Kristen Cookro
Columbus
Summary
Dynamic executive leader with a strong foundation in product management, operations, and strategic execution across both non-profit and for-profit sectors. Proven track record of guiding high-performing teams, delivering innovative products, and implementing operational improvements that drive measurable growth. Adept at managing cross-functional initiatives from concept to launch, streamlining processes, and enhancing efficiency. Recognized for fostering collaborative, results-driven environments and translating vision into actionable, impactful outcomes.
Overview
14
14
years of professional experience
Work History
Director, Besa Platform
Besa Community Inc.
03.2021 - Current
- Lead product performance and platform advancement, overseeing the product roadmap creation and execution to ensure alignment with Besa’s strategic initiatives.
- Grew the platform's user database from 15,175 in 2021 to 26,864 by December 2024, driving a 77% increase in user accounts and engagement through targeted focus groups with stakeholders and volunteers to inform strategic platform improvements.
- Designed and implemented a streamlined onboarding process that reduced client onboarding time from 8 weeks to 3, enabling my team to build stronger partnerships and ensure clients are engaged, informed, and maximizing the value they receive.
- Established and led a team and process to efficiently resolve over 250 user issues and platform inquiries, leveraging live chat and ticketing software to streamline troubleshooting and enhance support response times.
- Joined the executive leadership team in May 2024, where I provide strategic guidance on platform and technology-related challenges, as well as key leadership support across all organizational issues brought to the group.
- Provide regular updates to the team on milestones, client successes, risks, and opportunities, while leading and coordinating monthly sprints to ensure alignment and progress. Partner with leadership to secure buy-in on key initiatives and ensure successful execution by managing project tasks, timelines, and deliverables.
Promise Manager
Promise
04.2019 - 03.2021
- Managed a portfolio of 12 clients utilizing Promise Software and crafted a feedback loop process that ensured customers’ needs were met while furthering their philanthropic goals by monitoring, tracking, and managing project tasks, timelines, and milestones.
- Partnered with the CEO and CTO by driving the overall vision of Promise and communicated NorthStar goals to stakeholders culminating in the release of Impact.besa.org and subsequent migrations of Promise clients to unlock additional community and client value.
- Successfully onboarded 4 new clients utilizing training processes and materials I created to enhance programs and ensure partners got the most out of the system.
- Implemented a historical data migration process allowing the customer to get a full view of their giving over time while utilizing the system.
- Identified and supported implementation of new enhancements while partnering with civic engagement, marketing, UX/UI and web design teams.
- Managed the evolution of Promise by anticipating client needs, setting and managing expectations, and collaborating with the CTO to design, configure and put ideas into action.
Product Analyst for Content Management System & Digital Asset Management System
L Brands
08.2016 - 03.2019
- Worked with stakeholders from the business to write 163 stories mapping out key functionalities and details for the new CMS while providing recommendations to balance time and scope.
- Groomed and prioritized associated stories with vendors and in-house technology teams to ensure all tickets had the appropriate level of detail and statuses. Pulled the stories in to the appropriate sprints based on dependencies and key deliverables that needed to be met across the digital platform.
- Identified and escalated solutions and callouts for cycle issues, risks and action items after development tasks were completed and QA’d in dev, proofing and production environments.
- Managed 3 rounds of User Acceptance Testing with partners and logged appropriate improvement and bug tickets to improve the experience and gain stakeholder sign-off of developed solutions.
- Created training courses and Visio flows for each business unit and worked with UX and Change Management lead to ensure all process documentation was streamlined for each group.
- Trained users on the tool using above documentation while noting any improvement requests and bugs identified during training.
Commerce Operations Analyst
Commerce Operations Analyst
08.2014 - 08.2016
- Managed and supported day-to-day business operations of https://www.victoriassecret.com focusing on the execution of daily site updates and 26 full web window launches, concentrating on execution and perfection of offer copy and creative visual cues with accompanying text.
- Partnered with Web Merchants, Creative Services, IT, Web Coordination, Marketing, Planning, Finance, Customer Care Center and Distribution Center teams to best determine the design and technical scope of projects, ensuring web deliverables and deadlines are met.
- Supported technical enhancements through the development and implementation of project documentation - web briefs, timelines, statements of work, and hind-sighting.
- Assisted in user acceptance testing, QA, and troubleshooting for all new site functionality, projects and defect resolution.
- Served as subject matter expert and managed on-site keyword search via Adobe Search & Promote Software to ensure data-driven visitor preferences to boost offer results and merchandising initiatives.
- Led site A/B testing by partnering with Marketing, Analytics and Creative teams to develop scope and plan for testing initiatives.
Site Operations Coordinator
Site Operations Coordinator
10.2011 - 08.2014
Education
Bachelor of Arts -
Ohio State University
Columbus, Ohio06.2009
Skills
- Product Management & Platform Strategy
- Stakeholder & Client Relationship Management
- Data-Driven Decision Making
- Project & Program Management
- Cross-Functional Team Leadership & Collaboration
- Strategic Planning & Organizational Leadership
- Process Improvement & Optimization
- Community Engagement & Impact Strategy
- Executive Leadership Collaboration
- EOS Traction Implementation
- JIRA, Confluence, Hubspot, Asana, Mondaycom, Google Suite, WordPress
- Proficient in Mac and Windows operating systems
- Digital Image Editing
- Relationship Building
- Strategic Planning
- Decision-making
- People Management
- Operations Management
- Employee Development
- Goal Setting
- Budget Control
- Change Management
- Issues Resolution
- Contract and Vendor Management
- Legal and Regulatory Compliance
- Corporate Social Responsibility
- Company Guidelines
- Information Technology Management
- Problem-solving
- Leadership Development
- Coaching and Mentoring
- Process Improvement
- Customer service
- Performance Evaluation and Monitoring
Timeline
Director, Besa Platform
Besa Community Inc.
03.2021 - Current
Promise Manager
Promise
04.2019 - 03.2021
Product Analyst for Content Management System & Digital Asset Management System
L Brands
08.2016 - 03.2019
Commerce Operations Analyst
Commerce Operations Analyst
08.2014 - 08.2016
Site Operations Coordinator
Site Operations Coordinator
10.2011 - 08.2014
Bachelor of Arts -
Ohio State University
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