Marisa Manabe
Senior Director of Community @Poshmark
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WORK HISTORY
Senior Director of Community @Poshmark
Redwood City, CA, US
Senior Director of Community: April 2019 - PresentDirector of Community: March 2016 - April 2019 (3 years 1 month)Senior Community Manager: February 2015 - March 2016 (1 year 1 month)Community Manager: September 2014 – February 2015 (6 months)Senior Community Associate: December 2013 – September 2014 (10 months)Community Associate: December 2012 – December 2013 (1 year)• Deliver comprehensive executive-level reporting on Support organization performance, highlighting key metrics, trends, risks, and strategic opportunities.• Lead and scale the company’s largest team, overseeing 100+ employees across HQ and India, ensuring operational excellence, alignment, and high performance across global functions.• Coach and develop frontline leaders and managers, fostering high emotional intelligence, accountability, and a strong culture of continuous improvement.• Drive organizational change initiatives, leading teams through process transformations, system implementations, and structural shifts with clear communication, stakeholder alignment, and minimal disruption to performance.• Fostered employee engagement and retention through innovative programs, career pathing, recognition initiatives, and a performance-driven team culture.• Leverage data analytics to evaluate individual and team SLAs, including CSAT/CES/QA, response time, and handle time, translating insights into actionable performance strategies.• Develop and execute scalable strategies that enable the team to consistently meet and exceed service-level goals while supporting company growth.• Partner cross-functionally with Product, Engineering, Data Analytics, and Operations to improve processes, enhance customer experience, and influence product roadmap decisions based on support insights.• Own workforce planning and forecasting, ensuring optimal staffing models, schedule coverage, and resource allocation to meet evolving customer demand.
EDUCATION
FIDM
Professional Designation, Merchandise Marketing
California Polytechnic State University-San Luis Obispo
Bachelor of Science, Business Administration; Marketing Management
SKILLS
ABOUT MARISA MANABE
CX leader building and scaling high-performing global teams across all stages of growth. I drive operational excellence through data-driven strategy, workforce planning, and SLA management while developing emotionally intelligent leaders and performance-driven cultures that elevate both people and results. Experienced in leading transformation, scaling operations, and partnering cross-functionally to position customer-facing operations as a strategic business advantage.
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