The Operational Excellence Coach
After a decade of cross-functional leadership in the Tech industry, Steven has developed an expertise in scaling operations for midsize businesses and late stage startups.
No matter the stage of growth, he can provide tactics that will enhance your organization’s operations starting right where you are.
Steven Webster
Operations Consultant
Atlanta, GA
Services
Advisory
Strategic advice to drive decision-making and seize opportunities for growth.
Available for engagements in for-profit and non-profit spaces.
Consulting
As much guidance as your organization needs in its journey from point A to Z.
Providing expert analysis and a playbook to address the pain points of your operating standards.
Areas of Expertise
Process
Improvement
Agile
Practices
Program
Management
Tactical &
Strategic Planning
Team Leadership
& Development
Data
Analysis
Financial
Management
Change
Management
Experience
Steven spent 12 years at Mailchimp during a period of rapid growth for the company. During this time he developed his expertise in scaling operations to facilitate organizational efficiencies. His contributions played a pivotal role in the company's journey from late-stage startup to its landmark $12B acquisition in 2021.
Customer Support Manager
Customer Support
Sr. Manager
Customer Support
Project Manager > Sr. Project Manager (2019)
Cross-functional Teams
Sr. Program Manager
Product
Director of Product Ops > Business Ops
Product > Engineering, Prod & Design
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
2022
2023
2024
100 Employees
1M Customers
1k Employees
20M Customers
Acquired by Intuit $12B
~2k Employees
Exit Date
OpEx Coach Launch!
Contributions Include:
- Development of support training programs to maintain quality, including customer escalations, reducing manager interventions by 25%.
- Project & Product Management of support requirements for GTM launches, including Mailchimp Pro in 2015 to achieve 1 day SLA for high value customers.
- Hiring and mentorship of numerous staff who went on to fill specialized roles in the business and invest as many as 10 years.
- Became the first Project Manager at the company, setting up processes and frameworks in support of 420 full time employees within the Product Development organization.
- Creation of cross-functional dependency management framework for product release planning.
- Executive-level event facilitation to provide clear visibility into product roadmaps and delivery status.
- Increased employee engagement, achieving 90% participation rate and boosting employee satisfaction by 6% year-over-year.
- Creation of a 12-week apprenticeship program, increasing employee mobility and strengthening talent pipeline by 85%.
- Established hiring processes for the prioritization of headcount, organizational investment, and tracking, reducing the time to fill from 55 to 45 days over 6 months.
- Implementation of budgetary processes for leadership, followed by quarterly forecasts and actionable reporting based on spend.
- Procurement ownership of Engineering tools & services totaling $21M+.
Certifications & Training:
- CSM Certified Scrum Master | 2016 - Current
- PMI-ACP Agile Certified Practitioner | 2017 - Current
- SAFe 4 Program Consultant Training | 2018
- Effective Facilitator Certification | 2019
The Operational Excellence Coach
2024