Malika Srivastava
Montreal,QC
Summary
A seasoned leader with 10+ years delivering strategic complex engagements that span organizational and national boundaries.
Overview
10
10
years of professional experience
Work History
Senior Technical Program Manager
Unity
02.2022 - Current
- Coordinating 40+ cross-functional Managers and ICs to deliver multiple partner contracts representing $60M
Own the engagement and program plans; responsible for delivering all major elements including program’s business objectives, scope, and solution, on time, within budget
Building proactive formal and informal communication/relationships with key stakeholders outside of direct team
Increased team velocity by 43% over 4 quarters
Increased commit to complete by 27% over 4 quarters
Leading external partner communication; ensuring all stakeholder expectations are aligned via Program Reviews
Influencing resource allocation and Partner Engagement strategy using quantitative data
Configuring & refining software management tools for ease of tracking and reporting
Senior Program Manager - Customer Experience
Unity
02.2021 - 02.2022
- Designed and lead development of company-wide Voice of Customer Program, consolidating and collating qualitative data from 3M+ MAUs
- Designed over 20 surveys, conducted 45+ in-depth interviews, and 10 focus groups to gather CX feedback
- Synthesized qualitative and quantitative data into actionable dashboards and reports for Product Management teams
Director - Customer Experience
Opslock
07.2020 - 02.2021
- Designing Customer Success and Support strategies; building the teams from the ground up
- Establishing KPIs for both functions; weekly reporting to leadership
- Designing feedback loops with Product and Engineering whereby customer issues are actioned at the Product level on weekly basis
- A/B testing onboarding strategies that resulted in 35.5% increase in feature adoption
- Hiring, training, and leading 8 Customer Success Managers
- Implementing best-in-class customer care practices and creating measurability for each standard and protocol
Director - Customer Experience
RenoRun
05.2019 - 04.2020
- Hired, coached and mentored a team of Customer Success Managers and led them remotely
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Designed and executed robust survey strategy (NPS, CSAT and CES)
- Scaled post-sales operations and tech-stack to reflect rapidly growing order volume
- Reduced time to full product adoption by 55% through improved on-boarding design and customer segmentation
- Reduced churn among highest value users through risk assessments
- Collected robust user feedback and produced weekly detailed reports for Product and Marketing teams
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
Customer Success Manager
RenoRun
09.2018 - 05.2019
- Hired, coached and mentored a team of 6 Customer Service Agents who processed over 600 support tickets per day
- Streamlined all customer-facing operations (order delivery logistics, order communication, customer service practices and post-order follow up)
- Wrote the hiring, training and performance review protocols and built agent promotion paths
- Set core KPIs and implemented tracking/improvement processes
- Team achieved >98% positive CSAT reviews
- Efficiency and accuracy stats improved 45% and 34% respectively over 9 months
- Managed 3 iterations of CS tech-stack and associated integrations
- Provided boots-on-the-ground customer care, ie., visits to job sites, answering customer calls, replying to emails and chats as an agent
Project Manager & Business Development
Greencopper
01.2016 - 09.2018
- Led multiple simultaneous web and mobile projects, lifespans averaging 90 days
- Designed detailed workflow tracking processes and shared weekly project status reports with all stakeholders
- Achieved a 100% renewal rate
- Meticulously executed all phases of a project, attaining a 95% early completion rate
- Led a team of industry experts (designers, engineers and QA specialists)
- Built lasting relationships with clients and identified opportunities for growth
Project Manager & Operations Lead
MakerBloks
01.2014 - 01.2016
- Managed a cross-functional team of engineers, artists and designers to bring core product to market
- Led weekly sprints, stand-ups and all Agile ceremonies
- Project managed initiatives as company moved from angel to seed-stage
- Led SR&ED initiative, resulting in 6 months additional runway
- Coordinated participation at the NY Toy Fair, SXSW and Collision
- Acted as company ambassador, pitching across North America
Education
Bachelor of Commerce - Honours Degree in Sustainable Management
Concordia University
Montreal, QC01.2014
Master of Science - Management
Concordia University
Montreal 02.2024 - Current
Skills
- Cross-functional management, carrying responsibilities across multiple areas, including: Partner Management, Business Development, Coaching/Mentoring
- Ensuring effective Program oversight via Program reviews
- Leading and owning engagement-planning and Program-planning activities
- Mapping Program dependencies, facilitating multi-team collaboration
- Executive reporting
- Complex contract management
- Certified Agile Product Owner & Scrum Master
- Software development lifecycle management
- Respectful, precise, collaborative communication
- End-user feedback reporting
Technical Skills
Project Management: JIRA (Atlassian Suite), Asana, Clickup, AirTable
CRMs: Salesforce, Hubspot, Pipedrive, Copper
CS ticketing: Zendesk, Hubspot Service Hub, Freshdesk
VoIP: RingCentral, Aircall, Dialpad
BA: Tableau, Mode
Qual/Quant data: Qualtrics, MonkeyLearn, QuestionPro
Timeline
Master of Science - Management
Concordia University
02.2024 - Current
Senior Technical Program Manager
Unity
02.2022 - Current
Senior Program Manager - Customer Experience
Unity
02.2021 - 02.2022
Director - Customer Experience
Opslock
07.2020 - 02.2021
Director - Customer Experience
RenoRun
05.2019 - 04.2020
Customer Success Manager
RenoRun
09.2018 - 05.2019
Project Manager & Business Development
Greencopper
01.2016 - 09.2018
Project Manager & Operations Lead
MakerBloks
01.2014 - 01.2016
Bachelor of Commerce - Honours Degree in Sustainable Management
Concordia University
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