Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Forward-thinking Senior Manager with deep domain expertise in operations, customer experience, risk mitigation, thought leadership and talent development, who can provide vision and strategy and oversee execution. Ability to effectively influence strategic investments and roadmaps to drive innovation and improve community experience with specific focus on understanding community trends and challenges. Developing and expanding the capabilities of a high performing team in partnership with Policy, Product, Engineering, HR and L&D teams.

  • Communication: Experience influencing global cross-functional leaders
  • Proven track record of attracting, scaling and developing teams
  • Strategic thinker with proven track record of transforming operations
  • Domain expertise: customer service, compliance, risk management, business process outsourcing
  • Thrives in agile and global environment, experience pivoting quickly and effectively
Work History
11/2019 to Current Senior Manager, Global Operations - Risk Strategy Corning | Texas, TX,
  • Establishes a holistic picture of emerging risks in the ecosystem and works to drive up-stream, scalable solutions for the platform. As the operations lead, works closely with policy, and product to address the biggest integrity issues facing our platform and ensuring we’re continuing to improve the support we provide our communities via management of established KPIs
  • Directly manages the product incubation team (staff of 18) that oversees the development of critical operational workflows for emerging community and business risks. This includes e2e lifecycle from functional design to scale by developing maturity frameworks that measures readiness and effectiveness. Drives continuous improvement, step change innovation, goal alignment and execution planning
  • Oversees the development and execution of both short- and long-term operational risk strategies for global elections and civic events. Acted as primary market operations lead for U.S. 2016 Presidential, U.S. 2018 Mid-Term, and U.S. 2021 Presidential race
  • Develops and leads management teams with an emphasis on empathy and resilience, as a true community obsessed leader. Managing the art of problem solving (often in whitespace operations; with complex workstreams and ambiguous issues) and a passion for process reengineering
08/2014 to 11/2019 North America Operations Manager Facebook | City, STATE,
  • Manage day-to-day service delivery of North America content review operations against defined KPIs in a highly dynamic and fast paced environment across different staff groups and sites (4M weekly transactions)
  • Oversees portfolio performance of 5 vendor sites across 3 suppliers. Scaled vendor operations to 3 additional vendors in 2018 within 3 months (300+ headcount)
  • Partner with global leaders, HR, L&D & Recruiting to develop and execute on a holistic people strategy to attract, retain and develop top talent and role model leadership best practices
  • Actively engages as a member of the global leadership team for cross-cutting strategic, operational and people initiatives
06/2012 to 08/2014 Vice President, Technology Risk & Compliance: Bank Of America | City, STATE,
  • Provided management in executing internal risk control disciplines and technology security framework risk assessments for the all Contact and Banking Centers, Fraud & Claims, and ATM line of business. Developed quality assurance and quality control processes to adhere to regulatory and internal governing programs. Prepared strategy for the tracking, monitoring and escalation of risk related issues to Senior Executive Management
  • Developed a cross functional risk governance council comprised of Executive risk leaders to execute risk program clarity, consistency, efficiency and program sustainability across the BAC enterprise. Program offers the ability to identify, escalate, and debate risks while ensuring accountability for risk process execution throughout the entire organization
  • Provided direct management to seven program managers including but not limited to; Payment Card Industry (PCI) assessments, Vendor Management, Application Life Cycle Development, and Issue Management
10/2010 to 06/2012 Project Consultant, Pacific NW Transition Bank Of America | City, STATE,

The Pacific NW Customer Transformation was a two year data conversion from multiple BOA platforms to one centralized environment (18 million accounts.) Provided portfolio management of all Associate Readiness initiatives for the Claims, Fraud, and Contact Center platform transitions. Assessed the adoption risk associated with the transformation effort and identified, developed, and executed strategies and supporting tactics to engage and influence project management and line of business senior leaders. Partnered with senior leaders and line of business executives to develop transition plans to sustain the change for the CA/NW Transformation.

Expected in 06/2007 Bachelor of Business Administration | Marketing Management And Research Pittsburg State University, Pittsburg, KS GPA:
  • Received a "REDFINES EXPECTATIONS" performance rating (top 3% of company) - Facebook 2019
  • Received a "GREATLY EXCEEDS EXPECTATIONS" performance rating (top 13% of company) in 50% of individual assessments - Facebook
  • Appointed as the Culture program lead for all Global Facebook offices. Scope includes but not limited to driving Diversity & Inclusion initiatives, team building events, and peer recognition

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Resume Overview

School Attended

  • Pittsburg State University

Job Titles Held:

  • Senior Manager, Global Operations - Risk Strategy
  • North America Operations Manager
  • Vice President, Technology Risk & Compliance:
  • Project Consultant, Pacific NW Transition


  • Bachelor of Business Administration

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