Open to opportunities

Katie Ireland

@katieireland

Message

Implementation and operations professional bridging people, process, and technology across healthcare, SaaS, and AI.

United States

Message

What I'm looking for

I seek a mission-driven role where I can lead program and operations strategy, scale human-centered systems, collaborate across teams, and deliver measurable outcomes.

I’m an implementation and operations professional with a background spanning healthcare, behavioral health, SaaS systems, program operations, and customer-facing work. My experience includes requirements gathering, workflow mapping, system configuration, data migration, testing, go-live support, user training, documentation, CRM/EMR administration, and process improvement.

I’ve led workflow redesign during an EMR migration from KIPU and Acuity to Ritten, built and automated CRM processes in GoHighLevel, and developed custom tools including a role-based Google Apps Script application. I’ve also worked on an AI voice agent using the Azure OpenAI Realtime API, designing conversational workflows and supporting real-time voice interactions.

I’m particularly interested in implementation, onboarding, product operations, business systems, customer success, and healthcare technology roles. I do my best work in environments where I can understand how people actually work, identify friction in a process, and help turn that into a system or workflow that is clearer, more efficient, and easier to use.

Experience

Work history, roles, and key accomplishments

Current

Strategy & Operations Lead

Current

The Chris Atwood Foundation

Jan 2025 - Present (1 year 9 months)

Built a 10-week virtual education series from concept to delivery, increasing weekly attendance and sustaining engagement through automated reminders and simplified participant workflows.

Program Design Curriculum Development Systems Thinking Workflow Automation

Criminal Legal System Program Intern

Policy Research Associates

Jan 2024 - Dec 2024 (11 months)

Designed digital crisis response training modules and built evaluation frameworks that increased engagement and consistency nationwide and guided content improvements.

Program Evaluation Behavioral Health Policy Stakeholder Engagement Implementation Support

Behavioral Health Technician

Sandstone Care

Jan 2023 - Dec 2023 (11 months)

Streamlined admissions and data workflows to reduce processing time by 40% and strengthened multidisciplinary coordination in a 26-bed residential program to improve continuity of care.

Data Management Trauma Informed Care Crisis Intervention Patient Safety

Operations Team Lead

Starbucks

Jan 2017 - Dec 2023 (6 years 11 months)

Improved workforce performance by mentoring a 30-person team, implemented digital inventory processes reducing product loss by 20%, and boosted customer satisfaction by 18% through engagement initiatives.

Team Leadership Inventory Management Employee Engagement Customer Service Mentorship

Account Manager

Zeroto Group

Jan 2016 - Dec 2016 (11 months)

Led CRM workflow improvements that increased donor engagement for a national nonprofit partner and managed full project lifecycles with 95% milestone completion.

Donor Engagement Project Management Cross Functional Communication Process Improvement Client Services

Hospitality Team Lead

W Hotel, Westin, Hyatt Regency

Jan 2010 - Dec 2016 (6 years 11 months)

Standardized staff training and workflows to ensure consistent service, improved operational flow, and increased event revenue through data-informed pricing and high-impact grand openings.

Event Operations Corporate Trainer Guest Experience

Education

Degrees, certifications, and relevant coursework

Arizona State University

Bachelor of Science, Criminology & Criminal Justice

Grade: cum laude

Completed a Bachelor of Science in Criminology & Criminal Justice, graduating cum laude and focused on behavioral health and justice system issues.

Center for Digital Studies (Google UX Design via Coursera)

Certificate, UX Design

Completed UX design coursework through the Center for Digital Studies and Google UX Design program to develop user-centered design and digital experience skills.