Nikki Howard
Remote
Summary
Dynamic operations leader with over a decade of experience in designing and scaling operational systems within high-growth, customer-centric organizations. Proven success in spearheading complex, cross-functional initiatives from discovery to implementation, with a focus on process optimization, change adoption, and delivering measurable business impact. Strong background in Psychology with a specialization in Organizational Behavior, complemented by deep expertise in harmonizing people, processes, and technology to achieve sustainable operational excellence. Committed to fostering a culture of continuous improvement and innovation that drives organizational success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Newfold Digital - Bluehost
11.2018 - Current
- Provide operational leadership and oversight for large-scale, international support operations, ensuring processes scale effectively and support consistent customer experiences
- Own and manage cross-functional initiatives and projects from problem identification through execution, aligning priorities, timelines, and stakeholders to deliver operational outcomes
- Collaborate with WFM, L&D, QA, and Knowledge Management to design and maintain tools, training, and operational frameworks that enable teams to perform at scale
- Partner with Product and Engineering teams to execute on product strategy, supporting feature launches and translating product direction into operational readiness and delivery
- Use customer interaction insights and operational data to identify friction, refine support models, and drive improvements to the customer experience
- Coach and mentor operational leaders within partner teams to support adoption of new processes, reinforce standards, and sustain performance over time
Quality Assurance Manager
Newfold Digital
01.2017 - 01.2018
Professional Services Project Manager
Newfold Digital
01.2016 - 01.2017
Education
Bachelor of Science - Psychology (Organizational Behavior)
Colorado Technical University
MBA -
University of Illinois At Urbana-Champaign
Champaign, IL01-2028
Skills
- Process Innovation & Operational Design
- Operational Advisory & Strategic Execution
- Cross-Functional Collaboration with Product, Engineering, and BI
- Change Management & Process Adoption
- Data-Informed Decision Making & KPI Design
- Initiative Leadership & Execution
- BPO Oversight & Partner Management
- Stakeholder Communication & Executive Reporting
Certification
- Customer Centricity with Design Thinking — The Painted Sky (2023)
- Women in Leadership — Cornell University (2019)
Tools & Systems
Excel (advanced), Jira, Salesforce, BI dashboards, operational reporting tools; SQL-adjacent work in partnership with BI teams.
Timeline
Senior Operations Manager
Newfold Digital - Bluehost
11.2018 - Current
Quality Assurance Manager
Newfold Digital
01.2017 - 01.2018
Professional Services Project Manager
Newfold Digital
01.2016 - 01.2017
Bachelor of Science - Psychology (Organizational Behavior)
Colorado Technical University
MBA -
University of Illinois At Urbana-Champaign