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@nataliemortenson
Strategic Program Manager driving operational excellence, VoC analysis, and cross-functional product improvements.
United StatesI 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.
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Work history, roles, and key accomplishments
AMConducted 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.
TIIndependently 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.
GOManaged Cloud infrastructure resources for projects, removed roadblocks to meet milestones, and supported program analytics by defining KPIs and building dashboards for stakeholders.
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.
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.
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.
Degrees, certifications, and relevant coursework
DAData Analysis
2020 - 2020
Completed an Advanced SQL course on DataCamp in 2020.
UWPsychology
2012 - 2013
Completed coursework in Psychology at the University of Washington during 2012–2013.
BCAssociate of Science
2008 - 2010
Earned an Associate of Science degree from Bellevue College between 2008 and 2010.
United StatesYou can contact Natalie and 90k+ other talented remote workers on Himalayas.
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