Sr. Solutions Manager, Martech Customer Success
Wayfair
05.2021 - Current
- Established strategic partnerships with marketing, engineering, and product management leaders, to gather insights into system architecture and team operations
- Created and updated documentation, encompassing architecture block diagrams, process flows, technical specifications, and operational runbook for cross-functional team utilization.
- Led continuous improvement in operational efficiency by implementing proactive campaign-level monitoring/alerting that helped reduce user-reported incidents by 30%
- Developed Looker and Datadog dashboards that reduced time for comprehensive metrics and SLA reporting by 50%
- Collected and prioritized feature requests and bug reports from end-users, collaborating with Product and engineering teams to drive timely implementation.
- Oversaw the implementation and creation of documentation assets on our platforms using a digital adoption tool(WalkMe), enhancing user guidance and engagement.
- Designed and implemented an end-to-end Incident Management process, streamlining intake, precise team assignments, and improved incident resolution time by 25%
- Managed the seamless onboarding and supervision of offshore team members, ensuring optimal collaboration and performance.