While I explore new opportunities, I'm open to product design and Webflow development freelance work. Get in touch.

About

Ethos

(Creativity + Strategy) x (Technology) = Rapid Innovation

In the rapidly evolving realm of technology, I leverage creativity, analytical thinking, generative AI, and deep concentration to create rapid solutions that help people and inspire forward movement. Drawing from an infinite well of curiosity and an innate ability to adapt quickly, I thrive in dynamic environments that demand innovative solutions, transforming chaos into order. Inspired by Agile principles and a commitment to continuous improvement, I strive to refine every project I undertake — including myself!

Personality

Meyers-Briggs Type INFJ "Advocate"

INFJ strengths:
  • Empowerment Leadership & Teamwork: Servant leadership, oriented towards collaboration and inclusivity.

  • Interpersonal Communication: Empathy and attentive listening in collaborative environments.

  • Insightfulness: Intuitive insights, analytical thinking, and innovative problem-solving.

  • Adaptability: Flexibility, calm and effective stress management.

  • Continuous Improvement: Self-reflection and receptivity to feedback.

  • Work Ethic: Diligence, detail orientation, intrinsically motivated requiring minimal oversight.

  • Often referred to as the "extroverted introvert"

  • More about the Meyers-Briggs INFJ personality type.

Cultural Values

Qualities of compatible cultures:
  • Inclusivity: Celebrates diversity, transparent hiring and collaboration, cultivates an open door policy.

  • Employee-Centric: Encourages work-life balance and fosters a warm and humanistic workplace.

  • Client-Focused: Combined passion and professionalism, ensuring honest, high-quality client interactions and deliverables.

  • Flexible Control: Structured yet adaptable work environment, honoring individuality while upholding transparent guidelines and dedication to project timelines.

Professional Summary

My journey in product operations and project management has enabled me to play a vital role in developing and implementing influential strategies. Adept at guiding remote teams, refining workflows, and enhancing user experience with innovative solutions, I am recognized for optimizing operational efficiency, demonstrating agility amidst evolving priorities, and facilitating clear communication and alignment among diverse stakeholders.

One of my proudest accomplishments was contributing to the development of a program that established the foundation to reduce Lyft’s dependence on Google Maps by 63%, saving millions. Later, I led the rapid scaling of operations, expanding from 30 to 81 markets within only four months. Drawing on my operational instincts and product design background, I audited operations workflows and developed product requirements for our enterprise tooling which, upon implementation, increased operational efficiency by 30%. I also led an extensive user research project that clearly revealed the potential to reduce program churn by as much as 80% and, following this revelation, proposed and spearheaded a cross-functional project to create an in-app solution to re-engage drivers.

Experience

Associate Product Operations Manager | Lyft

Remote, June 2022 - May 2023
Strategic Planning and Market Expansion
  • Successfully directed the strategic growth of map data gathering efforts, expanding our reach to 81 markets within a four-month period. This expansion played a pivotal role in reducing our reliance on Google Maps by 63%, resulting in significant cost savings.
  • Crafted and implemented KPIs for market analysis, resulting in comprehensive market dashboards for data-driven decision-making and structured analyses across 108 markets, increasing market stability.
Operational Efficiency and Process Innovation
  • Led coordination between engineering, operations, and product teams for streamlined product launches, enhancing product uptime, and established efficient software issue resolution processes.
  • Designed driver support workflows and integrated customer management systems within Jira, boosting ticket management and developing operational dashboards for real-time insights and heightened operational metrics visibility.
  • Innovated a comprehensive technical support system, reducing support tickets through a user self-troubleshooting training program and a unified multi-channel driver support system.
Risk Management and Financial Oversight
  • Collaborated closely with business development and legal teams for proactive risk management in product launches, ensuring smooth and compliant rollouts.
  • Managed operational expenditure budget and vendor relations, addressing complex billing issues and maintaining financial oversight.
User-Centric Initiatives and Team Leadership
  • Orchestrated a detailed user research initiative to reduce driver churn by up to 80%, leading a team to create an in-app driver re-engagement strategy, resulting in 70% automation of operational processes.
  • Led and mentored a remote team of project coordinators, ensuring effective technical support and execution of essential ground operations.

Program/Project Manager | Lyft

Remote, October 2020 - June 2022
Project Management and Strategic Planning
  • Authored and updated a comprehensive market launch project schedule in Google Sheets, achieving a 97% on-time delivery rate and offering instant visibility into program milestones, demonstrating strategic project management and planning.
  • Successfully negotiated with manufacturers and vendors, achieving a 62% cost reduction in hardware and peripherals, while ensuring cost-effectiveness and premium quality in contracts with six key vendors. Managed a $1.2m budget with 98% adherence, showcasing financial management expertise.
Operational Excellence and Process Improvement
  • Spearheaded the design and implementation of end-to-end operational workflows within the Lyft Map Contributor Program, significantly enhancing operational efficiency and fluidity. Focused on passive data collection from drivers in emerging markets, reflecting a commitment to operational excellence.
  • Drove continuous improvement in product development through operational audits and formulation of Product Requirement Documents (PRDs) for enterprise tooling enhancements, achieving a 30% increase in operational efficiency and setting the stage for an additional 70% process automation.
Team Leadership and Cross-Functional Collaboration
  • Hired, mentored, and managed a cohesive team of project coordinators, fostering an innovative and collaborative culture to propel program operations, highlighting effective team leadership and management skills.
  • Launched and led a monthly newsletter to celebrate team achievements, bolstering morale and adherence to program standards. Championed a diverse and inclusive team culture in partnership with Lyft's Diversity and Inclusion department.
  • Developed and nurtured relationships with local operations teams, delivering extensive training crucial for successful program deployment. Led cross-departmental efforts to synchronize schedules and align team objectives with overarching business targets, demonstrating effective cross-functional strategy and delegation.
Risk Management and Communication
  • Directed program launches with a focus on risk management and legal compliance, adjusting strategies to mitigate potential risks and collaborating closely with legal teams to navigate market-specific risks.
  • Authored bi-weekly 3P reports detailing operational KPIs and participated in monthly executive briefings, enhancing operational transparency, promoting alignment throughout the organization, and boosting program synergy, showcasing skills in stakeholder communication.
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Map Data Collection Driver | Lyft

San Francisco, California, February 2020 - OCtober 2020
Operational Management
  • Spearheaded remote hiring, onboarding, training, and offboarding for map data collection drivers across Lyft's 27 key markets, streamlining processes and cutting hiring and training duration by up to 2 weeks. Successfully managed targeted data collection operations, securing 90% of strategic map data essential for Lyft's base map.
  • Managed vendor relations, vehicle logistics, and safety compliance for fleet maintenance, ensuring vehicle readiness, on-time arrivals, secure parking, and efficient billing.
Hardware and Logistics Management
  • Directed hardware component research and testing, collaborating with an industrial designer to create a proprietary mount design, increasing uptime and reducing program churn. Forged strategic partnerships with manufacturers, optimizing the supply chain and overseeing the procurement of essential hardware peripherals.
  • Orchestrated the preparation and configuration of hundreds of mobile devices for map data collection, streamlining SOPs for operational efficiency, and managing the strategic shipping and logistics for device distribution to ensure secure and efficient delivery.
Cross-Functional Collaboration and Partnerships
  • Cultivated strong partnerships with Lyft hubs in top markets, enhancing clarity and alignment through comprehensive training and information sharing. Initiated proactive communication channels between hub and map operations teams for seamless market launches and effective risk mitigation.
  • Bridged data collection drivers and engineering teams, focusing on swift software issue resolution and safety. Developed SOPs and an escalation framework for technical and safety challenges, collaborating with engineers and product managers to enhance proprietary navigation software and ensure system reliability.

UX/UI & Webflow Designer | Freelance

Remote, August 2019 - March 2020

Product Designer | San Francisco Department of Health

San Francisco, California, May 2019 - July 2019
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UX Design Apprentice | General Assembly

San Francisco, California, April 2019 - July 2019
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Founder & Product Manager | Resonant Elements

Nevada City, California, March 2016 - January 2019
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Skills

Project
Management

  • Strategic Planning

  • Metrics & KPIs Development

  • Data-Driven Decision Making

  • Agile Methodologies

  • Program Reporting

Product
Development

  • Requirements Gathering

  • User Story Mapping

  • Product Requirement Document (PRD)

  • Feature Prioritization

Operational
Expertise

  • Workflow Design

  • Process Optimization

  • Operational Streamlining

Leadership & Collaboration

  • Cross-Functional Leadership

  • Strategic Planning

  • Conflict Resolution

  • Mentorship

Technology Stack

Project Management Tools | Jira, Trello, Asana
Documentation Software | Confluence, Google Suite, Microsoft Office
Collaboration Platforms | Slack, Miro, Zoom, Google Meet
Productivity & Efficiency | ChatGPT, Bing, Otter

Education & Certificates

Google Fundamentals of Project Management (In Progress) | Coursera, Online
UX Design Design Certificate | General Assembly, San Francisco, California
Certified Scrum Product Owner (CSPO) | Scrum Alliance, Online
Certified ScrumMaster (CSM) | Scrum Alliance, Online
Digital Media Design | San Francisco City College, San Francisco, CA

Recommendations

"I worked with Krista during our time at Lyft where she led the Operations team for a large program that involved both engineering and operations.

Krista played a crucial role in growing the program from zero to nationwide scale, and her contribution has been invaluable to the team's success. Krista demonstrated excellent research skills, diving deep into problems and working closely with our customers to allow the team to create our roadmap based on data and customer needs.

As the program grew, Krista also scaled the Operations team and adapted the team's processes to fit the scale, while working closely with engineering in parallel to help create the tooling needed to support smooth operations.

She also resolved a number of complicated external dependencies and problems, working closely with external partners and suppliers.

I am confident that Krista will be instrumental in any endeavor she decides to take on next."
Engineering Manager, Lyft
"I worked with Krista for roughly 2 years and can confidently say that she is one of the most dedicated and diligent team members I have had the pleasure to work with. Krista tackled and juggled multiple tasks and problems at once while maintaining a high quality and tracking of her work. She consistently went above and beyond to ensure that her projects were completed on time. Additionally, Krista demonstrated strong communication skills with her teammates, ensuring that they had full visibility into her ongoing and upcoming work. I have no doubt that Krista will continue to excel in her future endeavors and highly recommend her to any potential employer.
Head of Product Operations, Adroll
"Krista is a product operations specialist with a proven track record of managing product ops with precision and unwavering attention to detail. She consistently takes complete ownership of her work and ensures all tasks are completed accurately and efficiently. One of Krista's key strengths lies in enterprise tooling. She possesses a strong understanding of technology and is adept at using tools and software to streamline processes, enhance efficiency, and deliver results. Always looking for ways to leverage technology to add value to her team and organization, Krista has also made robust contributions to product development while working at Lyft. She works tirelessly to deepen her understanding of products and listens intently to our customers. Krista has a sharp eye for identifying opportunities to augment the customer experience and is able to work closely with product teams to translate customer needs into actionable insights.

Moreover, Krista is highly collaborative and an excellent team player. She interacts effectively with others, is a strong communicator, and is always willing to lend a hand, share her expertise, and collaborate to achieve business objectives. Krista excels at building strong relationships with colleagues and stakeholders, and communicates complex information in a clear and concise manner. She is also well-known for delivering impact. With a keen eye for identifying opportunities to improve processes, reduce costs, and increase efficiency, she approaches challenges with a solutions-focused mindset and consistently asks insightful questions. Krista motivates and inspires others to produce their best work and is always ready to take on new challenges and responsibilities.

Overall, I strongly recommend Krista for any role requiring a highly skilled, collaborative, product-focused, and results-driven individual. An exceptional professional with a robust work ethic, Krista is committed to achieving success through hard work and perseverance and will undoubtedly be an asset to any organization."
Group Product Operations Manager, Lyft

Want to get a feel for my work style? Download my curated project management templates here.

Recommendations

"I worked with Krista during our time at Lyft where she led the Operations team for a large program that involved both engineering and operations.

Krista played a crucial role in growing the program from zero to nationwide scale, and her contribution has been invaluable to the team's success. Krista demonstrated excellent research skills, diving deep into problems and working closely with our customers to allow the team to create our roadmap based on data and customer needs.

As the program grew, Krista also scaled the Operations team and adapted the team's processes to fit the scale, while working closely with engineering in parallel to help create the tooling needed to support smooth operations.

She also resolved a number of complicated external dependencies and problems, working closely with external partners and suppliers.

I am confident that Krista will be instrumental in any endeavor she decides to take on next."
Engineering Manager, Lyft
"I worked with Krista for roughly 2 years and can confidently say that she is one of the most dedicated and diligent team members I have had the pleasure to work with. Krista tackled and juggled multiple tasks and problems at once while maintaining a high quality and tracking of her work. She consistently went above and beyond to ensure that her projects were completed on time. Additionally, Krista demonstrated strong communication skills with her teammates, ensuring that they had full visibility into her ongoing and upcoming work. I have no doubt that Krista will continue to excel in her future endeavors and highly recommend her to any potential employer.
Head of Product Operations, Adroll
"Krista is a product operations specialist with a proven track record of managing product ops with precision and unwavering attention to detail. She consistently takes complete ownership of her work and ensures all tasks are completed accurately and efficiently.One of Krista's key strengths lies in enterprise tooling. She possesses a strong understanding of technology and is adept at using tools and software to streamline processes, enhance efficiency, and deliver results. Always looking for ways to leverage technology to add value to her team and organization, Krista has also made robust contributions to product development while working at Lyft. She works tirelessly to deepen her understanding of products and listens intently to our customers. Krista has a sharp eye for identifying opportunities to augment the customer experience and is able to work closely with product teams to translate customer needs into actionable insights.

Moreover, Krista is highly collaborative and an excellent team player. She interacts effectively with others, is a strong communicator, and is always willing to lend a hand, share her expertise, and collaborate to achieve business objectives. Krista excels at building strong relationships with colleagues and stakeholders, and communicates complex information in a clear and concise manner. She is also well-known for delivering impact. With a keen eye for identifying opportunities to improve processes, reduce costs, and increase efficiency, she approaches challenges with a solutions-focused mindset and consistently asks insightful questions. Krista motivates and inspires others to produce their best work and is always ready to take on new challenges and responsibilities.

Overall, I strongly recommend Krista for any role requiring a highly skilled, collaborative, product-focused, and results-driven individual. An exceptional professional with a robust work ethic, Krista is committed to achieving success through hard work and perseverance and will undoubtedly be an asset to any organization."
Group Product Operations Manager, Lyft

Curious about how I operate? Experience my style firsthand by downloading my currated project management templates right here.

Resume

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