August 2006 — February 2008
One of three managers to start up and develop a new organization of 300+ employees. Successfully moved call center from California to Oregon ahead of 7 month schedule to support 7.5 million customers. Recruited and interviewed all positions including Leadership, Customer Service, HR, Quality Assurance and Technical Support. Facilitated team development, problem intervention and group process consultation. Led process improvement initiatives, managed transitions and modified organizational structure in a rapidly changing e-commerce environment. Developed organizational processes including on-boarding, performance review, interview standards and communication plans. Built training team to design, implement and facilitate new hire curriculum. Created training documentation and standards including new hire curriculum, user manuals, job aids, presentations, tutorials and evaluations. Established leadership and mentoring programs for support staff. Transferred tribal knowledge to new support staff through intensive training, documentation and communication processes.