Kyle Rogers
Montreal,QC
Summary
Accomplished Senior Program Manager & Operations Leader with a proven track record of growing teams and delivering on startegic projects in both a startup-up and corporate work environment. Collaborative and encouraging leader who partners with coworkers to promote an engaged and empowering work culture. Documented strengths in building and maintaining relationships with diverse range of cross functional stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Senior Program Manager, Operations
Affirm
02.2023 - 03.2024
- Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals
- Conducted risk assessments to identify potential issues early in the project lifecycle, mitigating potential delays or setbacks
- Managed cross-functional teams to deliver high-quality customer-centric products within scope and budget constraints
- Built an overseas support network to service international markets at a reduced cost (60%)
- Developed the blueprint for Affirm’s service model to be introduced into new geos (UK)
Manager, International Customer Operations
Affirm
01.2021 - 02.2023
- Introduced new specialized roles within the Ops team focused on data analytics, process building, knowledge, automation & business applications
- Created a feedback loop program between the Product, Eng and Ops Teams to quickly address and improve on customer sentiment
- Supported and integrated a team of 50+ into a new North American working environment within a publicly traded company
- Implemented zero-touch support channels with tools like AnswerBot & Zendesk Design
- Provided weekly updates to XLT highlighting the “voice of the customer”
Manager, Customer Operations
PayBright
12.2018 - 01.2021
- Hired, trained and led a team of customer & merchant focused representatives who support both ticket and phone volume
- Grew the Operations Team from 5 to 50 team members over a three year span
- Managed the operational working relationships with enterprise partners like Apple, Samsung & Lenovo
- Introduced Cloud based ticketing & voice platforms for both the customer/merchant support Teams
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Bilingual Account Manager
PayBright
03.2017 - 12.2018
- Increased client satisfaction & retention (4.8/5 Google Score) by building strong relationships and addressing their needs promptly in both English and French
- Onboarded & integrated new merchant partnerships onto the Paybright platform and managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Performed underwriting duties for applications requiring manual adjudications
- Introduced the large loan program ($15K+ loans) which significantly increased GMV by 20%
- Main contributor to French marketing materials (website, pamphlets, email campaigns)
Education
Post Graduate Diploma - Business Management
Humber College
Toronto, ON07.2014
Bachelor of Arts - History & Environmental Geography
Concordia University
Montreal, QC04.2012
DEC - Liberal Arts And Professional Studies
John Abbott College
Sainte-Anne-de-Bellevue, QC06.2009
Skills
- Zendesk
Scope Management
Problem-solving skills
Strategic Planning
Team Leadership
Hiring & Training
Process Improvement
________________________
Business Applications & Tools:
- Salesforce
- Jira
- Asana
- Aha!
- Marqueta
- LucidChart
- Lever
- Customerly
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Senior Program Manager, Operations
Affirm
02.2023 - 03.2024
Manager, International Customer Operations
Affirm
01.2021 - 02.2023
Manager, Customer Operations
PayBright
12.2018 - 01.2021
Bilingual Account Manager
PayBright
03.2017 - 12.2018
Post Graduate Diploma - Business Management
Humber College
Bachelor of Arts - History & Environmental Geography
Concordia University
DEC - Liberal Arts And Professional Studies
John Abbott College
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