Hi, my name is Mandee.

I believe in building scalable systems where innovative AI technology and genuine human connection don’t just coexist - they thrive together.

With over a decade of experience at the intersection of Customer Operations and Technology, I specialize in transforming complex support challenges into streamlined, automated engines for growth. At Etsy, I led the charge in AI chatbot optimization, turning 2.6 million annual conversations into a $1.2M savings opportunity through a 60% containment rate

My philosophy is simple ~ Technology should empower humans, not replace the human touch. Whether scaling Oscar Health’s team by 5X in four months or designing global AI roadmaps, I focus on blending data driven insights with empathetic leadership to deliver world-class customer experiences.

Bridging the gap between operational complexity and scalable AI solutions.

About Me

  • Spearheaded AI Deployment

    Secured and deployed the Etsy's first AI platforms, including Agent Co-pilots and member-facing bots

  • Zero-to-One Architecture

    Scalability expert who built 4 new CX departments from scratch, spanning AI, Tools, and Product Insights

  • Strategic Leadership

    10+ years of expert leadership development and performance coaching for global operations

AI & Automation Architecture

Key Focus: Sourcing, building and deploying AI systems and best practices

Competencies: RFI/RFP Vendor Selection, POC Benchmarking, Cost model Negotiation, AI Bot Containment Strategy

Industry Standard Tools: Assembled (Cal.ai), MaestroQA, Fin.ai, Sierra.ai, Gemini & ChatGPT Enterprise

Technical Proficiency & Strategic Toolkit

Navigating the space between high-level operational strategy and hands-on technical execution.

CX Systems & Operational Infrastructure

Key Focus: CRM management, workforce optimization, and data driven decision making

Competencies: Omni-channel routing, Customer segmentation support strategy, Voice of the Customer insights

Industry Standard Tools: Zendesk, Assembled (WFM), MaestroQA, Looker, Jira, Monday.com

Strategic Leadership & Organizational Scaling

Key Focus: Succession Planning, AI Utilization, RACI Implementation, Leadership Training

Competencies: Adaptive Leadership, Collaborative Citizenship, Enablement, Mentoring

Industry Best Practices: Forecasting & Capacity Planning, Compliance & Regulatory Audits, Policy Adherence

Projects & Work Showcase

AI Transformation & Optimization (Etsy)

Strategy: Established the AI Chatbot Optimization Team and architected a global roadmap for AI powered self-service across 2.6M conversations.

Execution: Partnered with Legal to secure DPC regulatory approval, enabling the safe deployment of customer facing bots and AI Agent Co-pilots across Etsy’s global marketplace.

Impact: Achieved a 60% containment rate and $1.2M in annual savings, while reducing the reliance on human support by 40%.

Operational Excellence: Key Case Studies

Bridging human empathy and technical efficiency across e-commerce and healthcare

Hyper-Growth Operational Scaling (Oscar Health)

Strategy: Spearheaded the "Zero-to-One" expansion of the Member Services department, growing the team from 35 to 175 employees in four months.

Execution: Designed a "Concierge Team" service model and implemented rigorous performance management OKRs to maintain quality during 500% growth.

Impact: Maintained 80% SLA compliance throughout the transition and increased Member Satisfaction (CSAT) by 8 percentage points to 82%.

CX Tech Stack & Ecosystem Modernization (Etsy)

Strategy: Directed a comprehensive audit and overhaul of the global CX tech stack, including Etsy’s Zendesk instance, WFM tools and GenAI discovery and testing.

Execution: Improved omni-channel routing across support and Enforcement, up-leveled WFM real time analysis, and implemented self-service support tooling.

Impact: Reduced chat first response time from 1 minute to 30 seconds, eliminated seller verification backlog and increased CSAT from 60% to 73%.

AI Agent Platform Upgrade

Selection Funnel

Project Plan

Evaluation Criteria

Project: AI Platform Transformation

Following a period of growth in 2025, our AI Chatbot team exceeded the limitations of our current platform. I spearheaded the strategic search and selection for a new AI partner to ensure our support ecosystem remains at the cutting edge of efficiency and scale.

Phase 1: Needs Assessment & Market Discovery (RFI) Identified critical platform limitations and conducted a Request for Information (RFI) to benchmark 6+ industry leading AI solutions against our 2026 scalability goals.

Phase 2: Strategic Selection & Governance (RFP) Led the Request for Proposal (RFP) process, evaluating finalists on security, integration depth, and NLP accuracy while partnering with Legal/Security to ensure DPC compliance.

Phase 3: Validation & Performance Benchmarking (POC) [In Progress] Orchestrate a 30 day Proof of Concept (POC) to validate real world containment rates, API stability, and the "Agent-Assist" user experience.

Phase 4: Platform Selection & Strategic Implementation Finalize vendor selection and create a comprehensive project plan. Direct the end-to-end transition including knowledge-base migration, prompt optimization, and cross functional collaboration with Product, Engineering, and Design.

Leadership Architecture & AI Driven Talent Development

Rapid organizational growth often creates critical talent gaps and the loss of institutional knowledge.

To support our expanding ecosystem, I saw an opportunity to build a scalable pipeline that ensured the right talent was prepared for newly created roles transitioning the organization from reactive hiring to proactive talent mapping.

The Approach

Multidimensional Competency Framework: Architected a comprehensive rubric defining clear career trajectories from Individual Contributor to Subject Matter Expert (SME) or Management. This framework was built upon core competencies: Collaboration, Creative Problem Solving, Quality of Craft, and Strategic Innovation.

AI-Powered Coaching (Gemini Enterprise): Pioneered the use of Gemini Enterprise to build a custom Development Coaching & Assessment Gem. This tool transformed managerial effectiveness by bringing clarity to nebulous processes. This data-driven tool acted as a strategic catalyst, enabling leaders to identify top talent and bridge competency gaps essential for launching departments from the ground up

Inclusive Leadership & Enablement: Facilitated specialized workshops for people managers on leveraging AI for objective coaching and performance assessments. This ensured that our quarterly and annual development cycles remained inclusive, data-driven, and consistent across Customer Operations

Gemini Gem

The Impact

Efficiency: Managers reported a 40% reduction in time spent preparing for annual performance reviews. Decreasing the time to prepare and complete each assessment from 2-3 hours to 48 minutes.

Objectivity: The use of a standardized template and Gemini Gem helped ensure that performance reviews were completed in a consistent manner across Customer Operations.

AI Integration: Demonstrated a strong use case for LLMs in Human Resources and People Ops, setting a new internal standard for tech-enabled management.

  • Peer Collaborator

    “Mandee consistently exhibits a growth mindset by digging deep into her domain and building a knowledgable team around her. Over the past year, she has built deep subject matter expertise in the AI Agent space, seamlessly discussing metrics and learnings from the Customer Operations AI chatbot.”

    Sr Product Manager, Buyer & Seller Services

  • Direct Report

    "The way Mandee created and shared a clear, documented plan gave us (Chatbot Optimization Team) the motivation, stability and focus needed to manage the workload without getting overloaded, and I really appreciated this positive approach."

    CX Automation Manager

  • Manager

    “Mandee is an excellent and highly effective operations manager, demonstrating strong Strategic Delivery. She "fiercely protects" her team's time, advocates to position them as a product team rather than a and is praised by legal and peer teams for leading in a "cool and calm manner" on complex projects. She also receives in-the-moment feedback very well and takes immediate action to support her team.”

    Director, Customer Support

Let’s connect!

Interested in scaling your Customer Operations with intent?

I’d love to hear about your goals and share how my experience can help bring your company’s vision to life!

Email me