Maura Thayer

I am an AI-driven operations and implementation leader with deep experience building scalable knowledge systems, automation strategies, and streamlined workflows. I focus on operational documentation, Confluence architecture, and applying AI agents to improve routing and classification.

At Dutchie, I led implementation operations and customer success initiatives, automating documentation workflows with Rovo that reduced update time by 67% and building a ticket-classification AI agent to improve routing accuracy. I also designed CSAT automation, rebuilt the Implementation Confluence space, and created scalable SOP architecture using include-pages.

Previously at Toast, I progressed from Software Configuration Specialist to Manager of Field Services and Consultant in Logistics & Professional Services, creating post-go-live service functions, cutting case resolution time 20% with 50% fewer FTE, and reducing first-touch time from 60 hours to 4 hours. I built dashboards, onboarding playbooks, and led cross-functional projects delivered on time and under budget.

I bring a pragmatic, data-driven approach to change management and cross-functional collaboration, with hands-on experience in Jira, Salesforce, Looker, and multiple PSA and workflow tools. I prioritize scalable processes, measurable outcomes, and empowering teams through clear documentation and automation.