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, USA01.2024
Bachelor of Arts - Visual Design
Miriam College
Quezon City, Philippines01.2013
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