Monika Pawlak

About Monika Pawlak

With over 15+ years of experience in startups and the tech industry, I bring a deep focus on client experience, satisfaction, quality assurance, and the voice of the customer. My expertise spans program management, operations, and leadership, allowing me to craft sophisticated, innovative solutions tailored to diverse challenges. I am passionate about leveraging both quantitative and qualitative insights to drive client-centric evolution and deliver exceptional results.By thoughtfully fostering cross-functional partnerships, global relationships, and multi-level leadership, I excel at creating collaborative, positive, and productive environments that inspire success and continuous growth.

Experience

1. Senior Manager, Global Partner Engagement

   TikTok

   Jun 2023 — Present · Austin, TX, US

   Lead a team of ~10 North American Partner Development Managers, driving strategy and operational efficiency to support high-value clients, agencies, and SMBs by reducing friction and unblocking advertiser spend- Exceeded quarterly Protected Revenue goals by +$10M QoQ through strategic Book of Business (BoB) analysis and cross-functional (XFN) partnerships- Piloted the “Support at Scale” model to provide ongoing, scalable solutions for SMB advertisers, ensuring consistent friction unblocking beyond the lifecycle of quarterly programs.Global Partner Development Lead for regional program managers, driving 2024 alignments that streamlined global processes and projects across the company- Rebranded and evolved the \"Premium\" program into the Partner Development Specialist initiative, resulting in consistent QoQ increases in SSAT (+0.8)- Base-lined performance management and business metrics to inform daily business decisions and better assess yearly performance reviews - Designed and implemented a globally aligned CRM Support Portal, saving over 70 operational hours per region quarterly.Global Sales Enablement Lead focusing on Sales and Advertiser experience enhancing initiatives organizing the pod into three taskforces—VoC, Sales Engagement, and Sales Resource Development- Defining roles and responsibilities (R&R) for taskforces, establishing clear communication channels, and setting quarterly goals- Launched an Insight Engine responsible for Sales and Advertiser sentiment insights to be processed in a complete 360 to direct team, XFNs and back to Sales - Launched Sales and Advertiser listening sessions aiding in client journey mapping and informing the Insight Engine- Support IRL experience events across all regions to better inform, educate and partner with Sales team- Created RoB calendar, highlighting all peak season events and ensuring resources and communications are available

Education

• Columbia College Chicago

  MFA

  2004 — 2007

• Columbia College Chicago

  Master of Fine Arts - MFA

• University of Iowa

  Communication

  2000 — 2003

Skills

• Communication
• Photoshop
• Editorial
• Image Manipulation
• Call Centers
• Digital Photography
• Microsoft Excel
• Management
• Social Media
• Leadership
• Microsoft Office
• Photos
• Social Networking
• Social Media Marketing
• Public Speaking
• Image Editing
• Photography
• Event Planning
• Adobe Creative Suite
• Customer Service
• Account Management
• Training
• Customer Satisfaction
• Time Management
• Facebook
• Public Relations
• Managerial
• Lightroom
• Crm
• Market Research
• Editing
• Microsoft Word
• Team Leadership