Rachael Jennings

I’ve managed end-to-end programs across Meta’s monthly invoicing migration and TikTok’s partner and risk operations, with a strong focus on operational health and client experience. At Meta, I stood up a new support workstream in 4 weeks, coordinating 6+ teams to launch a tiered structure for 2,000+ advertiser accounts.

I monitor what happens after launch and iterate fast—at Meta I ran a continuous client feedback loop, drove 3 SOP iterations in 2 months, and helped reduce ticket volume by ~50% during the migration. I also authored internal SOPs and agent-facing training materials, and trained an LLM on product policy to support consistent client experiences.

At TikTok, I worked with 50+ enterprise and mid-market clients in regulated verticals, helped reduce ad rejections by 15%, and expanded onboarding to add 200+ clients while increasing satisfaction ratings by 85%. I was a founding member of TikTok’s first Risk Investigation team, analyzing 3,000+ accounts to reduce malicious activity by 25%.