OPERATIONS
Business operations refers to the day-to-day activities and processes that a company uses to produce its goods or services, deliver value to customers, and ensure the overall efficiency and effectiveness of its operations. It encompasses the management of resources, coordination of teams, optimization of workflows, and implementation of strategies to achieve business objectives. Business operations play a critical role in maintaining smooth functioning, scalability, and profitability across an organization.
Electronic Arts: Positive Play Program
I was selected to program-manage an enterprise-wide initiative aimed at addressing and reducing toxic behaviors often associated with gaming environments. As the program lead, I brought senior leaders together to align on a clear direction, develop initiatives to drive meaningful change, and establish operating models that fostered collaboration across teams. Our efforts culminated in the company's creation of a dedicated SVP role and a permanent team, Positive Play, focused on promoting a healthier, more inclusive gaming experience.
Electronic Arts: Customer Service Work Lifecycle
The customer service group at EA lacked a standardized work lifecycle, leading to inconsistent reviews and uneven collaboration across teams. Leadership sought regular updates and opportunities to provide guidance, but the absence of a structured process left teams to determine the timing for sharing progress on their own.
To address this, I introduced a defined work lifecycle that established clear checkpoints and review processes. This framework provided teams with a consistent structure for sharing their work, enabled leadership to offer timely input, and facilitated better cross-team collaboration by identifying key moments for engagement and alignment.
Electronic Arts: Work Types
The customer service group at EA lacked an established gating process, leading to a constant influx of new tasks from leadership without a clear understanding of their impact or the organization's capacity. To address this, I introduced a system of categorized work types, enabling us to differentiate between various initiatives and their objectives. This approach allowed us to better allocate resources, prioritize tasks, and ensure the team’s time was effectively focused on delivering value across different areas of work.
PayPal, eBay, Electronic Arts - Portfolio and Resource Management
In every operations role I've held—spanning UX, HR, Engineering, Operations, and Customer Service—I have consistently introduced and refined processes to enhance work throughput, gate reviews, and resource management. Whether establishing new frameworks where none existed or improving upon existing practices, I’ve helped teams operate more efficiently and effectively.
Electronic Arts: Customer Service WFM and Financial Management
I led the WFM and Financial teams which are crucial aspects of ensuring that customer service teams are properly staffed, equipped, and aligned with budgetary goals to deliver exceptional customer experiences. My team led Forecasting, staffing and scheduling, real time management, and performance management and analytics. We often used the insights from this team to make recommendations for efficiencies and optimization across the business.
