Katelin O'Shea

Leading high-impact, global cross-functional projects focused on transforming customer and employee-facing experiences within Dropbox’s Commercial Strategy & Operations (CSO) team. Partnered closely with stakeholders across time zones and functions to deliver strategic initiatives that improve internal systems, workflows, and service delivery.

• Own the end-to-end delivery of strategic programs, aligning cross-functional teams (Product, Support, CX, Data Analytics) around shared goals and timelines.
• Manage external vendors and internal stakeholders to ensure clarity on deliverables and alignment with business objectives.
• Design and implement scalable governance structures - including reporting frameworks, review protocols, and executive updates, to ensure visibility and accountability.
• Lead projects in both agile and waterfall environments, fostering collaboration and continuous improvement across diverse, distributed teams.
• Coordinate complex workstreams across EMEA and NAMER, demonstrating fluency in international operations and stakeholder management.
• Develop clear, actionable documentation including business requirements, comms plans, and executive-level presentations.
• Leverage generative AI tools (e.g. ChatGPT, Perplexity) to accelerate research, planning, and execution - significantly improving efficiency and clarity in decision-making.
• Built and maintained custom GPTs to automate documentation, meeting notes, and stakeholder updates, improving consistency and speed of delivery.
• Facilitated internal AI training sessions helping our team build confidence and fluency in prompt design and tool adoption.
• Recognised as a 2025 Perplexity Business Fellow for thought leadership in practical AI application for workflow and strategy innovation.

Led technology and operations projects focused on data management, cloud security, and endpoint control — with a strong emphasis on customer success, compliance, and operational excellence.

• Driving end to end project delivery across EMEA and APJ regions.
• Delivered secure, scalable tech solutions aligned with business and employee experience goals, ensuring smooth adoption and transition to operational teams.
• Took a proactive, analytical approach to identifying risks, clarifying scope, and ensuring timely, cost-effective delivery in high-change environments.
• Designed and implemented robust project governance - including reporting frameworks, meeting cadences, and milestone reviews - to support transparency and alignment.
• Guided cross-functional teams in both agile and waterfall methodologies, promoting strong collaboration, adaptability, and continuous improvement throughout delivery.
• Managed seamless handovers from project to operations teams, ensuring clear documentation and continuity of knowledge, especially during user testing and rollouts.
• Built trusted relationships with internal stakeholders and external vendors through clear, responsive communication and dependable delivery.
• Developed and presented stakeholder-facing documentation including project roadmaps, requirements specs, and executive briefings tailored to a range of audiences.

Collaborated closely with cross-functional leadership to shape strategic vision, drive operational improvements, and deliver high-quality service experiences for both internal teams and external clients.

• Partnered with senior leadership to define company-wide goals and translate them into clear, actionable roadmaps that supported long-term growth.
• Led strategic planning and resource optimisation initiatives, improving operational efficiency and aligning service delivery with business objectives.
• Acted as a key liaison between clients and internal teams - managing procurement, legal, and compliance processes to ensure seamless onboarding and trusted partnerships.
• Designed and rolled out streamlined workflows and scalable processes across multiple service areas, improving speed, accuracy, and accountability.
• Prioritised both customer satisfaction and employee engagement, fostering a culture of transparency, high performance, and continuous improvement.
• Introduced performance management frameworks to monitor progress, track success metrics, and guide team development.
• Built lasting, trust-based relationships with clients by consistently exceeding service expectations and delivering on strategic commitments.

Worked closely with startups and business owners to craft robust business strategies and launch plans, combining data-driven insights with a tailored operational support.

• Developed comprehensive business plans incorporating market research, financial modelling, and go-to-market strategies to support funding and growth goals.
• Successfully managed multiple client engagements simultaneously, delivering high-quality outputs on time and with a strong client satisfaction rate.
• Built and maintained strong client relationships through proactive communication, ensuring alignment at every stage of the project lifecycle.
• Led a team of strategic and financial analysts, providing guidance and quality control across all project deliverables.
• Created and delivered engaging progress reports, proposal documents, and strategic presentations tailored to diverse audiences and stakeholders.
• Defined and tracked KPIs to measure the effectiveness of business proposals and improve future client outcomes.
• Acted as a trusted advisor, providing practical, actionable support to help clients navigate challenges and execute plans successfully.

Led end-to-end project management for UCC’s Virtual Orientation and Open Days, delivering high-quality experiences to over 300 enrolled students and 5,000+ attendees across two consecutive years.

• Applied structured project management methodologies to plan, coordinate, and deliver key milestones, ensuring successful execution across academic cycles.
• Collaborated with internal teams and external vendors to design engaging virtual event programs, gathering and managing content and materials from multiple stakeholders.
• Partnered with marketing, IT, and academic departments to showcase key offerings and ensure a seamless virtual experience - from platform testing to technical delivery.
• Troubleshot issues in real-time and provided operational guidance to ensure smooth execution, resolving challenges quickly and effectively.
• Ensured all project deliverables were met on time and to a high standard, creating a consistently engaging and accessible event experience for participants.

Supported senior leadership and cross-functional teams by coordinating high-impact meetings and business initiatives across global stakeholders.

• Organised and managed complex annual meetings involving international presenters, livestream production, executive travel, and large-scale budgets.
• Collaborated with senior leaders on strategic projects, preparing briefing materials, agendas, and polished decks for executive-level sessions.
• Transcribed and tracked meeting actions to support business development, sales, and leadership teams.

Led key aspects of the annual F1 track build and takedown, collaborating with a team of 9 project managers to deliver on-time and high-quality execution.

• Created and maintained project schedules, milestones, and documentation to ensure smooth delivery across each phase.
• Coordinated with stakeholders to align deliverables, resolve issues, and keep operations on track.
• Monitored progress and flagged risks early, supporting timely decision-making and operational continuity.

Managed end-to-end logistics projects, delivering cost-effective and timely solutions while supporting strong client relationships.

• Worked cross-functionally to streamline processes and optimise inventory management.
• Implemented service strategies that improved customer satisfaction and issue resolution.
• Acted as a key point of contact for clients, providing responsive, solutions-oriented support.

Built and scaled a successful salon supply business, overseeing all aspects of operations, customer growth, and strategic planning.

• Established a strong client base and implemented processes to drive long-term growth and profitability.
• Led marketing campaigns across digital and traditional channels to attract and retain customers.
• Conducted market research to inform pricing and stay ahead of industry trends.
• Managed purchasing, sales, and account relationships, ensuring efficient day-to-day operations.

Coordinated daily scheduling and resource allocation to support efficient operations and full shift coverage.

• Tracked production data and created reports to inform operational priorities and decision-making.
• Applied project management methods to resolve bottlenecks and improve team productivity.
• Maintained detailed logs on output, material use, and QA results to support accuracy and compliance.

Promoted from Customer Service Representative to Supervisor, leading a team of four in delivering high-quality support for pharmaceutical logistics clients.

• Recruited, onboarded, and coached team members to meet service standards and KPIs.
• Monitored performance metrics and provided regular feedback to support growth and accountability.
• Resolved customer issues with care and efficiency, ensuring a positive service experience.