Process Definition @ Snap
Launch the first physical product, Snap Spectacles, as a previously fully online tech company.
Create customer service & logistics orgs for a globally distributed physical, FDA regulated product.
Hire & train a virtual customer service team
Inclusive of creating enhancements to existing ticketing system to support a formal complaints process.
Set up forward logistics, reverse logistics & 3PL locations
Creating infrastructure for timely & impressive support interactions.
Spin up operational procedure to run activation led pop-up events
Successfully managed 8+ hour queues at “surprise” locations around Europe & USA + running a store for 6 weeks on 5th Ave in NYC.