Ruben Martinez
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Head of Product Operations
Austin, Texas, United States
Résumé
Jobs
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Head of Product OperationsModern HealthJun 2025 - Current (1 year 4 months)- Lead Product Operations Program ManagerModern HealthJan 2025 - Jun 2025 (6 months)
- Full Stack Software EngineerAbilitieFeb 2023 - Dec 2024 (1 year 11 months)- Contributed as one of three original engineers (now a team of seven) in building the company's new internal operating platform. This platform consolidated three disparate systems into one holistic application to streamline business operations.
Direct contributions include:
● Built the company's public-facing "Learning Portal," a highly visible part of the application where all registered learners manage their sessions and tasks.
● Designed and implemented the company's public-facing calendar subscription mechanism, enabling all users to stay updated with all their company activities.
● Revamped the faculty staffing request mechanism to align with Accounting requirements, optimizing efficiency a - Software EngineerAbilitieAug 2021 - Feb 2023 (1 year 7 months)
- Program Manager, Small Business GrowthFacebookJul 2019 - Jun 2021 (2 years)- Led 5 different programs (1-2 at a time) for North America that spanned: mid-market sales, lead-generation (inbound and outbound), new advertiser onboarding, and public customer advocacy.
- Recognized in performance evaluations for “extraordinary impact” in H1’2020 and promoted in H2’2020.
- Ensured programs' sales representatives met and exceeded customer expectations, with sales CSAT above 86% while over-achieving program KPIs (116% to 134% of target depending on program).
- Advocated on behalf of the customer and developed a vision and roadmap for Chat as a business entrypoint beyond support. Project prioritized by Facebook (Meta) leadership and rolled out in H2’2021.
- Internal lead for “GrowU,” an employee resourc - OwnerRubenCoachJun 2019 - Jun 2021 (2 years 1 month)
- Vice President OperationsSocialWithinSep 2018 - May 2019 (9 months)- Operationalized the sales strategy and client engagement model for the agency. During tenure, monthly recurring revenue grew by 25% and portfolio size by 18%.
- Implemented OKR goaling framework at the executive level, and created and maintained company-wide performance dashboards to monitor progress against goals and facilitate strategic planning
- Reorganized Account Management and Creative Strategy teams to simplify collaboration and role clarity; enabled revenue from creative services to increase by 203%.
- Leveraged professional training as a Co-Active Coach® to manage and coach a team of 11 people.
- Functioned as Client Strategy Manager for major Enterprise accounts to identify growth opportunities.
- Resig - Program Manager, Client ExperienceFacebookAug 2017 - May 2018 (10 months)- Responsible for Client Experience for all North America Small Business Support, supporting 2 million clients with a couple hundred support representatives
- Developed and implemented new quality assurance methodology for all support representatives, leading to a 13% Resolution Rate increase and 14% CSAT increase among early adopters
- Implemented real-time Quality reporting—previously 30 days lagging—to enable proactive course-correction before top-line KPIs impacted
- Partnered with internal teams like L&D and product & marketing to continuously improve support representatives and surface product feedback
- Certified as a COPC Standards Implementation Leader - High Value Account ManagerFacebookJan 2016 - Aug 2017 (1 year 8 months)- Grew a book of 45 SaaS, B2B, and Consumer Tech clients by 22%, from $36m in annual revenue to $44 million
- Trained new Account Managers in onboarding classes, including “Data-driven prioritization,” and “Mobile App Attribution & Measurement”; awarded “Training Hero of Q3’2017”
- Improved efficiency of Account Managers by developing a Book of Business Analysis spreadsheet that automatically assessed client performance and identified opportunity areas per account; that later served as the framework when internal engineering built it into internal CRM
- Before an Operations team existed in-region, collaborated with central, sales, and product teams to develop and implement productivity improvements to Account Management team - FSenior Account ExecutiveFIKSUMar 2014 - Sep 2015 (1 year 7 months)- Prospected and closed business to hit 116% of quota; awarded Account Executive of the year for 2014 on highest revenue-generating team at the company
- Managed team of Account Executives and Interns that led the organization in lead-gen productivity
- Created a web crawler that automated the App Store prospecting process, saving each team member 3-5 hours per week
- Recreated the training and management curriculum for sales interns and Account Executives, which were later integrated into company-wide training for all FTEs - Program Delivery ManagerFULLBRIDGEMay 2013 - Mar 2014 (11 months)- Orchestrated the planning and execution of the 4-week-long business boot-camp throughout the world, notably in Boston, California, New York City, and Saudi Arabia at the same time; spanned over 200 concurrent students
- Collaborated with coaches and business development managers on curriculum, career-building activities, special events, and mentorship programs for students
- Analyzed and reported on participant feedback to drive improvement of future boot-camps
- Played the role of SCRUM Master for the development team
- Designed internal workflows that eliminated 24 hours of work from pre-launch preparation - PresidentHinman Production CompanyMay 2012 - May 2013 (1 year 1 month)- Managed executive board of 8 to produce 6 campus-wide shows per year
- Continuously improved internal operations and external relations, helping lead to the highest revenue—and patron attendance—in almost 30 years.
- Responsible for coordination amongst all cross-functional stakeholders, including cast, crew, set design, marketing, finance, and strategic partnerships
-Oversaw the launch and led the writing team for the company's first "24 hour theater" event, a 24-hour sprint from idea to live performance in front of a paying audience. - Resident AdvisorBinghamton UniversityAug 2010 - May 2011 (10 months)- As a Sophomore, managed the safety, comfort, and experience for 36 different students ranging from Freshmen to Seniors
- Created, planned, and hosted 6 different campus-wide events to increase inter-community collaboration and learning
- As an important touch point between new students and the campus at large, worked to consistently increase awareness of campus-resources for new students. - DirectorHinman Production CompanyFeb 2010 - May 2013 (3 years 4 months)- Directed several theater productions, including The Laramie Project by Moisés Kaufman, and The Foreigner by Larry Shue.
- As director, selected and coached cast of 8-15 every night for months on the way to delivering sold-out performances
- Accountable not only for the performance of the cast, but also for all set, lighting, technology, and costume decisions.
- Worked with cast, crew, set design, marketing, finance, and the executive board to produce all performances in front live, paying audiences - ActorHinman Production CompanySep 2009 - May 2013 (3 years 9 months)- Acted in several productions, including Betty's Summer Vacation by Christopher Durang, The Nerd by Larry Shue, and the musical "Hair"
-Developed and iterated on character every night to ultimately perform in front of a live audience - NPhoto EditorNew York Social DiaryJun 2009 - Feb 2014 (4 years 9 months)- Edit photos from high-profile socialite events using Adobe Photoshop.
- Create a structured, web-friendly layout of those photos using Adobe Dreamweaver. - EUsher (Seasonal)E TheatersMar 2008 - Jan 2012 (3 years 11 months)- Orchestrated logistics for 3 nightly off-Broadway performances
- Coordinated with stage managers to deliver 24 performances per week
- Communicated vital information to teams and patrons over tight, fast-paced deadlines
- Maintained daily inventory for show and facility materials
Education
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- Bachelor's degree, EconomicsBinghamton UniversityAug 2009 - May 2013 (3 years 10 months)
- Regis High SchoolRegis High SchoolSep 2005 - Jun 2009 (3 years 10 months)
Projects (professional or personal)
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- SSenior Film Thesis - Digital MirageMar 2011 - Current (15 years 7 months)
Awards
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- IDeo et Patriae AwardIssued by Regis High SchoolInaugural REACH Class Honored With 2022 Deo et Patriae Award
On Thursday, November 3, the REACH Class of 2005 was honored with the 2022 Deo et Patriae Award. The inaugural class of the program, this group of 29 men was recognized in front of friends and fellow alumni of REACH and Regis for its courage and dedication, which paved the way for hundreds of future REACH students.
The evening's eponymous award is presented to a person or persons who have served Regis and the community in a distinguished capacity during the course of their lives.
“I am confident that the example set by the founding REACH class will continue to not just live on but thrive on for many, many years to come," shared Jake Maskara '23 (REACH '1 - IInaugural "We Make It Happen" Abilitie Values AwardIssued by Abilitie"For embodying our values and leading by example"