Program Manager Customer Support
Resume:
Megan
Tarpey
San Jose, CA
*************@*****.***
https://www.linkedin.com/in/metarpey/
Experience
Lily AI, Mountain View, CA
Administrative Program Manager, Office to the CTO FEBRUARY 2023 – JUNE 2024
● Directed 10 executive projects for the CTO, managing cross-functional deadlines across engineering, design, and product leadership using Confluence.
● Managed calendar requests and conflicts, including staff meetings, virtual meetings, and one-on-ones.
● Coordinated and managed engineering all-hands meetings, including scheduling, agenda preparation, and follow-up actions.
● Acted as a liaison for the CTO, handling communications and approvals as authorized, ensuring accurate follow-up and completion.
● Owned end-to-end proof of concept (POC) tracking, distributing 15-20 monthly demos. Implemented knowledge transfer program, scaling engineering proof POC workflow, increasing delivery by 200%.
● Established Jira metrics for CTO's customer support service level agreement (SLA) review, achieving 100% SLA compliance. Analyzed SLAs, mitigating risks, reducing project/customer delays by 10%. Operations Manager MARCH 2022 – FEBRUARY 2023
● Led a team that streamlined customer feedback and quality assurance, prioritizing engineering deliverables and managing vendor operations for Lily AI's technical product roadmap.
● Developed a customer onboarding workflow, accelerating time-to-value. Increased net-new customers by over 400% within a 12-month period.
● Identified a product gap and managed the creation of a new AI tagging model for boys' clothing, immediately leveraged by 11.7M Bloomingdale's users and rolled out to all Lily AI retail customers.
● Partnered with engineering to provide testing, feedback, and tool enhancements. Led QA reviews improving tagging accuracy by 18%.
Lead Merchandise Analyst MAY 2021 – MARCH 2022
● Developed and implemented a three-month performance improvement plan, enabling all vendors to achieve 100% of quarterly goals.
● Expanded vendor training, verticals managed, and data collection/model training efforts.
● Researched product trends to optimize product attributes and search functionality for retailers. PAIGE, San Francisco Bay Area
Retail Coordinator July 2013 – May 2021
● Represented PAIGE as the sole Northwest liaison with major retail department stores across multiple states, independently managing travel and expenses.
● Established and led PAIGE's overseas customer support department in the Philippines, onboarding five new team members.
● Spearheaded PAIGE Men's launch in over 30 Nordstrom stores, propelling it to number two in Men's denim sales within a year.
Education
B.S Retail and Consumer Sciences University of Arizona, Tucson AZ
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