Design
- Insight Generation Through Data Analysis
- Forecasting
- Process Improvement
- Executive Business Reviews
- Cross-Functional Leadership
- Stakeholder & Governance Management
- Performance Management
Timeline
Manager, Consumer Strategy and Operations
DoorDash
02.2021 - Current
Sr. Operations Manager (Google Program)
TTEC
06.2018 - 02.2021
Manager of Business Development
QuickSpark Financial
04.2017 - 06.2018
Manager of Operations and Business Development
LegalForce Trademarkia Inc.
06.2012 - 02.2017