Joni Mallari
- Role
- Senior Business Operations Manager at GitHub
- Location
- Cincinnati, OH, US
- LinkedIn followers
- 500 followers
About Joni Mallari
Hi, I’m Joni — I help executive teams turn strategy into execution through operational…
Experience
Senior Business Operations Manager
Sep 2022 — Present
Driving strategy-to-execution for Global Support through planning systems, forecasting, and executive reporting.As the strategic operations lead for GitHub’s Global Support org, I partner with VP- and Director-level leaders to drive clarity, alignment, and execution across all Customer Success business units. I lead core operating rhythms like MBRs and forecasting, and built scalable systems that improve strategic planning, reporting, and prioritization.Key contributions include: leading the transformation of Support forecasting—partnering with Analytics to automate it using ML, integrating it into Power BI, and using it to guide headcount and capacity planning; designing Power BI scorecards for MBRs and backlog health; and building the first Customer Success Rhythm of Business (RoB) to align planning cycles and deliverables across teams. I also partnered on the rollout and adoption of the Support Health Index (SHI), helping operationalize it as a reporting and decision-making tool tied to product readiness and customer sentiment. I enable strategic storytelling by surfacing support-led insights and friction points to influence roadmap and budget decisions.
Education
University of Cincinnati
BS
Skills
- Web Applications
- Agile Methodologies
- Scrum
- Sdlc
- Waterfall
- Test Cases
- Quality Center
- Requirements Gathering
- Qtp
- Test Management
- Defect Tracking
- User Acceptance Testing
- Jira
- Software Quality Assurance
- Quality Assurance
- Usability Testing
- Regression Testing
- Test Execution
- Software Project Management
- Test Strategy
- Requirements Analysis
- Software Documentation
- Manual Testing
- Business Requirements
- Business Analysis
- Agile & Waterfall Methodologies
- System Testing
- Test Automation
- Testing
- Test Planning
- Web Services
- Business Process
- Systems Analysis
- Agile Project Management
- Release Management
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