Hi, I’m Rachel.
I turn messy cross-functional work into reliable delivery.
Implementation & Operations Manager, APAC-based.
In 20 Seconds
- Implementation-focused operator who takes ownership of delivery and turns inconsistent processes into reliable systems.
- Established a weekly release cadence and reduced delivery time by ~50%, cutting revision cycles from 4 to 1–2.
- Automated support workflows (FAQ bot, 2023) handling ~50% of queries with near-instant response times.
- Eliminated vendor dependency risk by securing full admin control and independent backups.
- Collaborated across global teams (5–20 people) spanning APAC, North America, and Europe.
What I Do
I operate at the center of product, ops, and delivery—making sure unclear priorities become executable plans with clear ownership and measurable outcomes.
- Translate cross-functional context into scoped projects with explicit accountability and realistic next steps.
- Coordinate execution across time zones, dependencies, and vendors; reduce handoff friction and rework cycles.
- Build durable workflows and documentation that scale team capacity and reduce operational brittleness.
Selected Work
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MONA — Creative Operations & Delivery
Owned cross-functional execution across community, production, and product workflows during scaling and team contraction.
Built repeatable launch and handoff processes that improved delivery consistency, reduced avoidable rework, and clarified team accountability across North America, Hong Kong, and New Zealand.
Tools: Notion, Airtable, Slack, Discord, Figma, Zoom, and social ops (X/Twitter, Bluesky, Instagram).
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Proof — Community Operations
Implemented a trained FAQ bot workflow in Discord to reduce repetitive manual support and improve consistency.
Created a faster support baseline and cleaner triage flow for distributed teams across North America, Europe, and APAC.
Tools: Notion, Slack, Linear, Zendesk, Zoom, Discord.
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Professional Association (Current) — Implementation & Operations
Identified and remediated continuity risk caused by vendor dependency and fragmented system ownership.
Secured independent backup and admin rights over website/domain operations, and added SLA structure with developer support to improve reliability and accountability.
Tools: Microsoft 365, Monday.com, GitHub, Zoom.
What I'm Looking For
I'm looking for hands-on Implementation Manager roles where execution, systems ownership, and accountability are core to the job.
- Own end-to-end delivery from problem framing through execution and continuity.
- Improve systems, workflows, and team coordination in live operating environments.
- Partner with teams that value clarity, measurable progress, and low-friction execution.