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Erin Wood

@erinwood

Data-driven operations leader who coaches high-performing teams to meet SLAs, improve quality, and scale safely in fast-paced environments.

United States

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What I'm looking for

I’m looking for an operations leadership role where I can coach teams, own QA and SOPs, and use data and AI to improve SLAs, reduce resolution time, and continuously strengthen customer trust in complex, high-velocity environments.

I lead customer-facing operations with a data-driven, coaching-first approach, combining performance management, QA rigor, and process optimization to help teams exceed operational KPIs in fast-paced tech and startup environments. In remote and high-growth settings, I’ve managed and upskilled frontline teams while owning hiring, onboarding, and continuous performance improvement.

Across content moderation, customer success, and trust & safety work, I’ve analyzed support trends and metrics to reduce resolution time, strengthen SLA adherence, and improve quality outcomes—while partnering cross-functionally with Policy, Engineering, and technical stakeholders to refine workflows and resolve tooling friction. I also use AI-assisted tools like ChatGPT to automate enablement and elevate execution through scalable documentation, calibration sessions, and clear SOPs.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Clipboard Health

Apr 2025 - Feb 2026 (10 months)

Led and upskilled a remote, international team of 13 customer service agents, overseeing hiring, onboarding, and continuous performance management. Improved team quality scores by 20%, reduced average resolution time by 20%, and partnered with technical teams to optimize tooling within ticketing platforms and portals.

Remote Team Leadership Hiring Onboarding Performance Management Quality Assurance Trend Analysis Documentation Workflow Development Ticketing Platforms Escalation Management

Content Moderation Team Lead

TikTok USDS

Dec 2021 - Feb 2025 (3 years 2 months)

Led and developed a high-performing team of 15 frontline operations professionals by running regular 1:1s, tracking SLAs/AHT/QA, and building tailored growth roadmaps. Used ChatGPT to automate coaching documentation, summarize policy updates, and analyze quality trends, while serving as the primary escalation point for complex customer and creator issues.

Team Leadership Coaching KPI Management SLA AHT QA ChatGpt Enablement Escalation Management Cross Functional Collaboration

Senior Customer Success Manager

Yoshi, LLC

May 2021 - Nov 2021 (6 months)

Handled high-priority customer escalations with a 95% first-contact resolution rate within 24 hours. Partnered with Engineering and Operations leadership to identify process bottlenecks, enhance customer experience, and optimize internal tooling.

Customer Escalation Management First Contact Resolutions Process Improvement Cross Functional Collaboration Internal Tooling

Trust and Safety Specialist

Lyft

Jul 2018 - May 2021 (2 years 10 months)

Resolved 1,000+ escalated safety incidents by making critical, data-driven risk decisions under tight deadlines to ensure platform integrity and compliance. Conducted deep-dive investigations into policy violations and collaborated cross-functionally to resolve urgent, high-velocity escalations.

Compliance Case Documentation Reporting Cross Functional Collaboration Escalation Management

Healthcare Operational Roles

Jan 2010 - May 2018 (8 years 4 months)

Worked in healthcare operational roles focused on managing high-volume support operations with strict adherence to compliance standards and data integrity.

Healthcare Compliance Industry Standards Data Integrity