Katie Bird
@katiebird
I build global support quality programs and lead high-performing operations teams.
United StatesWhat I'm looking for
At JAMF, I built and launched a global technical support quality program across 10+ teams and regions, driving 1,000+ QA reviews in its first quarter. I’ve improved support accountability, standardized evaluation criteria, and reduced time-to-resolution across teams of 150–300 support staff.
Across JAMF, Prime Therapeutics, and Optum, I’ve led operational teams, streamlined workflows, delivered cross-functional projects, and strengthened client outcomes. I bring practical people leadership, process improvement, quality management, and strategic analysis to complex service environments.
Experience
Work history, roles, and key accomplishments
Designed and launched a global technical support quality program, influencing 1,000+ QA reviews in Q1 and reducing time-to-resolution. Refined audit framework from 15 to 13 categories and drove cultural transformation across global support teams.
Led a team of 6-10 technical support professionals, overseeing performance management and operational accountability. Piloted a 9-month support program and delivered a recommendation against adoption, preventing costly structural change.
Strengthened relationships with 5 key clients, achieving a 30% improvement in satisfaction and retention. Delivered 3 high-impact projects that enhanced scalability and operational efficiency.
Streamlined workflows and reduced handle/processing time by 10-15% within 3 months. Managed a team of 30+ direct reports and optimized budget utilization for business profitability.
Improved adherence to project timelines by 5% within the first 6 months. Developed and mentored frontline staff, building a culture of accountability and performance.
Drove multiple cross-functional initiatives to successful completion, leveraging project management and analytical skills. Provided strategic advisory services to four industry leaders, delivering forecasting insights.
Education
Degrees, certifications, and relevant coursework
Capella University
Bachelor of Science, Human Resource Management
Bachelor of Science in Human Resource Management from Capella University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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