Lead day-to-day product and operations execution for an early-stage, mentor-supported learning platform, owning planning, coordination, and delivery across initiatives. Design and implement core operational systems including onboarding workflows, project facilitation processes, and customer support operations. Coordinate cross-functional work across design, research, operations, and community contributors to ensure consistent execution and delivery. Maintain product and operations documentation (SOPs, templates, internal guides) and surface user feedback and operational insights to inform ongoing improvements.

Project Manager at Tech Fleet

February 1, 2023 - January 1, 2024

Coordinated project planning and Agile sprint execution across product, design, and strategy teams to meet delivery timelines. Facilitated daily communication, clarified requirements, and maintained accurate progress tracking in Jira to provide clear, real-time project visibility. Managed schedules, stakeholder updates, and documentation handoffs to support smooth execution across work streams. Delivered concise summaries, reports, and presentations for leadership and external partners.

Customer Support Representative at Mathematica

November 1, 2023 - March 1, 2025

Managed high-volume inbound support via chat, email, and phone with accurate tracking and documentation. Escalated recurring issues and analyzed patterns with internal teams, contributing to workflow improvements and more efficient issue resolution.

Research Coordinator at Massachusetts General Hospital, Martinos Center

May 1, 2019 - August 1, 2022

Managed multiple research projects from recruitment and scheduling through data collection and documentation. Coordinated complex logistics across investigators, clinicians, and research staff to ensure protocol compliance and on-time execution of high-stakes research. Created and maintained organized project files, reports, and long-term documentation systems. Supported IRB submissions, grant-related documentation, and data management processes, ensuring accuracy, consistency, and regulatory alignment.