Stephanie Thames

Houston, TX ***** 713-***-**** adz46m@r.postjobfree.com

linkedin.com/in/stephaniethames

Professional Summary

Business, customer success, and recruiting operations leader with 6+ years of experience in developing and driving operational excellence, success, and growth for online services in each stage of business growth through system and process development and management, multi-functional team leadership, thought partnership, and operational analysis. Responsible for defining and driving the vision, scope, and impact of operational teams and managing short- and long-term business operations in high-growth start-up and hybrid/remote working environments. Professional Experience

Indeed.com Operations Team Lead Nov 2018 - Oct 2022

● Built and evolved 2 operations teams of over 10 analysts and specialists supporting business operations for products and services facing hundreds of thousands of users and supported by third-party and proprietary systems and tools

● Designed, implemented, and improved operational and organizational structure to ensure or increase scalability, efficiency, quality, and sustainability

● Authored and ensured operational documentation including, standard operating procedures

(SOP), statements of work (SOW), business reports, technical requirements, etc. were crafted using data-driven approaches and with high attention to detail

● Shared and utilized multiple frameworks and methodologies for project and resource planning and management, ambitious goal-setting, and reporting to align with broad organizational goals and high level strategy

● Collaborated cross-functionally with Product Management, Engineering, User Research and Experience, Procurement, Legal, and Human Resources teams to ensure results are driven quickly and effectively

● Facilitated team growth, development, and empowerment by fostering an inclusive environment focused on adaptability, resourcefulness, autonomy, proactivity, learning, and data-driven problem-solving

Indeed.com Senior Operations Coordinator, Technical Recruiting Jul 2017 - Nov 2018

● Spearheaded development and implementation of a premium sourcing service for high-profile clients and their hiring managers to support customer success improving subscription renewal rates for top tier clients by about 10%

● Identified trends in market and user activity to provide strategic data-driven recommendations for talent acquisition processes and channels

● Interviewed, trained, and acted as a mentor and interim lead Indeed.com Operations Coordinator, Technical Recruiting Mar 2016 - Jul 2017

● Sourced technical candidates, and selected and optimized candidate profiles for in-platform algorithmic matching and searchability

● Drove growth and health for technical talent pools on-platform, and specifically, increased a sub-50% candidate contact yield, to a very consistent 80%+ in East Coast markets in less than 2 months

Indeed.com Customer Onboarding Specialist Jan 2016 - Mar 2016

● Provided career coaching and onboarding via phone and email each week for 80 or more technical candidates for indeed’s new platform for technical recruiting and hiring Decide Consulting Lead Technical Recruiter Oct 2014 - Dec 2015

● Strategically developed and drove hiring KPIs and recruiting plans for a small IT consulting agency

● Built critical relationships with hiring managers and industry leaders to ensure the highest quality of hire through optimized sourcing and hiring processes

● Implemented and executed strategies to source and engage hundreds of passive and active candidates via social media, career webpage, job boards, and events resulting in over 40 hires in the first year

Rockwood Window Treatments Customer Success Specialist Aug 2012 - Sep 2014

● Used expertise in services and products for all US-based markets to provide exceptional customer service via phone and email; and, scheduled over 100 specialized in-home design consultations for window treatments resulting in about $10K in sales revenue per month Core Competencies

Data analysis, Project Management, Problem-solving, Product development, Compliance, Process improvement, Change management, Strategic planning, Contingent workforce management, Vendor management, Outsourcing, Go-to-market strategy, Customer Relationship Management (CRM), Order Management System (OMS), Applicant Tracking Systems (ATS), Jira, SQL, HTML/CSS, Salesforce, Tableau, Zendesk, APIs, Microsoft Office, Google Suite, Platform as a service (PaaS), Software as a service (SaaS), Profit and loss (P&L), Market research, Competitive analysis, Team leadership, Recruiting, Hiring, Training, Customer Success Education

University of Houston - Downtown, Bachelor of Science in Interdisciplinary Studies (Core competencies in Computer Science, Communications, and Organizational Psychology)

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