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Madeline Siegel

@madelinesiegel

I lead operations transformations that streamline support workflows, reduce escalations, and improve customer experiences.

United States

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What I'm looking for

I'm looking to lead operational strategy, process improvement, and cross-functional programs that improve service delivery, reduce manual effort, and create better customer experiences.

At 2U, I led operational transformation across Student Support, Faculty Support, and an external vendor, reducing engineering Jira ticket volume by 70%. I also partnered with Product, Engineering, and Technical Operations to implement enhancements that cut ticket resolution time by 50%.

I've managed operational relationships across eight university partners, migrated five partners into a shared Salesforce environment, and built KPI dashboards that gave leadership clearer visibility into delivery performance and operational health.

My background spans customer success, support operations, program management, stakeholder communication, and process improvement. I bring hands-on experience turning operational data into scalable workflows that reduce manual effort and improve the customer experience.

Experience

Work history, roles, and key accomplishments

Operations Lead

2U Inc.

Nov 2024 - May 2025 (6 months)

Led a cross-functional operational transformation spanning Student Support, Faculty Support, and an external vendor, reducing engineering Jira ticket volume by 70% through workflow redesign and standardized processes. Partnered with senior leadership to develop operational strategies that improved service delivery, reduced technical escalations, and increased team efficiency.

Operations Strategy Process Improvement Cross Functional Program Management KPI Reporting Jira Stakeholder Management

Operations Analyst

2U Inc.

Oct 2022 - Nov 2024 (2 years 1 month)

Analyzed operational trends and performance metrics to identify process bottlenecks and recommend scalable improvements. Partnered with cross-functional teams to implement system enhancements that reduced ticket resolution time by 50% and coordinated migration of five university partners into a shared Salesforce environment.

Operations Analysis Process Improvement Salesforce Project Management Cross Functional Collaboration Data Analysis Workflow Documentation

Operations Specialist

2U Inc.

Oct 2021 - Sep 2022 (11 months)

Initiated and led a cross-functional initiative to centralize Jira ticket intake across three operational departments, reducing escalations by 80% while improving workflow consistency. Standardized operational processes and troubleshooting documentation to improve communication across support teams.

Jira Google Sheets Salesforce Pivot Tables V Lookups Process Improvement Cross Functional Collaboration

Senior Student Success Advisor (Interim Manager)

2U Inc.

Oct 2020 - Oct 2021 (1 year)

Served as Interim Manager, providing coaching, operational guidance, and workflow support during periods of organizational transition. Led cross-functional coordination during a complex university program wind-down, ensuring continuity across internal teams and external stakeholders.

Coaching Operational Guidance Workflow Support Cross functional Coordination Stakeholder Management

Student Success Advisor II / I

2U Inc.

Jan 2019 - Oct 2020 (1 year 9 months)

Managed a portfolio of 150+ customer accounts, delivering onboarding, issue resolution, and lifecycle relationship management. Consistently ranked in the top 10% for Net Promoter Score through proactive communication and problem resolution.

Customer Relationship Management Onboarding Issue Resolution Communication Skills Problem Solving Net Promoter Score

Education

Degrees, certifications, and relevant coursework

University of Oklahoma

Bachelor of Business Administration, Entrepreneurship

Activities and societies: Finalist, Donald W. Reynolds Governor's Cup Business Plan Competition; Study Abroad: Università degli Studi di Siena, Arezzo, Italy

Pursued a Bachelor of Business Administration in Entrepreneurship with a minor in Philosophy. Finalist in the Donald W. Reynolds Governor's Cup Business Plan Competition.