Katie Rogers

• Oversee critical business areas such as Customer Support, Business + People Operations, Vendors and Marketplace, Partnerships, and Client Success. Provide strategic advice on company and organizational strategy.
• Established application verification process with Technology team, ensuring $200M reached approximately 90,000 approved students across three programs.
• Oversaw implementation of first three successful program ESA and microgrant programs, including Iowa's Students First ESA Program which became the third largest program in the US in its first year with over 30,000 participants.
• Designed recruitment process, successfully doubling the size of the team and hiring key positions including CTO and VP of Support.
• Assisted CEO in Series A fundraising round, contributing to successfully raising $10M in February 2024.

Serve as a fractional C-level executive / Chief of Staff for start-ups across industries and verticals, creating structures and processes that help set them up for growth and scale.

• Chief Operating Officer at Workit (education)
• Chief Customer Officer at ShopStage (e-commerce)
• Chief Operating Officer, OffLimits (food and beverage)
• Chief of Staff (venture capital)

• Responsible for all areas of the business including Business + People Operations, Finance and Accounting, Digital Product and Engineering, Member Success, Brand Marketing, and Growth Marketing / Acquisition.
• Grew membership base by 500% in first year using strategic acquisition marketing and corporate partnerships with companies like Disney and Lyft.
• Led the re-brand and site redesign, applicant conversion rate increased from 2.5% to 4%. Reduced CAC by 42% in first 6 months.
• Introduced financing option to membership, increasing revenue by 9% with 3- and 12-month financing plans.
• Served as the right-hand / Chief of Staff for the CEO and founder, advising on business strategy and planning, goal setting, and decision making best practices (e.g. Objectives and Key Results, RAPID and RASCI, etc.)

• Member of the Harry's launch team as employee #10, supporting the company's growth across multiple markets, including Canada and the United Kingdom, as well as with the launch of new brands such as Flamingo.
• Led and scaled the Customer Experience team from 1 person to over 50 globally across three locations including a remote workforce. Conducted detailed analysis into our contact reasons and reduced contact per order rate over 35% by partnering with other areas of the company to resolve issues along the customer journey and create amazing e-commerce experiences.
• Established best-in-class KPIs and drove delivery against them; recognized for superior customer experience across multiple third parties including Stella Service; negotiated and implemented all software solutions sans IT; created claims and fraud/chargeback processes.
• Launched Trust & Safety team, focusing on the protection of our customers and brand from fraudulent activity and other risk areas.
• Created and executed on long-term operations and brand strategy for the Customer Experience team, including our first physical brand space, Harry's Corner Shop. Supported launch and fully owned the operation from 2015 to close, cutting monthly loss by 50%.
• Built the People Operations team, which included Recruiting, Payroll and Benefits Administration, Team Building, Learning and Development, and company policy creation; managed the function from launch to 2015.
• Launched "Customer at the Core," a company-wide customer service training program, across all 300+ Harry's, Inc. employees.

• Managed daily operation and global quality, training, and development across our three locations and 130 people based in Brooklyn, NY, Limerick, Ireland, and Portland, OR.
• Met our SLAs on a daily, weekly and monthly basis; supported the implementation of new CRM tool to replace telephony and email system.
• Oversaw the development of the entirety of the 130-person Customer Service team; by 2013 over 10% of the company employed people who originally came from our team.
• Previously held roles at Gilt: Training and Development Manager, Operations Supervisor, Team Lead, Distribution Lead, and Customer Support Specialist