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Katie Kizer

@katiekizer

Operations leader who turns messy service orgs into governed, automated systems that scale. Eight years across a multi-brand SaaS portfolio.

United States

Message

What I'm looking for

Operations leader looking for a senior remote role owning service delivery, process, and automation end to end. This past year I directed an AI transformation across a multi-brand SaaS portfolio, running a 40-person org against hard SLAs, cutting first response time 65% and lifting CSAT 10 points. Open to VP or Director level operations, program management, and M&A integration.

I’m an operations leader with eight years scaling client service and operations across a multi-brand SaaS portfolio. Over the past year I directed an AI and data transformation, building one governed source of truth and an automation layer my team owned end to end, which reached 27% sustained ticket deflection. I run large service operations against hard SLAs with disciplined workforce planning, process standardization, and a compliance backbone, and I own the budget and the make-versus-buy staffing model behind it.

My track record includes cutting first response time 65% in a week, lifting CSAT more than 10 points year over year, dropping chargebacks from 1.12% to 0.22%, and recovering $260K in undercollected revenue. I came up through project and program management, so I am as comfortable running a billing migration or a Salesforce consolidation as I am sitting on the executive team and presenting to the board.

I’m looking for a senior remote role where operations is treated as a growth lever. I care about clean systems, sharp metrics, and teams that do their best work without heroics.

Experience

Work history, roles, and key accomplishments

Vice President, Operations

Elm Street Technology

Mar 2025 - Jul 2026 (1 year 4 months)

Conceived and directed an AI and data transformation across a multi-brand SaaS portfolio, reaching 27% sustained ticket deflection. Owned workforce-mix and capacity planning for a 40-person organization and a ~$2.1M annual operating budget.

AI data transformation SaaS Workforce Planning Capacity Planning Budget Management CSAT NPS Omnichannel Routing SLA Management

Director of Operations & Customer Support

Elm Street Technology

Feb 2024 - Mar 2025 (1 year 1 month)

Designed and ran quarterly OKR-style goal-setting and the operating cadence across five departments. Restructured billing communications, cutting chargebacks from 1.12% to 0.22% and refunds from 3.71% to 0.66%.

OKRs Operations Management Billing Chargeback Reduction Vendor Management Financial Analysis

Senior Operations Manager

Elm Street Technology

Sep 2023 - Mar 2024 (6 months)

Owned operational Salesforce and the operations Center of Excellence across full-time and contract teams. Served as the bridge between operations and tooling, translating requirements into system configuration and automated workflows.

Salesforce Operations Management Center Of Excellence Workflow Automation Cross Functional Integration

Technical Project Manager

Elm Street Technology

Feb 2023 - Oct 2023 (8 months)

Consolidated post-acquisition Salesforce orgs into a single instance for roughly $200K in annual savings. Owned Salesforce infrastructure and vendor relationships.

Salesforce Project Management Vendor Management Cost Savings

IT Project Manager, Software Development

PacificSource Health Plans

Nov 2022 - Feb 2023 (3 months)

Ran software-development projects as IT Project Manager for a regional health plan. Coordinated cross-functional stakeholders through an enterprise IT compliance audit and an enterprise server migration.

Project Management Software Development Compliance Server Migration Stakeholder Coordination

Technical Operations Manager

Riskonnect, Inc.

Jun 2022 - Sep 2022 (3 months)

Stood up a project-management program across five technical teams with real-time data and automated executive reporting. Contributed to integration across five acquisitions while running concurrent enterprise implementations on time and on budget.

Project Management Technical Operations Executive Reporting Integration Enterprise Implementation

Project Manager, Operational Readiness

Elm Street Technology

Jul 2021 - May 2022 (10 months)

Produced the Salesforce roadmap consolidating five products into a single instance. Project-managed a 12,000-customer billing migration onto Recurly in four months and consolidated five products onto a single platform in six months.

Salesforce Project Management Billing Migration Recurly Zuora Data Mapping Workflow Redesign

Project Manager, Compliance

Elm Street Technology

Jul 2020 - Jul 2021 (1 year)

Consolidated duplicate post-acquisition contracts for $320K in annual savings. Built and ran a compliance program monitoring 1,200-plus contracts on a weekly risk and external-audit cadence.

Compliance Contract Management Risk Management Audit

Compliance & Partner Operations Lead

Elm Street Technology

Jun 2018 - Jun 2020 (2 years)

Led a six-person team as primary relationship manager across 550 partner boards. Translated technical requirements bidirectionally and ran daily and weekly transparency reporting.

Compliance Partnership Management Team Leadership Technical Translation Reporting