The Academic College of Tel-Aviv, Yaffo

Support Operations Manager at Cyber company

* Program management - responsible for the R&D quarterly plan - and execution: In charge of implementing large, cross-functional changes to increase productivity, efficiency, and collaboration
* Release management and ongoing required deliverables (Release notes, training, etc) to increase the performance metrics and measurements needed to succeed
* Multi-cross-functional coordination
* PI Planning
* Process Optimization - analyze existing processes and identify opportunities for optimization. By streamlining workflows, eliminating bottlenecks, and implementing best practices
* Risk Management
* Defined and implemented both company  KPI and delivery KPI
* Monitoring and analyzing KPIs for tracking progress and identifying areas needing improvement. establishes KPIs, tracks performance against targets, and takes corrective actions as necessary.
* Scrum mastering
* End to End testing

Cyber Company

Head of Business Operations

* Project management and Cross project methodology implementation
* Cross organization point of view (Commercial and Development)
* Collection
* Jira responsibility & refactoring to adjust to our needs
* Agile methodology implementation

Business Operations Manager | Special Project Manager

- Promoted customer centric agenda within the company, actively contributing to the product usability and removing friction with customer experience. One such example is a complete redo of the product's massive configuration capabilities, which was a key pain point with customers, and creating a configuration management tool that provided clear, centralized, and consistent settings experience, reducing downtime cases due to misconfiguration.

- Led an innovative and complex cross-company development project as a Project Manager, orchestrating development teams across three different domains (backend, Android client & GSM networks) to deliver a new and time sensitive capability. To meet the project timeline and deliver the new module I worked closely with the executing teams to define the MVP, manage and unblock risks and reflect status to management on a weekly basis. The project involved unique requirements for POC in remote scenarios, and by establishing open and direct cross-team communication, the POC was executed flawlessly, resulting in multiple deals.

- Designed and executed a version release workflow that enables Customer Success to gain visibility and control over the deployment into customer sites - this effectively improved release velocity, shorten the cycles and allowed accurate KPIs measurement of the release process
Initiated inbound processes with R&D to improve product deployment quality, successfully reducing the number of bugs by 60% and time of version upgrade by 50%.

- Established customer success processes to ensure a high customer satisfaction level, successfully meeting the SLA for incident resolution 90% of the time.

- Built a customer ticketing portal using Jira, and made Jira the BI platform to collect  information which resulted in an increased customer satisfaction and helped focusing development efforts.

- An advocate of customer needs within the company, promoting product development efforts that are aligned with those needs.

Operations Manager in CS

Managing the top strategic, large scale Education and Enterprise accounts (Oracle, SAP, NYU, Amdocs etc.) who extensively use Kaltura's platform to manage, ingest and deliver video. Serving as the technical focal point for technical issues, projects and customization implementations. 
The core responsibilities of the position are:
•	Main focal point for technical issues, concerns, how-to questions, product road map, etc. 
•	Identifies knowledge gaps, provide focused training and proactive updates.
•	Training - Tips & tricks for best practices, new product walkthrough, and useful debugging procedure.
•	Standing status meetings with the customer and the relevant CSM and Project Manager.
•	Work closely with Product Managers in order to relay concerns and feedback from the top engaging customers.
•	Analyzing customers’ feedback and communicate it to Product, Sales, Customer Success, R&D, etc.
•	Taking an active role in new products rollout from the early stages of design through alpha & beta phases and up to official rollout.
•	Prioritizing R&D tasks and fixes along with the Delivery Managers.
•	Generating reports from the Kaltura databases using SQL queries.

Sapir Monza