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Melissa Lang

Program Manager, Amazon Go & Just Walk Out Technology

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Work experience
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Aug 2020 - Present

Amazon

Program Manager, Just Walk Out Technology

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Sep 2018 - Mar 2020

AlphaSights

Manager, Strategic Initiatives

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

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Jan 2017 - Aug 2018

AlphaSights

Manager, Client Service Operations

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

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Jul 2016 - Dec 2016

AlphaSights

Manager, Client Services

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%

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Jun 2014 - Jun 2016

AlphaSights

Associate

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).

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