Program Manager, Amazon Go & Just Walk Out Technology

Melissa Lang

Program Manager, Just Walk Out Technology

Led discovery and go-to-market strategy for a new client service offering, generated firm-wide buy in, then built a new business function to launch the service in New York and London, named one of the firm’s top strategic initiatives of 2019.

+ Recruited and managed a team of 10, with 8 full-time direct reports
+ Designed team KPIs, incentives, staffing model, and daily operating rhythm
+ Collaborated with Engineering, Product, and Data teams to create systems to manage team workflow and dashboards to track success metrics
+ Partnered with Client Service team leaders to establish a rotational program onto the team to offer career optionality, and coached 34+ Associates as part of program

Manager, Strategic Initiatives

Pioneered new business function responsible for accelerating growth in client services through innovation and insights.

+ Overhauled our delivery processes (introduced new research tools / vendor partnerships, internal system upgrades / product roadmaps, workflow improvements, etc), which led to significant growth across US, Europe, and Asia.
+ Led change management initiatives for 300+ employees in New York, London, Hong Kong, Shanghai, Seoul, San Francisco, and Dubai
+ Personally delivered 100+ hours of trainings on delivery execution and project, client, and team management
+ Conducted quantitative and qualitative analyses, then developed bespoke solutions for underperforming accounts
+ Designed the onboarding curriculum for 125 new joiners in New York, now used globally. Authored 300-page Standard Operating Procedure and set the standard of excellence for client delivery

Manager, Client Service Operations

Team and account manager responsible for overseeing Associate development and project and resource prioritization. Co-led a team of 6, and created meaningful relationships, with client NPS > 75% and advisor NPS > 85%

Manager, Client Services

Project manager responsible for facilitating relationships between clients and subject matter experts through business development and research and operations. Top performer (out of 700+) in AlphaSights’ 10-year history (achieved over 192% of quota).