Zora Robinson

S

Senior Program Manager at Snap · Zendesk, automation

Snap
San Francisco, CA · PT (UTC-8)
10+ years experience
Purdue University
English
Advising
Messaging unavailable

Overview

10 years in operations, the last 2 at Snap, where I work on the support team. Ran the support program across 7 teams to launch on schedule. Most at home with customer support and process design.

Good reasons to reach out
  • Advice on customer operations
  • Second opinions on customer support decisions
  • Questions about customer operations
Please don't message about
  • Courses and coaching offers
  • SEO and link-building offers
  • Agency or outsourcing pitches
Skills
process designZendeskqualitycustomer supportworkforce planningautomation
AdvisingOpen to advising
closes in 3 months

Office hours for new chiefs of staff: customer operations and process design

Topics
customer operations, process design, quality
Format
Office hours
Terms
Open to discuss
Capacity
One advisory role at a time
Best for
Teams scaling past 50 people

10 years of customer operations. Can review plans, decks and hiring loops.

San Francisco, CAcustomer supportprocess designworkforce planning
Open

Experience

  1. Senior Program Manager
    Mar 2025 - Present
    Snap · 1 yr 7 mo · Full-time · San Francisco, CA
    • Ran the support program across 25 teams to launch on schedule.
    • Brought support first-response time from 21 hours to under 2.
    • Launched operations in 21 cities.
  2. Operations Manager
    Aug 2022 - Mar 2025
    Comcast · 2 yr 7 mo · Full-time · San Francisco, CA
    • Cut cost per order by 30% with routing and staffing changes.
    • Brought support first-response time from 15 hours to under 2.
  3. Operations Associate
    Jan 2019 - Aug 2022
    JPMorgan Chase · 3 yr 7 mo · Full-time · San Francisco, CA
    • Negotiated 321 commercial agreements a year.
  4. Operations Associate
    Aug 2017 - Jan 2019
    KPMG · 1 yr 5 mo · Full-time · San Francisco, CA
    • Secured 5 payments licences.
    • Negotiated 319 commercial agreements a year.
  5. Operations Associate
    Jun 2016 - Apr 2017
    Kaiser Permanente · 10 mo · Full-time · San Francisco, CA
    • Built the privacy programme for launches in 13 countries.
    • Secured 7 payments licences.

References

No references yet.

Education

  1. Purdue University
    BS, Operations Research
    2011 - 2015

Details

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