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Jennifer Keyen

@jenniferkeyen

Implementation Manager and Operations Leader who scales agile software rollouts, trains teams, and delivers measurable customer outcomes.

United States

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What I'm looking for

I’m looking for a role where I can lead end-to-end implementations and operations, scale Agile/SAFe delivery, and partner closely with stakeholders to drive adoption, retention, and measurable outcomes in fast-paced environments.

I’m a strategic, solutions-oriented Implementation Manager and Operations Leader with 7+ years of experience managing complex software implementations, leading cross-functional teams, and scaling agile systems in fast-paced startup and enterprise environments (B2B, SaaS, B2B2C). I’m known for rapidly mastering new industries and technical domains, bridging knowledge gaps to deliver high-quality solutions on time.

In recent work as a Reviewer & Domain Expert, I contributed subject matter expertise to train and refine AI models in airport operations, improved prompt quality, and ensured alignment with real-world aviation standards. I’ve progressed through quality roles—Senior Reviewer, Aviation Lead, and Auditor—validating complex safety scenarios and enforcing quality thresholds using OpenAI Codex before deployment.

As Head of Operations / Senior Account Manager at ApplyShark, I led full-cycle account management for 100+ clients by owning onboarding, progress tracking, and results delivery through custom-built CRM systems and engagement frameworks. I developed and scaled SOPs, service tiers, and client playbooks using Agile, facilitated Scrum ceremonies, resolved escalations, and built training programs that reduced friction and improved adoption.

Earlier, I led end-to-end implementations of FactorFox and Jira Service Management for multiple client companies, introduced Agile best practices, configured Jira/Confluence project structures, and supported change management through software training. I also served as an Agile Customer Success Manager and aviation SME during a SaaS rollout, and I began my career supporting airport operations with FAA/TSA compliance and irregular operations readiness.

Experience

Work history, roles, and key accomplishments

Current

Head of Operations & Account Manager

Current

ApplyShark

Sep 2024 - Present (1 year 7 months)

Led full-cycle account management for 100+ clients, owning onboarding, progress tracking, and results delivery using custom CRM systems and engagement frameworks. Developed SOPs and client playbooks, implemented Agile/Scrum in day-to-day operations, facilitated Scrum ceremonies, and served as escalation point to resolve issues, upsell services, and improve retention and satisfaction.

Account Management CRM Systems Client Onboarding Agile Scrum SOP Development Customer Success Stakeholder Management Training Enablement Customer Escalation Retention Strategy

Senior Reviewer & Domain Expert

Mercor Intelligence

Sep 2025 - Apr 2026 (7 months)

Served as Domain Expert in Airport Operations to train and refine AI models by improving prompt quality and evaluating task accuracy against aviation standards. Advanced to Senior Reviewer and Aviation Lead, then acted as Auditor performing final QA using OpenAI Codex prior to deployment.

AI Model Training Prompt Engineering Quality Assurance Air Traffic Control Workflows OpenAI Codex Cross Domain Review

Office Management & Admin Lead

Novaro Research

Jan 2025 - Jul 2025 (6 months)

Provided embedded operational and administrative support for Novaro Research via ApplyShark, managing logistics including scheduling, partner communications, CRM systems, and cloud document repositories. Coordinated outreach campaigns with follow-up sequences, set up tools and digital infrastructure, and developed pitch materials and social content while maintaining detailed process tracking and d

Logistics CRM Administration Cold Calling Digital Infrastructure Setup

Implementation Manager & Scrum Master

TBS Factoring Services

Nov 2022 - Jul 2024 (1 year 8 months)

Led end-to-end implementation of FactorFox and Jira Service Management for 2 client companies, coordinating 2 cross-functional teams across domestic and offshore resources. Facilitated Scrum ceremonies, analyzed Agile metrics and velocity for delivery forecasting, supported change management and user training, and used Jira/Confluence to maintain project boards and drive continuous improvement.

FactorFox Implementation Jira Confluence Agile Delivery Change Management Risk Mitigation Stakeholder Management

Agile Customer Success Manager

GoApron

Jul 2022 - Mar 2023 (8 months)

Acted as aviation SME during GoApron’s SaaS rollout, delivering onboarding, platform training, and full-cycle adoption support to airport operations clients. Managed Agile boards and QA/release preparation in Jira, created onboarding documentation and user guides, and supported retention by troubleshooting platform issues and improving customer workflows.

Customer Onboarding Agile Boards QA Testing Jira User Guides Retention

Airport Operations Specialist

Spokane International Airport

Jul 2019 - Feb 2022 (2 years 7 months)

Served as primary contact for ATC, air carriers, and tenants during irregular operations, safety incidents, and weather events, coordinating continuity of airport operations. Managed FAA/TSA compliance under FAR Part 139 and maintained operational documentation including inspection reports, wildlife tracking, security logs, and stakeholder correspondence.

Airport Operations ATC Coordination FAR Part 139 Compliance Incident Response Safety Documentation Wildlife Tracking