LISA O'BRIEN

Owned global onboarding, activation, and BPO operations, driving scalable growth, enhancing customer experience, and leading cross-functional teams to deliver measurable business impact.

• Led end-to-end customer onboarding improvements across multiple regions, launching integrated customer portal to simplify onboarding journey and reduce customer friction.
• Collaborated with engineering to enhance data migration tools, reducing manual workload by up to 20 hours per account monthly and accelerating time to go live.
• Restructured and scaled offshore outsourcing teams, achieving 7% reduction in error rates and 98% SLA adherence; expanded outsourcing to German-speaking regions and managed seamless BPO transition with zero employee turnover.
• Negotiated BPO contracts alongside finance, delivering cost efficiencies without compromising service quality.
• Directed global activation of key product features using AI-powered communication tools, increasing Ads Manager activation by 15% and App adoption by 5%.
• Influenced senior leadership and cross-functional teams to align onboarding and activation initiatives with business goals.
• Drove change management and risk mitigation strategies during growth and operational transitions.
• Developed and mentored high-performing teams, fostering culture of continuous improvement and customer advocacy.

• Enhanced onboarding workflows, increasing specialist capacity by 10% maintaining 190+ monthly go-lives while reducing cancellations below 10%.
• Architected tiered specialist framework to optimize resources and boost retention through clear career pathways.
• Provided strategic mentorship and capacity planning, implementing account rotation and skills management across regional teams.
• Partnered cross-functionally with Sales, Product, Engineering, and Support to align onboarding with client needs and growth goals.
• Led regional escalations with customer-focused approach, ensuring swift resolution and operational excellence.
• Delivered regional insights that shaped global onboarding strategy and drove continuous improvement at scale.
• Maintained transparent stakeholder communication to foster alignment, trust, and superior customer experience.
• Collaborated with regional leaders to drive timely, coordinated go-to-market launches for complex, revenue-generating features.

• Managed day-to-day operations for onboarding team, coordinating data migration activations and alignment.
• Consistently achieved monthly go live targets using KPIs and coached members daily for delivery.
• Executed training plans with 100% completion to raise readiness and performance.
• Project-managed enterprise onboarding with experience specialists to standardise scalable playbooks.
• Handled escalations and analysed churn during customers' first 90 days to reduce early churn.
• Collaborated with sales on capacity forecasting to manage onboarding pipeline smoothly.
• Drove continuous feedback follow-up to keep monthly customer effort score above 75.
• Streamlined onboarding workflows to improve productivity and elevate customer experience.

• Led Global Feature Activation team to ensure timely and successful subscription activations post go-live.
• Developed and executed strategies to optimise app and onboarding activations across multiple regions.
• Partnered with Onboarding, Growth, and Product teams to streamline activation processes and drive continuous improvement in subscription fulfilment.
• Leveraged tools to monitor feature usage, identify activation gaps, and provide actionable insights.
• Championed efficiency improvements by implementing best practices, enhancing team capabilities, and supporting new product and feature launches.

• Supervised team of supervisors and support agents to deliver high-quality service and consistently meet KPIs and OKRs.
• Coordinated resource allocation to optimise utilisation and minimise waste.
• Improved team productivity by implementing efficient workflow strategies resulting avg CSAT score of 96%.
• Oversaw day-to-day operations, ensuring adherence to company standards.
• Identified and implemented process improvements to boost efficiency, reduce response times, and enhance customer satisfaction.
• Provided coaching and mentoring, driving skill development and career progression within team.
• Partnered with cross-functional teams to support new product launches through training and resource allocation.
• Analysed team performance and customer feedback to inform continuous improvement and strategic decisions.