Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Mary Grace Garcia

Quezon City

Summary

Versatile HR and Product Operations professional with over 5 years of experience driving stakeholder engagement, contract renewals, and cross-functional program delivery in fast-paced SaaS environments. Proven ability to lead global onboarding cycles, manage vendor relationships, support platform rollouts, and improve workflows across HR, Product, and Customer Support teams. Skilled in aligning technical and non-technical stakeholders, resolving user friction, and contributing to both employee and customer experience success. Adept at analyzing feedback, implementing process improvements, and managing tools like Salesforce, Agiloft, Workday, and NPS/CSAT systems to support retention and continuous improvement. A resilient and detail-oriented leader with a strong track record of elevating operations and influencing organizational outcomes.

Overview

7
7
years of professional experience

Work History

Product Operations Manager

CareLinx by Sharecare
04.2022 - 07.2025
  • Utilized Salesforce CRM to track support tickets and workflow gaps across departments. Collaborated with Product, Engineering, and Customer Support teams to support 2+ product launches per quarter, achieving a 5% reduction in release delays through proactive coordination and testing workflows.
  • Acted as the key liaison to resolve stakeholder issues post-launch, managing 50+ escalations per quarter, with resolution of high-impact SaaS issues and platform bugs within 1–2 business days.
  • Partnered with Operations to create interim solutions and client-facing messaging during critical releases, mitigating 1–2 days of downtime and supporting over 100 impacted users.
  • Drove platform adoption by developing “how-to” documentation across 3 global teams, improving onboarding efficiency and enabling self-service support, which helped increase client engagement and user growth.
  • Monitored user feedback and performance data weekly via Trustpilot, CSAT, and NPS tracking, contributing to a 10% increase in satisfaction scores (NPS/CSAT improved from 80% to 90%).
  • Contributed to a reduction in bug-related complaints, helping cut ticket resolution time from 7–10 days to 5 days, and reduced total support ticket volume (previously 1,000+ tickets) through cross-team issue triage and backlog management.
  • Utilized Salesforce to track support tickets and workflow gaps across departments.

HR Operations Lead

CareLinx by Sharecare
04.2020 - 05.2022
  • Led onboarding and lifecycle support for 200+ employees across multiple countries (France, Italy, Guatemala, Argentina, Dominican Republic)
  • Managed vendor relationships and renewals: negotiated service terms, ensured SLAs, oversaw contract management via Agiloft
  • Owned HR support, policy guidance, and engagement strategies
  • Designed and managed a 90-day onboarding check-in program to capture KPIs on workplace readiness and satisfaction
  • Supported compliance programs, audits, and policy updates
  • Coordinated with IT, Legal, Admin to streamline onboarding/offboarding workflows
  • Leveraged Salesforce to track support tickets and workflow gaps across teams

People Operations Assistant

CareLinx by Sharecare
11.2019 - 04.2020
  • Coordinated recruitment logistics for 45 open roles, managing end-to-end candidate communications and interview scheduling with improved efficiency and reduced rescheduling conflicts.
  • Maintained and updated 200+ employee records, supporting internal compliance reviews and contributing to successful health security audits and training implementation.
  • Led documentation cleanups for over 300 files, ensuring audit readiness and data accuracy across multiple HRIS platforms.
  • Facilitated onboarding setup and new hire orientation for 18+ new employees, collaborating with Operations, Customer Support, and Engineering teams to deliver a seamless experience; achieved an average onboarding satisfaction score of 8.5/10.

Amenities Specialist

Lumina First Service Residential
11.2018 - 11.2019
  • Managed 70+ resident experience and community programs in a luxury residential setting
  • Handled 60 vendor contract renewals and service escalations
  • Supported property operations and resident satisfaction initiatives

Education

Master of Arts - Human Resource Management

Claremont Lincoln University
California, USA
01.2024

Bachelor of Arts - Visual Design

Miriam College
Quezon City, Philippines
01.2013

Skills

  • Customer Retention & Renewals
  • Contract & Vendor Negotiation
  • Salesforce CRM
  • SaaS Platforms & User Adoption
  • Onboarding & Offboarding Programs
  • Engagement Metrics (NPS, CSAT)
  • Cross-Functional Collaboration
  • Workflow Optimization & KPIs
  • Product-Led Support Strategy
  • Tools: Workday, ADP, Zenefits, Agiloft, NetSuite, JIRA, Asana, Google Workspace, Zoom

Websites

Timeline

Product Operations Manager

CareLinx by Sharecare
04.2022 - 07.2025

HR Operations Lead

CareLinx by Sharecare
04.2020 - 05.2022

People Operations Assistant

CareLinx by Sharecare
11.2019 - 04.2020

Amenities Specialist

Lumina First Service Residential
11.2018 - 11.2019

Master of Arts - Human Resource Management

Claremont Lincoln University

Bachelor of Arts - Visual Design

Miriam College

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Mary Grace Garcia