Kylie Austin

About Kylie Austin

I think of myself as a dynamic project management professional with 4.5 years of experience bridging technology and community engagement. My focus is creating positive relationships through strategic initiatives and people-first leadership.Combining technical expertise with strong interpersonal skills helps build collaborative environments where teams thrive. This approach pairs analytical problem-solving with genuine enthusiasm for developing people and processes, resulting in sustainable organizational improvements. You could say, people love working with me!Past successes include delivering projects while maintaining focus on team wellbeing and professional growth. Bringing energy, empathy, and technical expertise to every role has proven valuable for organizational development.

Experience

1. Senior Project Manager, Rev Ops

   Dutchie

   Jun 2020 — Present

   As a Senior Project Manager in CS Operations at Dutchie, I specialize in leading cross-functional programs, refining processes for maximum efficiency, and driving strategic growth initiatives that closely align with our company\'s OKRs.In my role, I demonstrated strong project management capabilities by orchestrating multiple large-scale programs simultaneously, utilizing Jira for comprehensive task management. I spearheaded the transition from legacy Zendesk Suite to Omnichannel, where I redesigned routing logic and departmental structures to implement skills-based routing. A key achievement was implementing the Decagon AI chatbot across all products.As a priority stakeholder, I managed Jira escalation development between Customer, Support, and Engineering teams, ensuring streamlined pathways for bug and issue tracking. I enhanced communication efficiency by establishing an asynchronous system across Slack and Jira channels, keeping stakeholders consistently updated on project progress. My responsibilities included implementing Customer Experience processes for new products and developing scalable operational solutions to meet customer needs. I took ownership of the QA program, creating a technical and customer-focused rubric to drive agent accountability. Drawing on my ability to coordinate both functional and technical resources, I managed performance metrics to build data-driven business cases measuring CX operations success. I consistently ensured timely delivery of all project components, including charters, plans, schedules, requirements, UAT, and retrospectives, while leading cross-functional initiatives to identify and implement process improvements through collaborative partnerships.

Education

• Flagler College

  Bachelor's degree, Elementary Education and Teaching

  2013 — 2017