When I Work Case Study
“Toni had a significant impact on developing scalable systems that made it easier for us to serve our clients, prioritize decisions, and ultimately work better together.”
– Nick VanWagner, SVP Operations
Objective
When I Work SVP Operations wanted to bring all operations teams under one umbrella to build a stronger bridge between operations and product. As a leader within the product organization, I was tasked with building scalable, sustainable, human-centered processes and practices to manage cross-org programs.
Solutions
Flocking. United a 30-person team that included customer success managers, customer care representatives, project managers, and trainers leveraging product management philosophies.
Laying Foundations. Navigated role definition, curated values, and collaborated on workload distribution to lessen burnout and improve delivery.
Scaling and Iterating. Developed a large strategic account management approach, automated systems, established OKRs, and organized cross-functional programs.
Benefits
Increased Client Satisfaction Scores
After one year of more sustainable processes and operational efficiency, received above industry client satisfaction scores.
Improved Collaboration
Incorporated StrengthsFinder and trauma-informed communication styles into team culture to improve collaboration and decrease employee turnover.
Met Client Retention Goals
Overseeing cross-functional programs with a systems thinking mindset, met organizational goals and achieved 98% client retention.