Enoch Thackeray

Own contract processing and customer success operations for the app marketplace and sales-sold channels of a SaaS product with multi-year contracts, driving contract signature and onboarding completion in partnership with a multidisciplinary Stripe and partner team spanning technical operations, product management, and solution architecture. Solved a gap where marketplace merchants too small for AE coverage were unable to get a contract at all — built and owned a new contract creation and signing process in partnership with Legal and Sales Operations, cutting contract turnaround from 3+ weeks to 1 day. Negotiate pricing with individual merchants within established company parameters, balancing deal closure with margin and policy guardrails. Provide sales enablement support to Account Executives, including structuring and administering contracts on higher-value, sales-sourced deals. Proactively engage marketplace merchants without dedicated AE coverage, coordinating their onboarding and contracting end-to-end. Redesigned onboarding routing and scheduling logic, cutting time-to-close from 8 weeks to 2-3 weeks and increasing onboarding conversion 4x. Contributed to the product becoming one of the top 3 fastest-growing in Stripe's marketplace.

Built foundational experience in cross-functional process design, supplier coordination, and stakeholder management in a fast-paced manufacturing environment — skills later applied directly to operations work at Stripe. Managed a $15M project portfolio, leading a team of 15+ across concurrent commercial construction projects averaging $1.7M in contract value. Facilitated cross-functional Scrum teams (Drafting, Engineering, Production, Shipping, Installation/Finishing), improving team productivity by 15% through sprint planning and process optimization. Collaborated with cross-functional teams to identify and onboard new suppliers, achieving 37% cost savings while maintaining project schedules through efficient backlog management. Maintained on-time, on-budget delivery across 13 concurrent projects using Jira and Microsoft Project to track sprint progress and team capacity. Built strong client relationships through proactive stakeholder engagement, contributing to consistently high client satisfaction scores.

Founded and led a Project Management Office (PMO) from the ground up, serving students, small businesses, and corporate partners; established standardized PM processes still in use today. Managed a portfolio of 47 cross-departmental projects spanning software development, process improvement, and product development using Scrum and Agile methodologies. Facilitated Scrum ceremonies (sprint planning, daily stand-ups, reviews, retrospectives) for cross-functional teams, including student developers working in Python, SQL, Java, and C++. Secured $500,000 in grant funding to support departmental initiatives and stand up workflows for a newly formed department. Introduced Trello and MS Project for Agile workflow tracking, improving on-time delivery rates and team retention.

Supervised a team of 26 associates and 8 team leads on the overnight stocking shift at a Supercenter, overseeing daily execution, scheduling, and accountability. Reduced team turnover by implementing structured onboarding and coaching programs for new associates. Improved inventory stocking workflows, contributing to more accurate on-shelf product availability and fewer stock discrepancies. Partnered with store leadership to align department priorities with broader operational and customer-satisfaction goals.

Supervised and tracked daily and weekly progress of a 20-member team, maintaining accountability against operational goals. Assisted with hiring, conflict resolution, and day-to-day employee management. Developed and implemented standard operating procedures for quality assurance, device testing, safety protocols, and inventory management. Trained team members on SAP inventory systems to improve tracking accuracy and product lifecycle management.