Jill Eisenhart

Responsible for the program and content aspects of building a new DevOps cloud security community.

Developed and maintained product specific self-help content. Monitored and delivered community and content engagement reports. Handled all aspects of product and engineering webinar series.

Implemented large-scale digital marketing and community management programs for portfolio of clients. All aspects of managing a global team of social media and community managers.

Collaborated with product and engineering teams to provide feedback and ensure smooth product updates. Classified sensitive user generated content to industry and company standard.

Business process assessment (gap analysis, KPI's, improvement opportunities).

Identified opportunities to enhance safety policies and procedures and project manage rapid operations implementation. Provided continuous improvement cycles across a broad spectrum of global moderation and customer support operations. Mentored and coached junior managers to assist in skill development.

PARTNER SERVICES: - Coordinate with vendor to ensure all performance metrics are met, and to develop action plans where opportunities for improvement exist/develop. - Work together with vendor and internal resources to monitor and ensure all processes are working to provide world class customer service; streamline and revise processes. - Responsible for timely reporting, of all required metrics, validate accuracy, and compliance with all contract stipulations. - Provide proactive management in the areas of problem identification and resolution, process improvements, client issues and quality. - Review vendor’s staffing plans and ensure vendor is meeting service levels for all skill groups. - Develop and maintain weekly site results reports, including key metrics, stack ranking of agents and site comparisons. Deliver findings at a weekly vendor operations review call and work with vendors to create and track initiatives to improve key metrics. CUSTOMER ADVOCACY: - Work collaboratively with business and technical stakeholders to identify and prioritize solutions based on multiple dimensions of complexity (e.g. member impact, existing controls, cost, etc.). - Partner with product and engineering teams to develop a roadmap that delivers on the department and company goals. - Author company law enforcement guide and educate law enforcement authorities on our policies for protecting user data and responding to legal requests. - Develop and maintain relations with domestic and international law enforcement authorities. - Manage a team of analysts whom refer relevant matters to the National Center for Missing and Exploited Children (NCMEC) and law enforcement authorities. - Coordinate and drive the planning and execution of a broad range of safety initiatives, including project management and cross-functional team communication. - Make recommendations for key systems / tools / capabilities required to meet the needs of analysts.

Designed and implemented continuous process improvement systems. Managed 3 offshore call center vendors consisting of over 500 agents including planning and defining requirements, setting objectives, establishing timetables and performance deliverables.  Responsible for generating, reviewing and interpreting daily reports to assess vendor performance and staffing needs.  Ensured vendors met key performance objectives such as service level targets, customer satisfaction ratings, sales objectives, and quality assurance.  Engaged executive levels within both Friend Finder Networks and the vendor sites in overall process improvement and vendor partnership.  Identified areas of opportunity and created innovative solutions to lower costs and enhance revenue generation.  Coached, trained and mentored supervisors, trainers and agents to improve their performance.  Evaluated vendor policies and procedures and monitored implementation of process controls.  Defined and documented processes and ensured enforcement of procedures.

Led a team of senior technical and billing agents for multiple products. Started as a Tier 3 Billing Agent and after 2 years was promoted into a leadership role over billing agents. After 2 years successfully leading the Billing team, management expanded my role to also lead technical support agents over 7 product lines.  Significantly increased customer satisfaction ratings – 3.2 to 6.7 (on a 10.0 scale) within the first 3 months managing technical support on a core product.  Managed through pre- and post-product launch activities with all vendor and product management teams on a global basis.  Identified, designed, implemented, managed, and supported metrics, procedures, processes and workflows enabling a high level of efficient customer service.  Worked in partnership with executive level management both internally and with outsourced vendors to improve process and support procedures.  Provided leadership to cross functional team members focusing on continuous improvement and management of tactical and strategic operational activities.  Collaborated with customers, partners, and internal colleagues to ensure successful implementation of solutions.