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Kristyna Mason

@kristynamason

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Technical Operations Manager | Problem-Solver & Customer Advocate

United States

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What I'm looking for

I am seeking a role that combines my customer-centric approach with analytical skills to drive impactful improvements.

I’m a Customer Support & Technical Operations Leader with 10+ years in enterprise SaaS and InsurTech. I help teams bridge customers, product, and engineering to solve complex technical challenges and turn operational feedback into processes and improvements that actually stick. I thrive on untangling messy problems, figuring out what really matters, and helping teams deliver solutions that work for both customers and the business.

I dig into data, system logs, and customer feedback to find root causes, not just symptoms. I translate complex issues into actionable requirements and build resources so answers flow without bottlenecks. I embrace AI and other tools where they make sense, but my strength is applying human judgment, context, and cross-functional thinking to solve problems that can’t be fully automated.

I’m looking for teams that value strategic thinking, hands-on problem solving, and keeping the human element in the process.

Experience

Work history, roles, and key accomplishments

Technical Program Manager

Insured Connect

Jan 2025 - Jun 2025 (5 months)

Served as the primary point of contact for all life insurance carrier partners, and managed onboarding and ongoing data feed support. Investigated carrier-reported data discrepancies via AWS Athena and CloudShell, developing hands-on skills in cloud-based data exploration. Partnered with business and data teams to diagnose systemic issues and propose long term results.

AWS CloudShell Data Exploration Program Management Data feeds

Support Operations Manager

iPipeline

Jul 2018 - Jan 2025 (6 years 6 months)

Directed a high performing national support team of 12, managing hiring, onboarding, and development to reduce ramp-up time and deliver 95%+ customer satisfaction. Implemented Salesforce Omni-Channel routing with custom workload rules, reducing average response time by 15% and improving team efficiency.

Team Leadership Customer Satisfaction Training Programs Process Improvement

Senior Support Analyst

iPipeline

Feb 2014 - Jul 2018 (4 years 5 months)

Resolved product issues across iPipeline’s product suite using MS SQL to analyze data and investigate root cause. Built and maintained a central internalized knowledge base, replacing outdated documentation with a streamlined, searchable resource still in use today.

SQL Root Cause Analysis Knowledge Management Product Support

Associate Business Analyst

iPipeline

Jul 2011 - Mar 2014 (2 years 8 months)

Conducted retrospective sessions for analyzing sprint outcomes, enhancing continuous improvement efforts. Ensured alignment with business requirements and successful execution of deliverables within test cases through comprehensive quality assurance assessments by employing a detailed test matrix.

Quality Assurance Business Analysis Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Temple University

Bachelor of Arts, Journalism

2002 - 2006

Studied Fine Arts with a focus on Communications and Photojournalism at Temple University. Developed skills in visual storytelling and communication strategies.