Summary
Overview
Work History
Education
Skills
References
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Liz van Hoek

Liz van Hoek

Dallas,Texas

Summary

Strategic thinker and people-oriented leader with the skills and experience to drive operational success. Delivers measurable results and leverages data to track performance, make informed decisions, and take action. Eager to build intuitive systems, relentlessly improve process, and scale solutions. Known for collaborative approach and leading effective teams by building trust, cultivating growth mindsets, and influencing cross-functional coordination and cohesion.

Overview

3
3

Years of Executive Strategy and Organizational Leadership

10
10

Years of Operations and Process Improvement

12
12

Years at Start-Up/Rapid-Growth Tech Companies

14
14

Years of Management and People Operations

Work History

DIRECTOR OF OPERATIONS

KARMA JACK DIGITAL MARKETING AGENCY
Detroit, MI
08.2022 - 08.2023
  • Designed and implemented new workflows with automation, improved cross-functional coordination, increased accountability and visibility, and leveraged a strong tech stack to achieve a 40% reduction in task turnaround time and a 75% reduction in past-due tasks.
  • Scaled agency-wide operations including key improvements to client services, supporting 20% growth in client acquisition and an average client retention rate of 94% over a 12-month period, with a 32% increase in average monthly retainer revenue per client.
  • Led and developed a team of 6 direct reports plus 3 managers and their teams, overseeing the work of people managers, project coordinators, SEO and paid ad specialists, content creators, copywriters, and web developers.
  • Developed and implemented a comprehensive People Ops program, including a formal employee handbook, job descriptions with role and salary leveling, multi-level quarterly goal setting, performance rubrics, a 360 annual review process, professional development, career pathing, refreshed core values, onboarding materials and training decks, and cadenced internal communications.

SENIOR PROGRAM MANAGER

SONDER
San Francisco, CA
03.2022 - 07.2022
  • Owned a special project to secure over $4 million in at-risk revenue from a growing cohort of guests being booked by the Sales teams that were not supported by the existing product and/or eligible to engage in the traditional guest journey while a product solution was estimated to be 12+ months out.
  • Assembled and led a cross-functional task force to identify pain points, measure impact, and develop both temporary and long-term solutions.
  • Optimized and scaled workflows within Asana, and built automations using Zapier to fill gaps in the existing product.
  • Created global SOPs, designed templates, and established internal SLAs and Rules of Engagement to improve consistency and accuracy across all necessary manual processes.
  • Improved intake process and worked closely with Sales Ops and Guest Services to proactively manage these high lifetime value guests.
  • Influenced department priorities and coordinated roadmaps across Product, Sales, Market Operations, and Guest Services to expedite long-term solutions, reducing the forecasted resolution timeline from 14 months to 8 months.

SENIOR OPERATIONS MANAGER

SONDER
Dallas-Fort Worth Metroplex, TX
08.2019 - 07.2020
  • Managed all back- and front-of-house logistics, including supplies and equipment, staffing, and infrastructure to scale operations regionally from 30 units to over 200 within a 6-month time period.
  • Built strong relationships with vendors, property managers, maintenance workers, and more, plus negotiated new linen and housekeeping contracts, reducing costs by 12%.
  • Efficiently and effectively operated through the pandemic with the highest volume of bookings of any market, while keeping operating costs in the bottom 15% of the company.
  • Drafted and implemented SOPs that were adopted org-wide, led data integrity audits across markets, and collaborated on numerous special projects that improved guest experience and operational efficiency, including Contactless Check-in, Task Dashboard, and In-app Market Guides.

REGIONAL OPERATIONS MANAGER

CAVIAR (SQUARE INC)
Dallas, TX
09.2016 - 07.2019
  • Led a cross-functional team to identify, onboard, and maintain a segment of couriers equipped to handle high-value, oversized orders, opening a new business vertical focused on workplace lunches and group orders. Built and maintained data tables, dashboards, and reporting for the program across the entire organization.
  • Developed and piloted a new incentive initiative, then implemented it across the entire organization to drive average delivery times down by 12%, and lower average courier cost per order by up to 40% in some markets, while increasing income for active couriers.
  • Managed full operational transition during acquisition of local competitor in Fort Worth, resulting in 50% gross order value growth YoY.
  • Grew local market share by 4x and launched several new and adjacent service regions.

REGIONAL MANAGER - RECRUITMENT & ONBOARDING

FAVOR DELIVERY
Dallas, TX
02.2014 - 09.2016
  • Significantly improved applicant processing, communication, scheduling, and training materials - increased applicant conversion rate from 5.75% to 25% over the first 6 months, flipped supply constraints into saturation across multiple markets.
  • Developed numerous strategies and processes that were adopted and codified company-wide.
  • Coordinated multiple recruitment and onboarding SaaS migrations.
  • Continuously improved recruitment and onboarding flow for scalability and efficiency, allowing for steady local supply growth with reduced overhead during market expansions. Grew region by over 500%, and expanded from 1 to 7 local markets.

Education

Bachelor of Arts (B.A.), Interdisciplinary Studies -

Texas Tech University
Lubbock, TX

Skills

  • Process Improvement & Implementation
  • Strategic Planning
  • Program Management
  • Operational Efficiency & Growth
  • Data Analysis & Reporting
  • Performance Analysis
  • Team Leadership
  • Training & Development
  • Teamwork & Collaboration
  • Change Management
  • Cross-Org Influence
  • Technical Acumen
  • Business Development
  • Adaptability & Flexibility
  • Quantitative Decision-Making
  • Relationship Building

References

  • ELIZABETH MARTYN | Director of Service Strategy & Implementation, Sonder - "Liz possesses a keen ability to wrap her mind around a complicated or unclear process and bring intuitive and logical standard operating procedures to life. Her warm approach and passion for teamwork and doing the right thing naturally help her to eliminate barriers and work effectively on cross-functional teams."
  • JD MODRAK | Senior Operations Manager, Sonder - "Liz is a hyper organized, trustworthy and intelligent leader. During her time at Sonder she literally wrote the book on efficiently running a market from a daily communications and best practice perspective, to ensure that the most crucial functions (of which there are too many to count) are communicated, delegated and properly tracked. We literally copied her entire playbook to bring these practices to our market in Minneapolis. One of the truly differentiating factors for Liz vs. her peers was her comfortability in identifying problems, and then her ability to easily utilize our databases to gather and arrange data to create insights. Her ability to pull and model data was easily top 10% among her peers, and benefited my city greatly when Liz designed, implemented and completed a huge data integrity project during her last weeks at Sonder."
  • TOM BEGLEY | Chief of Staff to the COO, Sonder - "Liz excels at bringing structure and strategy into complex and disjointed systems. I was continually impressed by the way she sorted through mountains of information to distill key points and capture necessary details to move projects along. Liz's get-it-done attitude is an incredible benefit to any team lucky enough to have her. Plus, she's a warm, welcoming, and personable colleague."
  • PACE MYRICK | Senior Learning and Development Manager, Sonder- "When I started working with Liz, I was initially impressed with how quickly she could form a relationship. As I continued working with her, I saw her wonderful ability to create an actionable plan, execute those plans and hold stakeholders and other parties accountable. She was a true asset to Sonder."
  • TIM HUMANGIT | Operations Manager, Caviar (Square Inc) - "Liz is an awesome thought partner and deep thinker- she's always up for collaborating and readily invests her time to develop solutions for complex problems that contribute to team and organizational goals. I loved working with her at Square because of the level of rigor and creativity she brings to every task or project she's involved with- she's the best at brainstorming (probably one of the best I've seen in my career)!"
  • ELIZABETH ESHELMAN | Regional Operations Manager, Favor Delivery - "Liz is a perceptive and creative thinker, often finding needs before they are noticed by other team members. She's quick not only to learn but to master any system you put before her."
  • MICHAEL MOORE | Product Manager, Favor Delivery- "Liz is a delight to work with. A person with fantastic attention to detail, Liz's work always exceeds expectations. If you are looking for someone that interfaces well with clients, customers, and everyone else, Liz is the person you want. She's a wonderful presenter and communicator. She commands attention when speaking to groups, clearly conveying her ideas and thoughts to those listening."

Quote

Everyone you will ever meet knows something you don’t.
Bill Nye, the Science Guy
Liz van Hoek