Sharon Jacks

*** *. ***** ******, #* • Chicago • IL • 60654

415-***-**** • ac5xpu@r.postjobfree.com • http://www.linkedin.com/in/sharonjacks

Executive Summary

Data-driven Senior Operations Leader with more than 20 years in the technology industry and 10+ years’ experience maximizing ROI for online marketplace partners; a passion for re-engineering and troubleshooting all aspects of an organization, resolving crises, identifying, building and executing scalable solutions that positively impact the customer experience. Diversified, accomplished, cross-functional team leader, with a roll up your sleeves attitude and an expertise in customer-centric Operations & Strategy.

Errand Solutions, LLC, Chicago, IL 2017- Present

A fully customizable errand running, convenience and discount service offered as an employee benefit program in hospitals/patient services.

VP, Marketplace Development

Hired as consultant to create and implement Vendor Strategy to coincide with launch of new eCommerce marketplace app. Took over as Head of Operations, Client Lead, owning the process of rolling out new launches and leading the field teams.

Implemented new closed loop tracking system resulting in reduction of deployment time by over 50%.

Increased preferred vendor network by 9x through negotiating contract marketing fees.

Successfully launched six new sites, each averaging over 500K in revenue.

Independent Consultant San Francisco Chicago 2015-2017

Developed and executed successful operation and strategy initiatives for software & technology clients.

Program management of tracking system for website client, reducing engineering spends by 15% and providing leadership visibility into real time budget monitoring.

Created 90-Day engagement strategy for growing Saas client, resulting in a 6% increase in customer satisfaction score and a 20% increase in engagement.

SONIFI Solutions, Inc. (formerly Lodgenet Interactive) Silicon Valley, CA 2013-2015

A $350M provider of Interactive television engagement solutions for the hospitality & medical industries, serving multiple platforms & technologies, with 500 million travelers annually in 1.4MM rooms.

Executive Director

Brought in by a PE firm to participate in corporate restructuring & rebranding initiatives for a turnaround effort. Focused on re-engineering team structures, operations, systems & tools. Stepped up as Product Owner for customer interactive portal solution. Took over management of Customer Creative Services group and the Technical Publications team, with annual operating budgets of $1MM+.

Defined and implemented Customer Experience to eliminate silos between 150+ support team members resulting in a decrease in yearly churn rate by 4%.

Built promotional packaging opportunities for incremental revenue, generating a $75K + increase in year over year income.

Restructured Customer implementation team and successfully launched self-service value-add web-portal for centralized product information & tools, reducing staff by 25% and increasing user engagement by 33%.

Reduced 20+ permutated software versions down to 7, saving the company thousands of resource hours; collaborated with multiple cross-functional teams (Engineering, Operations, Field Services) to find a single hardware solution, resulting in 2x faster time to market.

Established Document Review Board to manage the accuracy of 800+ technical publications & the creation of 35+ Customer Quick Start guides in one database reducing the average length of customer calls by 30%.

IPG Mediabrands Audience Platform/CADREON 2009-2013

Launched in 2009 as the first custom audience marketplace, Cadreon makes digital marketing more effective by employing sophisticated and predictive algorithms to buy audiences, not inventory.

Director, Data Strategy & Technical Operations

Joined the startup arm (CADREON) as a data expert and one of the first 10 employees; extracted user behavioral insights from rich data sources, identifying the highest value audience managing a $900MM+ advertising budget. Promoted to Technical Operations, overseeing the data from strategic partners to support internal operations – both domestically and internationally, as employment scaled to 250+ and 68 markets worldwide.

Mentored and trained data support teams globally including US, Canada, U.K., Australia, China and Japan, setting the foundation for data operations in over 9 countries; oversaw management for 5 support resources in India.

Generated an 18% lift in online and offline sales for Verizon Fios campaign.

Improved Chrysler campaign performance by 28% by developing innovative data strategy.

AOL Inc. San Francisco CA 2000-2010

Early pioneer in Online Retail Shopping Platform

Technical Support Engineer, Shop@Search

Responsible for maximizing ROI for AOL’s Shopping Retail Partners by integrating new clients and advocating product performance enhancements, focusing on $100MM Revenue Goal.

Participated in pioneering online customer personalization, product comparisons and shopping cart functionality (Quick Checkout).

Captured customer feedback for AOL Shopping site redesign (InStore), significantly improving user experience, increasing visits by 57%.

Worked closely with SEO manager to optimize brand visibility, increasing page views by 35% YoY, with more than 30M unique visitors monthly.

Google.com 2003-2004

Online Shopping Consultant

Worked on launch of Google’s new natural language processing technology - Froogle.com, an online shopping platform that used Google’s web crawler to parse useful information directly from the retail website (since rebranded to Google Shopping).

Reviewed data pulled from crawler for content and accuracy; reduced processing errors by 15%, eliminating content duplications in crawl pick up.

Focused on price comparison services, via Google’s web crawler, for accurate product indexing, search function and sales.

Core Competencies/Technical Skills

Strategy Operations Client Management CRM JIRA Project Management Product Management Change Management Budget Management SOPs Data Analysis Implementation Engagement Customer Satisfaction Roadmap Resource Allocation eCommerce Adoption Onboarding Process Improvement Workflow Efficiency Documentation Training Technical Support

Education

MBA Stetson University, Florida – Majored in General Business

BS University of Central Florida – Majored in General Business

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