Open to opportunities

Laura Rakuscsinecz

@laurarakuscsinecz

Message

Operations Manager scaling customer operations and product launches with data-driven process optimization.

Romania

Message

What I'm looking for

I’m looking for a central ops role where I can own product launches and customer operations end-to-end, build scalable workflows (SOPs, onboarding, escalation), and partner cross-functionally—turning customer insights into measurable improvements.

I’m an Operations Manager who thrives on owning complex, moving parts—product launches, customer operations, and the workflows that keep a growing team functional. I helped scale a DTC brand from 1 to 7 products and from 40K to 80K customers, while cutting refund rates from 8.5% to 5.2% through proactive customer education, onboarding redesign, and feedback loops.

In my central ops role, I launched 7 products end-to-end in the Norwegian market, coordinating the full cycle from manufacturer negotiation and freight coordination to Shopify build, Klaviyo onboarding flows, Norwegian copywriting, compliance, and post-launch optimization. I built the operational support infrastructure—SOPs, onboarding systems, macros, escalation workflows, flowcharts, and customer communication frameworks—while managing customer support operations (150–300 daily inquiries) and coordinating up to 30+ internal and external collaborators across time zones and languages.

Experience

Work history, roles, and key accomplishments

Operations & Product Launch Manager

Mado AS

Sep 2022 - Mar 2026 (3 years 6 months)

Owned end-to-end product launch and customer operations while scaling a DTC brand from 40K to 80K customers and expanding from 1 to 7 active products. Reduced refund rates from 7.8% to 5.2% through onboarding redesign and customer education, launched 7 products in Norway, and managed support operations handling 150–300 inquiries/day for up to 4 agents.

Product Launch Management Customer Operations Process Optimization SOP Development Shopify Multilingual Communication Cross Functional Team Leadership

Localization & Project Management Consultant

Upwork

Aug 2018 - Sep 2022 (4 years 1 month)

Delivered Norwegian and English localization with native-quality results while managing 10–15 concurrent client projects across gaming, legal, tech, and education. Maintained a top-rated profile with 92 completed projects, 5-star reviews, and 100% Job Success Score, handling scoping, communication, QA, delivery, and invoicing as a one-person PM/QA function.

Project Management QA Client Communication Scoping Delivery Management Invoicing

QA Performance & Training Specialist

CPL Integrated Services

Feb 2017 - Jul 2018 (1 year 5 months)

Owned QA performance reporting for 40–50 agents and produced analytical insights that drove coaching decisions. Led weekly onboarding training for cohorts of 15–20 new support agents, conducted Norwegian language assessments for recruitment, and aligned QA, ops, and HR across multilingual teams.

Quality Assurance Coaching For New Agents Training Delivery Multilingual QA Standards