Laura Bach-y-Rita
Operations Expert- UX Certified
Madison,WI
Summary
Experienced operations leader with 15+ years of expertise in e-commerce and media industries. Skilled in scaling global operations, fostering cross-functional collaboration, and utilizing user-centered insights to drive product strategy. Adept at optimizing processes, managing stakeholders, and leveraging data to improve team performance and customer outcomes. Committed to achieving measurable results through a strong focus on collaboration, adaptability, and continuous improvement. Recognized for reliability and flexibility in dynamic environments. Proficient in data analysis, resource allocation, and driving continuous improvement efforts.
Overview
17
17
years of professional experience
4029
4029
years of post-secondary education
3
3
Languages
Work History
Operations, Strategy & UX
Freelance
09.2021 - Current
- Conducted UX research and heuristic evaluations to inform product strategies for startups, including LocalArena Tix and an international peer-to-peer marketplace looking to enter the US market
- Designed and analyzed surveys to uncover user pain points, delivering actionable recommendations for product and market fit
- Managed recruiting and operational strategies for e-commerce clients, including hiring initiatives and onboarding processes
Director of Global Operations & Partnerships
Revival Rugs
01.2018 - 09.2021
- Oversaw global operations, customer experience, HR, and partnerships for a fast-growing e-commerce home goods brand.
- Managed end-to-end implementation of various software systems to support Revival's growth. This included identifying operational needs warranting investment in third party tools, training, staffing, oversight, and alignment with company OKRs. Examples of tools implemented: inventory management software (TradeGecko), Social Media and Affiliate Partnership Management Software (Grin), HR management software (Trinet), Customer Experience (Gladly).
- Built HR policies for a global workforce, including parental leave and a global PTO policy, ensuring compliance and employee satisfaction.
- Improved project efficiency with strategic planning, resource allocation, and time management practices; managed various global projects, leveraging tools such as Asana to effectively align timelines and responsibilities for globally dispersed and cross-functional teams across global offices to effectively manage shipments, inventory photoshoots, website content creation, CX concerns, and website updates.
- Led strategic initiatives contributed to the company''s overall growth strategy and market reach. For example, secured key partnerships in the b2b space by over 300% in the first year by identifying unique market fit and closing deals with partners such as Target, Urban Outfitters, Huckberry, United by Blue and boutique hotel groups.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas. Leveraged tools such as slack and open idea sessions across teams.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization by sourcing data, creating reporting around cx and return trends, sales trends, b2b partnership strategies, and identified user pain points. Presented findings to leadership, including during all hands meetings to facilitate strategy.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations. For example, implemented an "error report" review process that allowed Revival to identify and prioritize operational errors, resulting in lowered return & 3PL costs and improved customer satisfaction, internal operations, UX and 3PL operations.
Global Operations Supervisor
Carat (Dentsu Aegis)
08.2016 - 09.2018
- Streamlined global operations for a $1 billion client portfolio, ensuring compliance with Microsoft’s complex reporting requirements
- Managed cross-functional teams across 60+ global markets to deliver client initiatives, aligning operations with strategic objectives
- Developed onboarding and training programs for new hires, increasing team efficiency and consistency
- Led communication between client, agency leadership, and global teams, optimizing processes and resolving escalations
Global Operations & Account Manager
Orion Trading (IPG)
01.2008 - 08.2014
- Directed operations and strategy for international offices in 10 countries, with a 16-month assignment in Paris to build and scale a new office
- Negotiated and managed barter media contracts with clients such as Norwegian Cruise Lines and American Airlines, increasing media investment revenue from $1M to $20M within 3 years
- Planned global summits and developed training programs to enhance collaboration and operational alignment
Education
UX Design Certificate -
Cornell University
08-2023
Bachelor of Arts - International Studies
University of Wisconsin-Madison
05-2005
Skills
Process Optimization
Workflow Scaling
Strategic Planning
OKR Alignment
Cross-Functional Collaboration
Data-Driven Insights
User-Centered Design
Heuristic Evaluation
Survey Design
Qualitative research
Product launches
Sales support
Business analysis
Customer service
Problem-solving
Operations management
Team collaboration
Project management
Shipping and receiving
Product roadmapping
User empathy
Affinity diagramming
Quantitative and qualitative analysis
Usability testing
Client relationships
Best practices implementation
Work Planning and Prioritization
Issue resolution
Requirements gathering
Sales strategy
Trend analysis
Project Management tools: Asana/Trello/Airtable
Survey Design Tools: Qualtrics/ Survey Monkey
CRM Tools: Salesforce/ Hubspot
Google Suite/ Microsoft Suite
Volunteering & Awards
- UX Research Volunteer, Third Act, 2022: Performed a heuristic evaluation to identify website optimization opportunities focused on increasing desired user actions supporting Third Act activist initiatives and campaigns
- IPG SOMOS Co-Chair 2012-2014, NY/IPG MERGE Achievement Award, 2013: I was recognized for my work as the co-chair of the SOMOS Hispanic business resource group through which I we planned company-wide lunch and learns with leadership, invited guest speakers to educate staff about the Hispanic demographic within media and related opportunities, promoted collaboration across agencies through networking events and volunteer opportunities.
- Wisconsin Alumni Association, Paris, France, 2010-2012: Reviewed scholarship applications and worked with fellow volunteers to award UW student grants for projects in France and supported them through networking events upon arrival.
- Managing Director, Imagine Science Film Festival, NY, 2008-2010: Participated in the successful launch of Imagine Science Films, a film festival that continues to thrive. I informed the film festival's direction and growth as a board member, established the non-profit’s incorporation as a 501(c)(3), worked with the founders to plan the film festival events at various sites around NYC, provided on-site support during events, and managed the initial mailing list and community engagement and fundraising communications.
Timeline
Operations, Strategy & UX
Freelance
09.2021 - Current
Director of Global Operations & Partnerships
Revival Rugs
01.2018 - 09.2021
Global Operations Supervisor
Carat (Dentsu Aegis)
08.2016 - 09.2018
Global Operations & Account Manager
Orion Trading (IPG)
01.2008 - 08.2014
UX Design Certificate -
Cornell University
Bachelor of Arts - International Studies
University of Wisconsin-Madison