Helena Vargas

• Own company-wide operations for a Series C B2B SaaS analytics platform (~$95M ARR, 420 employees); partner with CEO/CFO on capacity, margin, and board-ready OKRs across Product, Sales, CS, and G&A. • Built GTM ops and customer-success ops stack (pipeline hygiene, onboarding SLAs, expansion playbooks); lifted net revenue retention from 108% to 124% and cut time-to-value for mid-market logos 31%. • Scaled hiring and people ops for ops-critical roles: grew Ops/CS/RevOps from 38 to 91 FTEs with structured scorecards; 90-day ramp success rate improved from 71% to 88%. • Instituted weekly operating rhythm (pipeline, churn risk, support backlog, hiring funnel) used by ELT; reduced critical incident MTTR 27% and quarterly forecast miss to ±3%. • Renegotiated top 18 SaaS/vendor contracts and consolidated tooling; delivered $4.2M annualized run-rate savings without degrading SLAs. • Led post-Series C operating model redesign (RACI, decision rights, OKR cascade); board ops reviews now close in one sitting with clear owners and red/yellow/green status.

• Led marketplace and fulfillment operations for a $210M GMV e-commerce marketplace spanning 3 Northeast hubs and 650 associates/contractors; held on-time ship rate ≥97.8% through peak seasons. • Redesigned seller onboarding and catalog ops; cut median seller time-to-first-sale from 19 days to 8 and reduced catalog error rate 44%. • Built cross-functional S&OP linking merchandising, inventory, and last-mile capacity; stockouts on A-SKU set fell from 7.2% to 2.4%. • Negotiated parcel/LTL and 3PL agreements; shifted 32% of volume to preferred partners and saved $2.8M annually while protecting transit SLAs. • Scaled ops leadership bench from 7 to 16 managers; succession plan filled 6 of 7 critical roles internally during COVID demand spikes. • Owned P&L partnership with finance on contribution margin; improved ops contribution 180 bps over three years via labor productivity and freight mix.

• Directed warehouse, customer ops, and vendor management for a $120M industrial/MRO distributor serving 3,800+ New England accounts. • Implemented engineered labor standards and daily visual management; inventory accuracy rose from 95.8% to 99.1% and mis-ships fell 38%. • Led WMS cutover over a holiday weekend with dual-run; zero shipment backlog and <0.6% order exception rate in first 30 days. • Built vendor scorecards and dual-sourcing for top 40 SKUs; reduced single-source risk and cut expedite spend 29%. • Coached 8 supervisors on coaching conversations and labor planning; absenteeism down ~14% after flexible shift bidding.

• Ran day-to-day DC operations for fasteners and fabrication supplies (~$55M throughput); restored on-time dock performance from 79% to 96% in 10 months. • Facilitated Kaizen events on putaway and cartonization; packing labor minutes per order down ~11%. • Owned shift safety program; contributed to site achieving 11 consecutive months without a recordable incident.

Operations & Strategy concentration

Magna Cum Laude