Chicago, IL, USA

Brianna S.

I build the thing. Then I leave it running.

I am the person companies call when something important does not exist yet and needs to.

Over the last decade I have built service delivery organizations, redesigned support operations, scaled learning infrastructure for 150K+ people, and led post-acquisition integration - across SaaS, ed-tech, and high-growth marketplaces. In every case I was hired for one thing, pulled toward the harder problem, built the solution, and handed it off running. I was never backfilled.

In 2025 I formalized that work as Champagne Tactics. I partner with COOs and VPs of Operations at scaling companies to find what is actually broken operationally, build what is missing, and make sure it runs without me. My entry point is a structured diagnostic - end-to-end workflow mapping, friction identification, quantified impact, and a prioritized roadmap. From there I can stay and help execute or hand it off.

I work best in environments where the playbook does not exist yet, the team is small and moving fast, and the stakes are real. If that sounds like where you are, I would love to talk.

Hire Brianna

Team Building Scaleup Education Hospitality Higher Education Food Delivery Information Services Enterprise

Fractional Director of Operations rates

Work

Post-Acquisition Service Delivery Integration for SaaS Learning Company

Overview:

• Project Type: Post-Merger Integration

• Industry Type: Technology

• Business Unit: Operations

Problem:

Following an acquisition, a SaaS-based learning organization needed to integrate onboarding, enablement & service delivery across newly combined teams & systems. Processes were fragmented, handoffs were undefined & there was no unified operating model to support the combined customer base.

Action:

Served as Operations SME for a simultaneous CRM & CPQ integration spanning multiple teams & cross-functional stakeholders. Consolidated commission structures across Sales, standardized handoffs & operating rhythms, redesigned the partner experience, partnered with Marketing on a self-service purchasing infrastructure & designed a leadership enablement program supporting manager readiness through organizational change.

Result:

Delivered unified customer data infrastructure, scalable service models, an improved partner experience, a consolidated operating model & a leadership bench equipped to sustain the organization post-acquisition.

Salesforce Acquisition Integration Jira Team Building SaaS

Customer Support Transformation and Volume Reduction for High-Growth Marketplace

Overview:

• Project Type: Business Process Redesign

• Industry Type: Technology

• Business Unit: Operations

Problem:

A rapidly scaling marketplace was managing driver support through siloed, region-based Gmail threads with no manager visibility, no data capture, and no escalation infrastructure. Inbound support volume was unsustainable and growing.

Action:

Architected a centralized queue system serving ~100 agents, establishing manager visibility, data capture & escalation infrastructure. Implemented automated routing, intelligent self-service design & early AI-assisted correspondence to deflect volume. Built reporting dashboards & standardized operating procedures across the support function.

Result:

Reduced inbound support volume by 70% - from ~33K to ~10K tickets per month - while creating the operational foundation for consolidating two major teams of ~200 people.

Salesforce Customer Experience SaaS Customer Support Jira

Net-New Service Delivery Organization Build for Enterprise Learning Platform

Overview:

• Project Type: Business Process Redesign

• Industry Type: Technology

• Business Unit: Operations

Problem:

A growing ed-tech company needed to stand up a service delivery function from scratch to support enterprise partners, individual learners, and contracted facilitators across NA, EMEA, and APAC. No teams, no infrastructure, no playbook existed.

Action:

Built two net-new teams, scaled to 50 people across NA, EMEA & APAC, & designed end-to-end operating models including workflow infrastructure, SOP development, workforce planning, performance management & leadership development systems. Owned departmental budget & vendor relationships throughout.

Result:

Delivered 98%+ SLA, 4.7/5 CSAT, and 80+ NPS at scale. Successfully embedded the function into the broader organization once self-sustaining.

Salesforce Business Strategy Zapier Leadership SaaS

Learning Program Design and Scale

Overview:

Project Type: Learning & Development
Industry Type: Technology
Business Unit: Human Resources

Problem:

A marketplace with 150K+ independent contractors needed consistent, scalable onboarding and continuous learning infrastructure to support safety, compliance, and experience quality across a dispersed workforce.

Action:

Designed & built onboarding & in-app learning programs, embedding content directly into the platform contractors used daily. Established completion tracking & reporting infrastructure, created self-service resources & built escalation protocols to support consistent delivery across a dispersed workforce.

Result:

Sustained 80-90% completion rates as program volume scaled 7x over three years - ensuring safety, compliance & experience consistency did not erode as the contractor workforce grew dramatically.

Operations Optimization Learning and Development Business Strategy Project Management

Experience

Jul 2025 — Present

Champagne Tactics

Founder

Fractional operations consultancy specializing in human-centered operational architecture for scaling SaaS companies, working with COOs and VPs of Operations on the systems, structures, and rhythms that make growth sustainable.

Founded fractional ops consultancy for scaling SaaS & ed-tech companies, partnering with COOs & VPs of Ops on systems, structures & rhythms that make growth sustainable.
Designed The Reveal, a diagnostic system delivering workflow mapping, friction identification, quantified impact & a prioritized 30-60-90 day roadmap.
Built full consultancy infrastructure including methodology, IP frameworks, engagement tiers & client-facing brand architecture.Created systems for accountability and leadership growth.

Jan 2026 — Apr 2026

Braven

Leadership Coach (Volunteer)

Braven empowers promising young people on their path to college graduation and strong first jobs. They partner with educational institutions, volunteer professionals, and employers to offer a rigorous and relevant career readiness course, followed by robust campus-based alumni programming.

Coached emerging leaders to develop essential skills for career success.
Facilitated workshops to enhance leadership and professional development.
Mentored students from underrepresented backgrounds to achieve academic and career goals.

Jul 2024 — May 2025

Crucial Learning

Director, Operational Integration

Crucial Learning improves the world by helping people improve themselves. They create flexible learning experiences that teach crucial behaviors that have a disproportionate impact on outcomes and solve life’s most stubborn problems.

Operations SME for CPQ build & Salesforce integration spanning 6 teams & ~50 stakeholders post-acquisition, consolidating processes to enable unified data & scalable service models.
Unified Inbound & Outbound Sales under a consolidated commission structure & partnered with Marketing to implement a self-pay landing page enabling scalable purchasing.
Designed & facilitated leadership enablement programs supporting manager readiness through organizational change & post-acquisition integration.

Jul 2022 — Jun 2024

Crucial Learning

Director, Service Delivery

Built & scaled a 50-person global delivery org across NA, EMEA & APAC delivering 98%+ SLA, 4.7/5 CSAT & 80+ NPS across operations processing 9-11K tickets/month.
Designed learner lifecycle infrastructure: journey mapping, health score frameworks, enablement ROI measurement & field-to-product feedback loops.
Dissolved the function & embedded teams into the broader org once self-sustaining. Full budget & vendor ownership throughout. Never backfilled.

Oct 2020 — Jun 2022

Crucial Learning

Manager / Sr. Manager, Product Operations & Training Support

Built Technical Support & Production teams from scratch, reducing operational overhead by $1M+ annually.
Led Jira-to-Salesforce migration for 100+ employees achieving 100% day-one adoption through structured enablement & change management.
Standardized handoffs & enablement across Sales, Product, CS & Delivery - reducing friction & accelerating time-to-value across alpha, beta & GA releases.

Sep 2018 — Oct 2020

Grubhub

Operations Manager, Process Improvement and Communication

Grubhub is a leading online and mobile food ordering and delivery marketplace based in the United States. It connects diners with local restaurants and offers delivery and pickup options.

Architected shift from siloed Gmail-based driver support to a centralized queue system serving ~100 agents, establishing visibility, data capture & accountability.
Drove 70% reduction in inbound volume from ~33K to ~10K tickets/month via automated routing, self-service design & early AI-assisted correspondence.
Scaled learning programs for 150K+ independent contractors, growing completion volume 7x while sustaining 80-90% completion rates.

Jul 2015 — Jun 2018

GLG

Manager, Network Recruiting Operations

GLG (Gerson Lehrman Group) is the world’s leading platform for professional learning, connecting business leaders with experts to address complex challenges and make better decisions.

Managed high-volume recruiting pipelines supporting an $18M client portfolio across NA & EMEA.
Designed global associate development program exceeding placement targets of 50/cycle, achieving 60-70 actuals with 98% retention.
Trained Dublin-based colleague to deliver program across EMEA & contributed to global recruiting & training standards.

Aug 2008 — Jun 2015

Walt Disney World

Supervisor, On-The-Job Training Specialist, and Front Line Cast Member

The Walt Disney World® Resort features four theme parks, two water parks, and a variety of entertainment and recreational facilities. It is a leading destination for family vacations and entertainment.

Served on opening team for first Starbucks at Walt Disney World - started as trainer, moved to coordinator as concept launched & scaled.
Supervised cast members & facilitated onboarding across high-volume environments aligned with Disney's Four Keys framework.
Supported large-scale technology rollouts including My Disney Experience through operational transition.

Brianna S.

I build the thing. Then I leave it running.

Work

Post-Acquisition Service Delivery Integration for SaaS Learning Company

Customer Support Transformation and Volume Reduction for High-Growth Marketplace