Katie Kearney

COO at Radix AI · Customer operations · workforce planning, quality

Radix AI

Dublin, Ireland · GMT (UTC+0)

14+ years experience

Royal College of Art

English

Hiring Advising

Messaging unavailable

Overview

I lead customer operations at Radix AI in Dublin. Ran the support program across 7 teams to launch on schedule. Before that: HSBC and BBC. Most at home with automation and Jira. Weekend cricket, weekday chai.

Good reasons to reach out

Advice on customer operations
Candidates for the role I'm hiring for
Questions about customer operations
Working sessions on Zendesk
Thoughtful intros to people in my field

Please don't message about

Offshore staffing offers
Crypto token projects

Checks messages twice a week

Skills

automationJiraqualityZendeskcustomer supportworkforce planning

HiringHiring for a role

closes in 3 months

7 operations manager roles open on the support team in Dublin

Role: Operations manager
Level: Senior
Type: Full-time
Work mode: Hybrid
Compensation: $137k-$169k
Team: Support, 4 people
Start: As soon as possible
Must have: Has run operations at a similar scale Comfortable with numbers and process Ownership of something end to end
Process: Intro call, technical deep dive, team chat

Comp £87k-£126k. One technical chat and a paid trial day. Message me with one thing you shipped that you're proud of.

Dublin, Irelandqualityzendeskworkforce planning

Open

AdvisingOpen to advising

closes in 3 months

Office hours for new chiefs of staff: customer operations and Jira

Topics: customer operations, customer support, Zendesk
Format: Office hours
Terms: Paid
Capacity: One call a month
Best for: Engineers moving into leadership

30 years of customer operations. Prefer specific questions over coffee chats.

Dublin, Irelandzendeskqualitycustomer support

Open

Experience

COO
May 2022 - Present
Radix AI · 4 yr 5 mo · Full-time · Dublin, Ireland
- Brought support first-response time from 8 hours to under 1.
- Cut cost per order by 30% with routing and staffing changes.
Senior Program Manager
May 2020 - May 2022
HSBC · 2 yr · Full-time · Dublin, Ireland
- Cut cost per order by 16% with routing and staffing changes.
- Brought support first-response time from 23 hours to under 1.
Operations Associate
Jul 2018 - May 2020
BBC · 1 yr 10 mo · Full-time · Dublin, Ireland
- Built the privacy programme for launches in 11 countries.
Operations Associate
Feb 2015 - Jul 2018
Arm · 3 yr 5 mo · Full-time · Dublin, Ireland
- Built the privacy programme for launches in 12 countries.
- Secured 3 payments licences.
Operations Associate
Feb 2013 - Feb 2015
Lloyds Banking Group · 2 yr · Full-time · Dublin, Ireland
- Built the privacy programme for launches in 22 countries.

References

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Education

Royal College of Art
MA, Mechanical Engineering
1995 - 1997
Durham University
BA, Mechanical Engineering
1992 - 1995

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