Open to opportunities

Jelena Miloradic

@jelenamiloradic

Message

I’m an operations & program delivery leader who builds scalable systems and delivers cross-functional execution.

Serbia

Message

What I'm looking for

I’m looking for a role where I can own end-to-end operations and delivery, build scalable SOPs and systems, lead cross-functional stakeholders across time zones, and apply AI to accelerate planning and execution.

I’m an operations and delivery professional with 7+ years of experience across SaaS, nonprofit, and emerging market environments. I build operational systems from scratch, own cross-functional delivery, and manage complex stakeholder relationships across globally distributed teams.

I’m especially strong in creating structure in fast-scaling or early-stage organisations—designing the processes, systems, and frameworks that help teams execute consistently and grow without breaking. I’m comfortable operating autonomously across time zones at both the strategic and execution levels.

In my recent roles, I led end-to-end operational planning to take an early-stage venture from concept to launch-ready execution, including compliance requirements, regulatory research, and market entry structure. I also built complete operational documentation suites—SOPs, partner onboarding frameworks, and internal workflows—to support real delivery, not just plans.

Earlier, I served as Head of Operations for a globally incorporated nonprofit, developing organisation-wide SOPs and compliance policy frameworks. I led CRM evaluation and implementation (Salesforce Nonprofit Cloud & Pardot), reducing platform costs by ~20%, and I drove deployment of an AI-powered payment platform (Fundraise Up), improving donor journey performance and increasing recurring donor conversion by ~50%.

Experience

Work history, roles, and key accomplishments

Current

Operations & Strategy Advisor

Current

Hospitality Tech Venture

Aug 2025 - Present (8 months)

Led end-to-end operational planning to take an early-stage technology venture from concept to launch-ready, including compliance requirements and regulatory research. Drove cross-functional delivery and built the operational documentation suite (SOPs, partner onboarding frameworks, internal workflows) to support a structured market launch.

Plan Operation SOP Development Market Entry Structuring Vendor Management Compliance Workflow Design Stakeholder Management

Operations & Systems Lead

Network for Animals

Jun 2024 - Jul 2025 (1 year 1 month)

Served as Head of Operations for a globally incorporated nonprofit (UK/US/South Africa), owning end-to-end operational structure across finance, fundraising, technical, and production. Designed SOPs and compliance policies, implemented Salesforce Nonprofit Cloud and Pardot (reducing platform costs ~20%), and improved recurring donor conversion by ~50% through the Fundraise Up rollout.

Operations Management SOP Development Compliance Policies Nonprofit Cloud Pardot CRM Implementation AI Payments Rollout Vendor Assessment

Operations & Delivery Consultant

Clayton Communications

Jan 2024 - Jun 2024 (5 months)

Supported operational budgeting, vendor management, and multi-programme delivery across animal welfare and community development initiatives across South Africa, Zambia, and the Democratic Republic of Congo. Built SOPs and operational guidelines, implemented collaboration systems (Slack/CRM), led data migration, and acted as an operational liaison for website development and rollout.

Vendor Management SOP Development Slack Data Migration Stakeholder Management

Customer Success & Ops Manager

Samsung Food

Feb 2022 - Dec 2023 (1 year 10 months)

Owned operations for a B2B partner ecosystem, managing onboarding, integration delivery, success, and offboarding for 20+ enterprise clients across SDK and API integrations. Built and scaled CSM SOPs and onboarding frameworks, deployed Zendesk support infrastructure during a rebrand, and used support metrics and partner feedback to inform engineering prioritisation.

Enterprise Onboarding SDK API Integration Delivery Customer Success Operations Zendesk Workflow Design

Client Experience Specialist

iGMS

Oct 2021 - Feb 2022 (4 months)

Supported B2B clients through onboarding and adoption of platform updates to improve product utilisation and client experience. Synthesised customer feedback into structured insights for product and engineering, and created customer-facing guides and internal documentation to improve support consistency and knowledge sharing.

Client Onboarding Knowledge Sharing Platform Update Enablement Requirements Insight For Engineering Customer Enablement

Client Support Analyst

BlackRock

May 2021 - Oct 2021 (5 months)

Provided operational and client support in a structured, KPI-driven financial services environment, assisting with issue resolution and cross-team coordination. Maintained high service standards within a regulated, high-accountability context.

client support KPI’S Team Coordination Regulated Operations Financial Services Operations Workflow Adherence

Field Service Coordinator

NCR Corporation

Apr 2018 - May 2021 (3 years 1 month)

Coordinated field service operations and technician dispatch across a defined territory, ensuring SLA adherence in a high-volume service environment. Monitored workloads and performance metrics to maintain service continuity, and served as liaison between US-based leadership, field engineers, and enterprise clients for consistent service delivery.

Field Services Service Dispatching SLA Scheduling Performance Metrics