Donia Hotaki
Marketing Operations Manager @Clear Summit Group
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WORK HISTORY
Marketing Operations Manager @Clear Summit Group
Cross-functional operations leadership spanning systems architecture, AI automation, franchise lifecycle operations, analytics, and team management across 3 brands and ~300 locations—managing 2 direct reports and $9K monthly budget. Transformed fragmented operations into scalable, automated systems—improving support SLA compliance from 30% to 85%, building 120+ standardized SOPs, and deploying 20+ custom AI tools.• Partner with leadership through quarterly business reviews and weekly L10s using EOS framework to prioritize brand-specific Rocks and strategic initiatives, allocating team resources and coordinating agency partners to deliver organizational goals• Optimized support operations improving first response SLA compliance from 50% to 90% and resolution from 30% to 75% while managing 300+ monthly tickets—implementing Zoho analytics dashboards, AI-powered knowledge systems, and brand-specific custom AI tools• Designed and automated franchise lifecycle workflows supporting 107 offboardings and 30 onboardings, improving deadline adherence to 95% on-time and saving 25+ hours through triggered milestone notifications• Built and deployed 20+ custom AI tools reducing operational task time by 50-90% across content production, onboarding workflows, offboarding processes, and support coordination• Standardized 120+ SOPs across 3 brands, rebuilt Knowledge Bases, and optimized Resource Libraries - reducing resource-location tickets from 2-3 weekly to near zero• Led cross-functional initiatives delivering SEO optimization (88% clicks increase in Canada, 57% in US), referral partner toolkit launch at annual conference, and lead aggregator strategy generating $120K+ validated ROI• Grew team from 1 to 2 direct reports, improving capacity management and enabling increased focus on strategic priorities
EDUCATION
York University
Bachelor’s of Science (BSc), Psychology
Project Management Institute
Project Management
ABOUT DONIA HOTAKI
Operations and systems leader driving cross-functional initiatives and aligning execution with strategic goals across multiple brands. I specialize in AI-powered automation and scalable systems design, transforming complex operations into streamlined, data-driven workflows that drive measurable performance improvements.• Improved support operations from 30% to 85% SLA compliance managing 300+ monthly tickets across 3 brands• Built and deployed 20+ custom AI tools reducing operational task time by 50-90% across onboarding, offboarding, support coordination, and content production• Led enterprise CRM implementation achieving full adoption across 300+ users within 1 month• Standardized 120+ SOPs, rebuilt Knowledge Bases, and optimized Resource Libraries across 3 brands - reducing support requests and cutting new team member onboarding dependency• Designed and automated franchise lifecycle workflows supporting 107 offboardings and 30 onboardings, improving deadline adherence to 95% on-timeWhat energizes me most is building the operational infrastructure that lets growing teams scale - owning systems end-to-end, driving cross-functional execution, and deploying AI automation that removes friction and creates capacity.Core Expertise: • Workflow Automation (Monday.com, Zapier, Make, Custom AI Tool Development) • AI Integration (Claude, ChatGPT, Gemini, Agentic AI Workflows.) • Project Management (Monday.com, Asana, ClickUp) • Analytics & Dashboards (Zoho, Looker Studio) • CRM Operations (HubSpot, Zoho) • Cross-Functional Leadership • Operational Infrastructure Design & Scaling
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