Rob Butner

Work History

WeWork

12.2023 - Current

Led planning and execution for implementation of SMS communications features for marketing campaigns delivered to new customers
Partnered with Marketing to implement product specific social proof experiments to evaluate for future implementation.
Streamlined product lifecycle management process for efficient product launches and updates.
Collaborated with cross-functional teams to ensure seamless integration of new features into existing products.
Evaluated risks associated with new products or features, taking necessary precautions to mitigate potential issues before launch.
Liaised with clients to better understand business needs and current market landscape.
Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.

WeWork

01.2022 - 12.2023

Key partner is supporting internal applications at WeWork
Led development of global support processes for pricing, product catalogs, and space inventory while partnering with product owners and engineers
Provided solutions to bugs and feature requests by collaborating with member-facing support and product teams.
Investigations into product led to discovery of over $10,000 in revenue potential through partnerships with engineering and community teams.
Led team in collaborating to create quarterly SMART goals, which impacted knowledge management systems, stakeholder product knowledge, and team processes.

Better.com

01.2021 - 01.2022

Provided support to key four stakeholders and engineering teams
Ensured hundreds of issues were quickly triaged and escalated to proper engineering pods with straightforward stories to address issues based on ticket priorities
Managed high-priority incidents with engineering and provided company-wide communications to keep employees updated on issue status
Developed new relationships with engineers through escalation interactions to ensure open lines of communication regarding product health
Followed user issue trends and gathered data in JIRA to communicate critical customer issue to engineering leaders
This led to increased priority on building solutions to enhance customer experience on company's website
Developed knowledge of team's challenges and ambiguous technical issues
Understanding problems and processes opened opportunities to influence efficiency and growth of group through technical documentation and mentorship
Within eight months, led onboarding of new teammates over three weeks of mentorship
Analyzed user support article data in GURU to determine gaps in support documentation for non-tech teams
Partnered with product and engineering teams to share findings and document these missing topics
Used SQL queries to build Looker views teams could use to gain access to data for troubleshooting and support.

WeWork

01.2018 - 01.2021

Served as the face of Global Product Support team for technology at WeWork
Partnered with six key stakeholders and supported development of new internal products and global issue escalation plans with product managers and engineers to ensure quick resolution for questions and bugs of all priority levels from Tier 1 to Tier 3
Developed support processes and advised on critical Covid-19 Health Screening program to satisfy state order in New York through new cross-functional relationships with co-workers
Developed support model for new global mapping tool and facilitated user interviews with international, on-site employees, which influenced development of new features that directly impacted and improved user's experience
Developed a support workflows for a complex floor model processing tool that hundreds of global employees used
Deflected initial investigation away from engineers and escalated specific bugs in close partnership with engineers
Prioritized and responded to multiple unresolved Salesforce and JIRA issues requiring enhanced troubleshooting or negotiation with engineering for back-end resolutions.

Milestone Technologies @ Facebook

01.2017 - 01.2018

Served as team's face for stakeholders in Recruiting, Diversity, Learning Management Systems, and external Vendor Coordination
Led group of 15 coordinators, admins, and program managers across North America who support operational logistics for Facebook Learning and Development and LMS (Learning Management System) support
Over 100 individual programs are coordinated for thousands of deliveries per year globally for technical learning
Identified gap in how bugs and issues were handled
Developed workflow and partnered with key team members to validate and document
Authored documentation that enabled client and customers to interact with a self-service program to create a high-demand Diversity program
Designed standardized and customizable one-week onboarding process for new team members
Ten employees received comprehensive onboarding through this new process
Started SMART goals exercise to focus and motivate the team to achieve work and personal goals leading one team member to gain employment at their goal company
Developed employee surveys and implemented ways to improve acknowledgment and empowerment for Menlo Park, NYC, Seattle, and Austin teams.

Apple Store

01.2008 - 01.2016

Led team of 20 specialists handling direct customer service and technical support
Designed and facilitated monthly team meetings to launch new workflows and refine team focus
First member of leadership team who was instrumental in 10-year growth of store that started with Twenty employees and now staffs up to 120
Customer training team was rated #1 by customers for 32 Western stores in 2011, 2012, and 2013
Training team received Ovation Award for 'Top 3' customer rating.
Delivered training and built communities in four East Bay stores in 2008 as part of a new company-wide initiative that offered VIP support and customized in-store training for small business customers.