Nora McTwigan

WORK HISTORY

EDUCATION

SKILLS

ABOUT NORA MCTWIGAN

I’m an operations and people leader who can drop into almost any situation (high growth, high ambiguity, high stakes) and turn it into a clear plan, a strong team cadence, and durable systems that scale.For 12+ years, my through-line has been frontline operations + systems design across hospitality and fast-growth tech: building efficient, human-centered workflows that respect the entire user journey; customers/coaches/students and the internal teams delivering the work. This is the same muscle top marketplace and fintech teams look for when they’re scaling trust, support, and platform integrity.At TeachMe.To, I lead People Operations, Trust & Safety, overseeing a 20+ person organization across Sales, Customer Service, and Coach & Facility Support. My work sits at the intersection of experience quality, operational efficiency, and risk; partnering cross-functionally to reduce manual work through automation, strengthen trust & safety workflows, and build measurement that leadership can actually use (KPIs and clear operating narratives).Before tech, I built my operating foundation in hospitality; where standards are non-negotiable and consistency is earned. I wrote service manuals, created start-/end-of-shift systems, and led multi-site teams to deliver elite service with the kind of clarity and coaching that keeps people performing at a high level.How I lead:• Listen first. I observe deeply before acting so solutions are grounded in real needs - not assumptions.• Make problem-solving a team sport. I build buy-in early, coordinate across functions, and leverage others’ strengths (especially in 0→1 launches and change-heavy moments).• Get the best out of people. I bring quieter voices in, surface hidden ideas, and create psychological safety - because performance sticks when teams feel safe, seen, and accountable.• Bring structure without killing flexibility. I’m comfortable stepping into chaos and building playbooks, escalation paths, and decisioning that hold up under pressure.I’ve worked in scrappy environments and more structured ones, and I’m most energized by growing companies (~75–500 employees) where the customer experience is scaling fast and the operating backbone needs to catch up.Trust & Safety Ops • Support Ops • Marketplace Ops • Incident/Escalations • SOPs/Playbooks • Workflow Automation • QA • WFM • Metrics/SLAs/KPIs • Cross-Functional Launches (Product/Eng/Policy/Legal)