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Mary Quigley
Lancaster,PA
Work Preference
Job Search Status
Open to workDesired start date: Flexible
Desired Job Title
Head of Product & Client SuccessHead of Client SuccessDirector of OperationsProduct OwnerHead of OperationsWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Lancaster, PA
Open to relocation: Yes
Minimum Desired Compensation
$120000/yrSummary
Operations and Product leader who builds high-performing teams, scalable systems, and customer-centered organizations. Combines deep warehouse and SaaS expertise with a people-first leadership style to turn operational complexity into repeatable processes, stronger products, and exceptional customer experiences. Known for building functions from the ground up, developing technical teams, and translating frontline insight into business results.
Work History
Head of Product & Client Success
Packiyo
11.2025 - Current
- Promoted into Product leadership after building scalable Client Success operations, expanding ownership across roadmap operations, UAT, release governance, Product documentation, and cross-functional Product/Engineering execution.
- Architected UAT for a major platform rebuild, translating real warehouse workflows into 310 traceable tests across 14 workstreams to improve release confidence and production readiness.
- Identified 20+ defects during early UAT, using findings to strengthen regression standards, delay external testing, and reduce customer-facing release risk.
- Established roadmap governance with structured planning horizons, candidate epics, and clearly defined ownership between Product and Engineering.
- Designed a phased customer pilot using live warehouse workflows, limited cohorts, and structured feedback loops to validate product readiness before broader rollout.
- Strengthened release governance through staged rollouts, feature-toggle strategy, documentation standards, and business/technical go/no-go checkpoints.
- Established a Product documentation function and integration-readiness process, improving Engineering handoffs, testing quality, and cross-functional alignment.
Head of Client Success
Packiyo
10.2023 - 11.2025
- Joined to build operational structure around Client Success, inheriting two offshore Support specialists, no dedicated Onboarding function, and customer response times that could extend several days.
- Built the company's Onboarding function from the ground up, designing the operating model, hiring two specialists with deep warehouse/3PL expertise, and establishing scalable implementation processes.
- Developed Support into a warehouse-domain expert team through industry education, technical coaching, and customer communication training, improving service quality and customer confidence.
- Built a customer-first support culture centered on warehousing expertise, responsiveness, and ownership, helping establish Client Success as one of Packiyo's strongest competitive differentiators.
- Led the migration from Intercom to Zoho Desk and supported the transition to Zoho CRM, redesigning support workflows to improve visibility, reporting, Engineering traceability, and operational decision-making.
- Centralized onboarding operations within Zoho Desk, enabling measurement of SLAs, onboarding cycle times, customer segments, implementation performance, and ideal customer profile (ICP) trends that had previously been impossible to track.
- Designed a four-tier technical Support model with competency, KPI, SLA, and escalation frameworks that improved ownership, coaching, staffing decisions, and Engineering visibility.
- Translated Support and Onboarding data into Product intelligence, using customer patterns, operational evidence, and implementation feedback to influence roadmap prioritization, release readiness, and Engineering investment.
Operations Manager, Wholesale & EDI
Brandfox 3PL
Middletown, USA
05.2022 - 10.2023
- Directed B2B fulfillment operations for nearly 50 brands, servicing over 100 retail partners including Walmart, Target, and Amazon.
- Strengthened operational discipline to ensure fulfillment compliance across e-commerce and wholesale channels.
- Revamped underperforming department by implementing process improvements, developing KPIs, and optimizing labor/material planning.
- Executed EDI processes to maintain adherence to high-volume shipping standards.
Client Success Manager
Brandfox 3PL
Middletown, USA
08.2021 - 05.2022
- Served as strategic liaison between warehouse operations and top-tier client partnerships, establishing structured communication cadences and translating business needs into operational and software solutions.
- Facilitated facility visits and pre-contract sales discussions while collaborating with in-house developers on tailored client solutions.
- Facilitated communication between clients and internal teams for seamless service delivery.
- Managed client onboarding processes to ensure a smooth transition to services.
- Developed training materials for clients on utilizing Brandfox 3PL systems effectively.
Account Manager
Boxzooka Fulfillment & Global Ecommerce
Middletown, USA
03.2020 - 05.2021
- Managed executive 3PL client relationships through operating calls, performance reviews, and business evaluations; identified fulfillment issues and collaborated with Operations on root-cause improvements to enhance service delivery.
- Achieved 20% salary increase within six months due to positive client feedback and successful implementation of continuous-improvement initiatives.
- Managed client accounts to ensure satisfaction and retention.
- Collaborated with cross-functional teams to streamline fulfillment processes.
- Coordinated logistics and shipping schedules for timely deliveries.
Spa Manager
Hand & Stone Massage and Facial Spa
Harrisburg, USA
03.2019 - 03.2020
- Managed $1.3M business with 26-person team, decreasing delinquent membership rate from 13% to under 3%.
- Managed daily operations of spa, ensuring smooth service delivery.
- Oversaw staff scheduling and maintained optimal staffing levels.
- Trained and mentored new team members on service protocols.
Assistant Manager
Hand & Stone Massage and Facial Spa
Lancaster, USA
09.2017 - 03.2019
- Increased active monthly membership from 480 to 1,050 while delivering high sales and customer service.
- Supervised daily operations of spa services and staff scheduling.
- Assisted in training new team members on customer service protocols.
- Managed inventory levels for massage and facial products efficiently.
Skills
- Product management
- Roadmap management
- Release management
- KPI design
- Onboarding implementation
- Support operations
- Change management
- Cross-functional leadership
- People leadership
- Operational strategy and execution
- Process and systems design
- WMS and 3PL operations
- B2B operations
- EDI integration
- Order management workflows
- CRM management
Systems And Domain Knowledge
- WMS
- 3PL & Warehouse Operations
- E-commerce Fulfillment
- Wholesale / B2B
- EDI
- Shopify
- Amazon FBA/FBM
- GitLab
- Zoho Desk / CRM
- HubSpot
- Intercom
- Google Workspace
- Slack
- Carrier & Commerce Integrations
- Inventory, Shipping & Order Management Workflows
Core Expertise
- Operational Strategy & Execution
- Process & Systems Design
- Product Operations
- People Leadership
- Cross-Functional Leadership
- Change Management
- KPI / SLA Design
- WMS & 3PL Operations
- Onboarding & Implementations
- Support Operations
- Roadmap Governance
- UAT & Release Management
Overview
9
9
years of professional experience