Elizabeth Kennedy

S

Senior Program Manager, Mastercard - customer support · workforce planning · automation

Mastercard
New York, NY · ET (UTC-5)
12+ years experience
University of Florida
English, Spanish
Co-founder
Messaging unavailable

Overview

Senior Program Manager at Mastercard, focused on customer operations. Brought support first-response time from 12 hours to under 2. Ran the support program across 16 teams to launch on schedule.

Good reasons to reach out
  • People who want to build this with me
  • Thoughtful intros to people in my field
  • Second opinions on customer support decisions
Please don't message about
  • Generic networking requests
  • Offshore staffing offers
Skills
Zendeskcustomer supportautomationworkforce planningquality
Co-founderLooking for a co-founder
closes in 3 months

Looking for a commercial co-founder for farm-input financing for agencies

The idea
Farm-input financing for agencies
Stage
Prototype
I bring
11 years in customer operations
Looking for
Operator who has scaled a team
Commitment
Full-time after funding
Location
New York or remote

I bring 12 years of customer operations (currently Mastercard). Ideally you've run operations in the Nordics. Pre-product, some customer interviews done.

New York, NY · remote OKqualityautomationworkforce planning
Open

Experience

  1. Senior Program Manager
    Jun 2023 - Present
    Mastercard · 3 yr 4 mo · Full-time · New York, NY
    • Rebuilt the planning process the company still runs every quarter.
    • Ran the support program across 10 teams to launch on schedule.
  2. Program Manager
    Mar 2020 - Feb 2023
    General Motors · 2 yr 11 mo · Full-time · New York, NY
    • Launched operations in 10 cities.
    • Cut cost per order by 27% with routing and staffing changes.
  3. Program Manager
    Oct 2016 - Mar 2020
    Coinbase · 3 yr 5 mo · Full-time · New York, NY
    • Rebuilt the planning process the company still runs every quarter.
  4. Operations Associate
    Oct 2014 - Oct 2016
    Boeing · 2 yr · Full-time · New York, NY
    • Built the privacy programme for launches in 8 countries.

References

No references yet.

Education

  1. University of Florida
    BS, Business Administration
    2010 - 2014

Details

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