Amanda C. Urell
Mission Viejo
Summary
Program and operations leader with a strong background in managing complex multi-state initiatives. Achieved an 89% success rate while serving over 250,000 youth and handling 750,000 service requests. Expertise in designing operational frameworks and AI-enabled systems to improve program efficiency and scalability.
Overview
12
12
years of professional experience
Work History
Senior Program Operations Manager
iFoster
01.2021 - 03.2026
- Supported programs serving over 250,000 youth across multiple states.
- Managed operational systems handling more than 750,000 support requests.
- Launched and implemented 7 major programs and operational initiatives.
- Coordinated relationships with 300+ external partner organizations to enhance collaboration and program outcomes.
- Reported directly to the CEO and COO while partnering closely with the CFO on program operations, financial alignment, and strategic planning.
- Managed complex multi-state programs supporting large-scale service delivery and partner coordination across internal teams and external organizations.
- Designed and implemented operational frameworks and standard operating procedures improving program consistency, efficiency, and scalability.
- Developed AI-enabled workflow system ('Agent BOB') to streamline research and knowledge access, significantly improving internal operational efficiency.
- Coordinated cross-functional initiatives between leadership, operations, and service teams to launch and manage complex programs.
- Authored competitive grant proposals and funding applications that facilitated organizational growth and program expansion.
Office Manager
Coast Family Chiropractic
Lake Forest
01.2014 - 08.2016
- Oversaw daily office operations including scheduling systems, billing processes, and patient experience improvements while supporting overall business operations.
- Managed daily office operations and maintained a professional environment.
- Coordinated patient scheduling and ensured efficient appointment flow.
- Handled patient inquiries and provided exceptional customer service support.
- Maintained office supplies inventory and facilitated timely reordering processes.
- Organized patient records and ensured compliance with privacy regulations.
- Assisted with billing processes and verified insurance information for accuracy.
- Implemented office procedures to improve workflow efficiency and team collaboration.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
Associate Manager
Edwards Aliso Viejo 20 + IMAX
- Supervised high-volume team operations, staff scheduling, and customer service standards in a fast-paced environment.
Education
General Education Coursework -
Irvine Valley College
High School Diploma -
Skills
- Program Management & Implementation
- Operations Strategy & Process Improvement
- Cross-Functional Leadership
- Executive Stakeholder Management
- Program Metrics, Reporting & KPI Development
- Operational Workflow & SOP Development
- Customer & Service Experience Optimization
- Team Leadership & Staff Development
- AI-Enabled Workflow & Systems Design
- Data-Driven Decision Making
- Grant writing
- Cross-functional collaboration
- Stakeholder engagement
- Workflow optimization
- Data analysis
- Program management
- Operational efficiency
- Team leadership
- Strategic planning
- Conflict resolution
- Performance metrics
- Process improvement
- Training development
- Communication skills
- Multidisciplinary collaboration
- Staff management
- Workforce management
- Project leadership
- Strategic partnerships
- Customer relationship management (CRM)
- Resource coordination
- Multi-unit operations management
- Productivity improvement specialist
- Microsoft office suite expert
- New product introductions strategies
- Systems implementation
- Stakeholder relations
- Project management
- Process improvements
- Team building/leadership
- Operations oversight
- Troubleshooting and problem solving
- Goal attainment
- Customer relationship management
- Cross-functional communications
- Process improvement strategies
- Business and operations management
- Interpersonal communication
- KPI tracking
- Workforce training
- Performance reporting
Remote
True
Timeline
Senior Program Operations Manager
iFoster
01.2021 - 03.2026
Office Manager
Coast Family Chiropractic
01.2014 - 08.2016
Associate Manager
Edwards Aliso Viejo 20 + IMAX
General Education Coursework -
Irvine Valley College