I spent nearly nine years at Okta, starting as a Technical Support Engineer and working my way up through Mission Critical Technical Support, Senior Mission Critical Support Team Lead, and ultimately Manager of Vendor Operations. Across those roles I built things from scratch: the SLA governance systems, QA frameworks, operating cadences, onboarding programs, and performance scorecards that turned a fragmented vendor ecosystem into a structured, accountable, and measurable global program.
As Manager of Vendor Operations, I was the sole owner of a BPO program spanning 14 cost centers, 300+ vendor workers, and $12M+ in annual investment across North America, LATAM, EMEA, and APAC. I reduced vendor team attrition from 55% to 18%, sustained CSAT Topbox above 85% quarter over quarter, launched a net-new Developer Support program that grew from sub-65% to 80%+ CSAT over 1.5 years, consolidated 20+ purchase orders into a single model reducing operational touchpoints by 300%, and maintained zero performance-related vendor terminations over four years. I also built AI-assisted workflows using Google Gemini, NotebookLM, and Python to automate reporting, compliance documentation, and performance tracking across the portfolio.
I target roles in vendor operations, BPO program management, support operations, and CX program leadership, ideally at SaaS companies, fintech, or consumer tech platforms where the operational complexity is high and there is room to build, but I am open to exploring other areas as well!
