Sarah Ogden
South Jordan,Utah
Summary
Director-level operations and Continuous Improvement leader with 10+ years of experience building, scaling, and institutionalizing Continuous Improvement practices across high-growth SaaS organizations. Proven track record of uncovering and eliminating systemic operational and customer experience issues through structured problem-solving (5 Whys, DMAIC, CAPA, and Lean Six Sigma principles) and disciplined execution.
Recognized for maintaining 98% customer satisfaction across 2024–2025 and increasing team bandwidth by 50% through AI tooling, automation, and process redesign, while fostering a safe, supportive, and people-centered work environment that drives engagement, retention, and sustainable performance.
Overview
8
8
years of professional experience
Work History
Director of Operations
Ehub
Sandy, UT
10.2023 - Current
- Built and implemented a Continuous Improvement operating model from the ground up, including structured intake, prioritization, investigation, corrective/preventive action (CAPA), ownership assignment, and sustained-impact validation.
- Designed and implemented governance frameworks (weekly/monthly reviews, fix tracking, executive reporting) that moved issues from analysis to action, and ensured accountability without direct authority.
- Created RACI models to clarify ownership across Support, Onboarding, Product, Revenue, and Engineering, improving handoffs, and accelerating resolution timelines.
- Led operational reporting and trend analysis using HubSpot and Asana to surface systemic drivers, quantify impact, and validate fix effectiveness.
- Improved support and onboarding productivity by 50% through documentation standardization, training programs, incentive alignment, and process redesign.
- Maintained 98%+ CSAT across 2024–2025, while scaling volume and complexity, reinforcing customer trust during periods of operational change.
- Leveraged AI and automation to enhance ticket analysis, SOP creation, workflow routing, and capacity planning, increasing team bandwidth by 50% over the past 18 months without proportional headcount growth.
Global Director of Support
Fountain
San Francisco, California
03.2022 - 08.2023
- Led and developed a team of 30 managers and individual contributors, influencing an organization of over 300 across Operations, Product, and Revenue, with a strong emphasis on psychological safety, employee well-being, and coaching-driven performance improvement.
- Managed cross-functional investigations into recurring customer issues, applying structured root cause analysis to identify upstream product, process, and tooling drivers.
- Implemented KPI improvements and sustained 100% achievement post-change through governance, ownership clarity, and performance tracking.
- Strengthened collaboration with Product teams, improving the quality and actionability of customer feedback, and reducing repeat issues.
Director of Customer Support
Stensul
New York, NY
08.2020 - 02.2022
- Built the Support organization from the ground up, including processes, documentation, tooling, and staffing models.
- Partnered with People Operations to roll out training, development, and DEI initiatives.
- Managed a global team of non-native English speakers, bridging connection gaps to ensure the customer and employee experience was positive.
Director of Customer Support & Success
Jobnimbus
Lehi, UT
05.2018 - 07.2020
- Transformed departmental operations through aggressive process overhaul, quality focus, and systemic issue elimination.
- Hired, trained, and mentored 35+ professionals, building scalable onboarding and continuous training programs.
- Implemented CRM architecture and reporting to surface funnel bottlenecks and operational risks.
- Increased employee efficiency by 75% through incentive realignment and process optimization.
Education
Bachelor of Science - Psychology
Utah Valley University
Orem, UTSkills
- Continuous Improvement Program Design & Scale
- Root cause analysis (5 whys, DMAIC, CAPA, A3-informed thinking)
- Lean Six Sigma principles and Toyota Way application
- Systemic Issue Identification & Elimination
- Cross‑Functional Accountability & Governance
- Operational Metrics, Trend Analysis & Validation
- Intake, Prioritization & Fix Tracking Models
- RACI & Ownership Frameworks
- Executive Communication & Narrative Building
- AI‑Enabled Operations & Automation
- High‑Performing Team Development
Leadership Philosophy
I believe Continuous Improvement is not a reactive function, but an operational discipline grounded in people, learning, and accountability. I am deeply committed to creating safe, supportive work environments where employees feel empowered to surface problems, learn from failure, and grow in their roles.
Through intentional mentoring and coaching, I help individuals build confidence, capability, and job satisfaction, because sustainable operational excellence is only possible when teams are healthy, engaged, and trusted to do their best work.
Timeline
Director of Operations
Ehub
10.2023 - Current
Global Director of Support
Fountain
03.2022 - 08.2023
Director of Customer Support
Stensul
08.2020 - 02.2022
Director of Customer Support & Success
Jobnimbus
05.2018 - 07.2020
Bachelor of Science - Psychology
Utah Valley University