Experienced Operations Leader
Experienced Operations Leader
Hello. I am an operations efficiency and online payments expert with experience building teams at hyper-growth tech companies. I have a passion for hiring and mentoring talented people. Austin, TX is my home.
Explore my professional history and get to know the companies I worked at and the teams I've helped build.
As Director of Search Quality Operations I am responsible for the quality of jobs that are posted to Indeed.com ensuring the best experience for our job seekers. Our team actively fights fraud and spammers to protect the integrity of the site. We develop strategies that balance machine learning, automation, human moderation, and ad hoc investigations to get the job done.
I built and managed a scaled Operations team that was responsible for a diverse set of both technical and non-technical projects. I managed cost and scale effectively by deploying a mix of in-house employees, remote contractors, and outsourced vendor teams both domestic and international. I also developed our data analytics models, wrote automation scripts, reconciled payment data, and many other things that wont fit on a resume.
Hired as founding member of Austin office conducting >200 interviews to build Operations and Sales teams. Lead North American User Operations for Dropbox consumer products while managing outsource vendor relationships. Created support and operations specialist teams for billing/payments and Tier 2 incident escalations. Moderated candidate debrief meetings for all sales hires in the Austin office to ensure quality of hiring within Dropbox.
Worked to implement electronic court case document filing solution for 254 Texas counties. Responsible for managing multiple engagements simultaneously while keeping client satisfaction high and project completion timely.
Joined as founding member of PayOps Austin. Met 1:1 with team members to help guide project work, review performance, and mentor career growth. SME for all ads and credits billing escalations from both internal and external sources. Created efficient process to represent chargebacks at scale resulting in $12M annually recovered . Managed global core work distribution assuring equitable workload across both Dublin and Austin offices. Trained international payments team in support automation leading to 57% operation efficiency improvement.
Responsible for quality control of all support operations, special projects, and special processes. Reported and reviewed support incident statistics, making recommendations based upon data collected. Created custom SharePoint dashboards and other custom reports from incident management system. Assisted directors and executives with strategic special projects and presentations.
See where I spent time studying and gained early knowledge to prepare for my professional life.
Hear what some of my colleagues have to say about me after working together on various projects throughout my career.
Mikey reported directly to me as the Director of Operations at Wikibuy and was a valued member of the core leadership team. Mikey managed our ops team, hired contract talent, and built analytics and reporting. I could always count on Mikey to deliver with high quality. Mikey also deeply cared about the people on his team and was constantly conscious of how product and business decisions could affect each individual.
Mikey is a sharp servant leader, and if given the opportunity on a future endeavor, we would be fortunate to hire him again and have him on our team.
"Simply put, Mike is an outstanding operations professional, leader, and just one of my favorite people. He combines operations know-how, a can-do attitude, and a deft touch with people, both those on his team as well as his peers, in a uniquely effective way."
"Mikey is one of those rare leaders that can wrangle everyone for a meeting and it doesn't feel like you're walking to a boring, high school assembly. He is also interested in getting to know the people on his team and always makes room on his busy calendar for one on one time. Mikey leads his teams from the rough-and-tumble front lines, and not from the safety of camp. I'd feel very fortunate to work with Mikey in the future."
"Mike has a compelling vision for not only the teams he guides, but each individual under his purview. He puts his people first, every time, and as a result has fostered a fierce sense of loyalty and respect amongst his reports. Mike has the gift of embodying both compassion and objectivity, and remains humble in his pursuits."
"Mikeymo was always my first stop when I was unsure how to handle a difficult problem, and his advice was always spot-on. I learned a lot from him this way, but I learned even morehow to drive a project across offices, how to deal with vendors, how to prioritize and plan out large-scale projects, how to arrive at consensus across differing agendasby watching how Mikeymo did his job."
"Michael Morrison is a thoughtful and analytical leader who cares deeply about the people who work with him. He has admirable work ethic and a keen mind for strategy. Mike was my manager for about 1.5 years and played a critical role in my professional development. Any team would be lucky to work with him."
"Michael is a really good mentor and team lead. He is patient, cares about his people and listens to them well. He is effective in communicating his perspective and not afraid to speak his mind. Michael also truly understood the nature of Payment Operations at Facebook and his big thrust was on scalability and reducing operations cost. He also coached team members to think similarly and focus on solutions for automation and scale. He is also a great peer mentor and is missed everyday at Facebook!"
Get in touch with me if you would like to do business together, share an idea or just say hello.