Monica D.

Fractional Operations & HR Partner | Business & People Operations

I partner with clients to build and improve how they operate across functions, from customer onboarding, success, and support to internal operations and People Ops. As employee #1 at Owner, a VC-backed SaaS company based in San Francisco, I built and led multiple functions from the ground up: Onboarding, Customer Success, Support, Logistics, Operations, and People Ops, as the company grew to 200+ employees and a $1B valuation. My work sits at the intersection of teams, systems, and scale: building functions, clarifying ownership, strengthening cross-functional collaboration, designing how work moves through the organization, and putting the processes and operating infrastructure in place as a business grows. 🔧 𝗪𝗵𝗮𝘁 𝗜 𝗕𝘂𝗶𝗹𝗱 & 𝗜𝗺𝗽𝗿𝗼𝘃𝗲 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 & 𝗖𝗿𝗼𝘀𝘀-𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 · Building & improving operational functions from zero → scale, including team structure, ownership, workflows, handoffs, & decision-making · Organizational structure & accountability systems that clarify who owns what, how performance is measured, & where decisions should sit · Cross-functional operating rhythms, leadership cadences, KPIs, priorities, & reporting that keep teams aligned & execution moving · Managing across functions & strengthening collaboration between teams as the business grows 𝗣𝗲𝗼𝗽𝗹𝗲 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 & 𝗛𝗥 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 · HRIS implementation, migration, & administration, including extensive hands-on experience with Rippling · Full employee lifecycle operations across on & offboarding, payroll, benefits, performance, & policy · Organizational infrastructure for global teams: manager support, performance frameworks, total rewards, & recognition · Global employment operations, including EOR infrastructure, distributed teams, & contractor management 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 & 𝗣𝗮𝗿𝘁𝗻𝗲𝗿 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 · Customer & partner onboarding systems designed around faster time-to-value · Sales → Onboarding → Customer Success handoffs, including ownership & information flow between teams · Customer Success & Support processes, escalation paths, documentation, & service operations · Building & scaling customer-facing functions from early manual processes into more structured operating systems 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 & 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗗𝗲𝘀𝗶𝗴𝗻 · Workflow mapping & process redesign for manual, fragmented, or unclear operations, including ownership & swim-lane design · SOPs, documentation, & knowledge systems that reduce dependence on tribal knowledge · Tool implementation & migration across operational functions · Automation & AI-enabled workflows where they meaningfully improve execution and reduce repetitive work 🤝 𝗪𝗵𝗼 𝗜 𝗪𝗼𝗿𝗸 𝗪𝗶𝘁𝗵 ✔ Founders and leaders building or scaling operational infrastructure ✔ Growing teams that need stronger ownership, systems, and cross-functional execution ✔ Companies that need fractional operational leadership or targeted support across a specific function or workflow 🛠 𝗧𝗼𝗼𝗹𝘀 𝗜 𝗪𝗼𝗿𝗸 𝗪𝗶𝘁𝗵 · 𝗖𝗥𝗠 & 𝗥𝗲𝘃𝗲𝗻𝘂𝗲: Salesforce, HubSpot, Gong, Apollo, ZoomInfo, GoHighLevel · 𝗣𝗲𝗼𝗽𝗹𝗲 & 𝗛𝗥: Rippling, Deel, Remote, Gusto, Oyster, Lever, Greenhouse, DocuSign · 𝗣𝗿𝗼𝗷𝗲𝗰𝘁 & 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Notion, Asana, Airtable, Monday, ClickUp, Linear, 1Password · 𝗔𝗜 & 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻: ChatGPT, Claude, Make, Zapier, Granola, Scribe · 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 & 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻: Google Workspace, Slack, Loom, Zoom 📊 𝗧𝗿𝗮𝗰𝗸 𝗥𝗲𝗰𝗼𝗿𝗱 ✅ Built, managed, & operated across Onboarding, Customer Success, Support, Logistics, Ops, & People Ops as Owner scaled from its earliest stage to 200+ employees, establishing teams, ownership, KPIs, reporting, & operating systems across functions ✅ Built & led the Onboarding function from zero, hiring & scaling the team while enabling new hires to run independent customer calls within their first week ✅ Built People Ops from zero for a remote global team that grew from ~40 to 200+ employees, including HRIS, onboarding, payroll, benefits, performance, policy, manager support, & offboarding ✅ Led the migration from Gusto & Deel to Rippling and configured the HRIS, payroll, benefits, permissions, provisioning, integrations, & employee and contractor lifecycle infrastructure for a global team of 200+ ✅ Built the company’s first organization-wide performance review framework, manager support practices, total rewards, & recognition programs for a growing global remote workforce 📢 𝗟𝗲𝘁'𝘀 𝗪𝗼𝗿𝗸 𝗧𝗼𝗴𝗲𝘁𝗵𝗲𝗿 𝗜𝗳 If you're building operations from the ground up, scaling a team or function, fixing processes that no longer work at your current stage, or need someone to step in and create stronger ownership, accountability, and cross-functional execution. Send me a message and tell me what you're working on.