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Natalie Mortenson

@nataliemortenson

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Strategic Program Manager driving operational excellence, VoC analysis, and cross-functional product improvements.

United States

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What I'm looking for

I seek a senior program or operations role where I can drive VoC-informed product improvements, lead cross-functional initiatives, and improve operational efficiency.

I am a Strategic Program Manager with a decade of program and project leadership experience at top-tier tech companies including Amazon, TikTok, Google, and Rover.com.

I specialize in translating strategy into execution by building VoC programs, defining KPIs, and delivering actionable insights through SQL analysis and dashboards.

My work has driven measurable results: I launched Rover.com's first VoC and QA programs, saved over $600K through self-service initiatives, and led 200+ projects to improve TikTok Livestream operations.

I prioritize operational excellence, stakeholder engagement, and continuous improvement to enhance customer and partner experiences while scaling product and trust & safety initiatives.

Experience

Work history, roles, and key accomplishments

Program Manager

Amazon

May 2024 - Oct 2025 (1 year 5 months)

Conducted Transportation Risk and Compliance audits and led capacity planning for Amazon Freight Partners, delivering cadence business reviews and cost-to-serve analysis to inform partner and internal decisions.

Capacity Planning Risk & Compliance Forecasting Data Analysis Cost To Serve Stakeholder Management Transportation Operations

Business Operations Analyst

TikTok

Nov 2021 - Mar 2024 (2 years 4 months)

Independently managed US Livestream operations within Trust & Safety, defined KPIs for moderation, analyzed moderator surveys, and drove tooling and ML improvements to improve content moderation performance.

Trust & Safety KPIs Survey Analysis WBR MBR

Project Manager

Google

May 2021 - Nov 2021 (6 months)

Managed Cloud infrastructure resources for projects, removed roadblocks to meet milestones, and supported program analytics by defining KPIs and building dashboards for stakeholders.

KPIs Dashboarding Analytics Risk Mitigation Resource Management

Voice of Customer Analyst

Rover.com

Apr 2019 - Apr 2020 (1 year)

Built and launched Rover's first VoC program, extracting and analyzing Zendesk contacts, NPS, CSAT, and app reviews to deliver insights that informed product roadmaps and Trust & Safety improvements.

SQL Zendesk NPS CSAT Analysis Data Visualization Product Feedback Trust & Safety Cross Functional Communication

Quality Assurance Analyst

Rover.com

Apr 2017 - Apr 2019 (2 years)

Developed audit frameworks and productivity dashboards to launch Rover's first QA program, defined metrics with leadership, and implemented process changes to improve operational efficiency.

Quality Assurance Dashboarding Metrics Process Improvement Reporting

Human Resources PM

First Choice In-Home Care

Feb 2013 - Mar 2017 (4 years 1 month)

Led onboarding and offboarding projects and recruitment initiatives for certified caregivers serving disabled clients, managing interviews and related HR project work.

Onboarding Offboarding Recruitment Project Management Care Management