dylanjackie

Account Operations Manager

Payoneer, Brooklyn. Global e-commerce accounts.

• Own account operations for a portfolio of enterprise partners in a global e-commerce pod, including one of the team’s largest accounts by volume, spanning multiple countries and markets.
• Meet or exceed a 24-business-hour SLA on payment-failure investigations, cross-referencing transaction, verification, and eligibility data to clear accounts in good standing quickly.
• Built the team’s working methods from the ground up, including documentation standards and automations that keep account context easy for anyone on the team to find.
• Deliver a weekly account-health deck to leadership, up to the C-suite, with project status, blockers, and owners visible at a glance.
• Led the operational response to a provincial licensing restriction affecting a top partner’s sellers: wrote the impact analysis, secured CFO and Legal sign-off, and launched province-specific payout programs in about 5 weeks. Now owns two parallel tracks toward a permanent license expansion.

Manager of Operations (Contract)

Stealth Startup, Brooklyn.

• Built the operational foundation for a pre-launch company: helped select IT infrastructure and SaaS tools, led the office space search, and stood up the payroll system from scratch.
• Researched the market to inform infrastructure, lease, and vendor decisions, and managed hardware procurement.

Senior Operations Manager

Back Market, Brooklyn.

• Led planning and execution for the U.S. Innovation Lab, improving product and service quality for 1,000+ global sellers, and partnered with 25+ key sellers on logistics, customer service, and repair workflows.
• Developed operational frameworks and tech-integrated solutions that cut defect rates by 20% year over year.
• Presented seller quality metrics and roadmap strategy to leadership, working with C-level stakeholders on go-to-market plans and post-launch optimization.
• Founded and mentored Back Market’s first U.S. Intern Program, including its onboarding and coaching structure.

Apple

Retail and internal product systems. New York and California.

Eleven years at Apple, coordinating 300+ client appointments weekly at a flagship Genius Bar, then moving into internal product work through Apple’s internal career development program.

Full résumé (PDF)

• Genius / Genius Administrator, Apple Retail2010–2021
• QA Frontline Support, Internal Contact Support (Remote)2020
• Product Manager, Experience, AppleCare Channel Service Systems2018