Open to opportunities

Sarah Kittell

@sarahkittell

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Operations-focused SaaS leader scaling global support, partner operations, and platform workflows.

United States

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What I'm looking for

I seek a leadership role in SaaS operations or partner ecosystems where I can scale distributed teams, optimize workflows, and drive adoption of platform improvements.

I am an operations-focused SaaS leader with 7+ years scaling global support organizations, partner operations, and platform workflows in high-growth environments. I lead distributed teams, coach frontline leaders, and serve as a subject-matter expert in complex partner ecosystems.

At FareHarbor, I managed a 17-person global support organization, partnered with Product and Engineering to drive 96.5% adoption of key feature improvements, automated onboarding to shorten time-to-connection by ~5 days, and helped implement AI-powered Zendesk automation to handle ~15% of ticket replies while maintaining SLAs.

I am fluent in Spanish, have international experience delivering training and building programs, and have a track record of using data-backed insights to influence monetization strategy and generate measurable revenue impacts.

Experience

Work history, roles, and key accomplishments

Current

Manager, Channel Support

Current

FareHarbor

Dec 2020 - Present (5 years 2 months)

Managed a 17-person global channel support organization, improving documentation, escalation handling, and coaching two frontline leaders while serving as SME for affiliate and reseller workflows.

Support Operations SLA Management Partner Operations Escalation Management Workflow Design Data Analysis Leadership

Channel Support Specialist

FareHarbor

Feb 2019 - Dec 2020 (1 year 10 months)

Supported affiliate and reseller workflows across FareHarbor’s distribution ecosystem and contributed to automation and process improvements that reduced manual workload and onboarding time.

Support Operations Zendesk Onboarding Data Analysis Cross Functional Collaboration

Program Innovation VISTA

AmeriCorps VISTA

Jul 2018 - Feb 2019 (7 months)

Conducted market and community needs research and launched two revenue-generating programs for refugees and immigrants, building sustainable funding models and improving digital visibility through SEO and Google Ads.

Program Development SEO Google Ads Project Management Stakeholder Engagement Communication

Business Language Consultant

Exploradores de Idiomas

Jun 2016 - Jul 2018 (2 years 1 month)

Delivered business English training and designed custom curricula for multinational teams and Amazon call centers, and managed contracts, vendors, and instructor recruitment to scale services.

Curriculum Development Contract Management Vendor Relations Cross Cultural Communication Program Delivery