Senior Operations Leader

Matt
Koenig.

10+ years converting fragmented customer signals into product roadmap impact at LinkedIn, Nextdoor, Chime, and ezCater — bridging Engineering, Product, and CX to reduce friction and drive measurable ROI through AI-driven VoC programs.

Get in Touch View My Work

At a glance

10+ Years in Product Operations & VoC leadership
700M+ User base scaled with VoC infrastructure at LinkedIn
50%+ Service NPS improvement driven at Chime
01

Turning signal into strategy

I architect Voice of Customer and Product Operations programs that connect the dots between what customers say and what product teams build. My work lives at the intersection of AI automation, data infrastructure, and cross-functional leadership.

From tuning ML Trust & Safety models at LinkedIn to launching AI-orchestrated feedback loops at ezCater, I bring both the technical fluency and operational instincts to make insights actually land with executives and engineering alike.

AI & LLM Voice of Customer Product Operations Trust & Safety Data Analytics People Management

My approach is systems-first: I don't just collect feedback — I build the infrastructure, tooling, and cross-functional rituals that turn raw customer noise into prioritized, measurable action.

Whether that's instrumenting a Snowflake data pipeline, standing up a Zapier automation that routes hot-state insights to the right Slack channel, or synthesizing a weekly executive brief — I close the loop between signal and decision.

02

Where I've worked

10/2024 — Present

ezCater

Manager, Program Management — Voice of Customer

  • Architected custom LLM agents (Gemini Gems) and integrated Level AI to convert unstructured customer and market data into real-time strategy briefs for the executive team.
  • Engineered event-driven Slack and Zapier integrations routing hot-state customer insights directly to product squads and support ops, reducing internal response latency.
  • Launched ezCater's first statistically significant relationship survey, establishing repeatable VoC methodology synthesizing CSAT, CES, and AI-driven sentiment to prioritize the product roadmap.
  • Partner with Product, Research, Engineering, and Data to identify and remediate pain points including operational gaps in last-mile food delivery.
LLM AgentsLevel AI ZapierVoC Strategy People Management

03/2022 — 11/2023

Chime

Senior Product Operations Manager

  • Led cross-functional CX initiatives in a high-compliance fintech environment, scaling operations with 100% regulatory alignment.
  • Achieved 50%+ improvement in Service NPS by surfacing operational gaps and partnering with Product to deploy resolutions.
  • Built real-time Looker dashboards exposing sentiment, risk, and operational signals to leadership and partner teams.
FintechLooker NPSCompliance

08/2021 — 02/2022

Nextdoor

Senior Product Operations Manager

  • Architected and launched Nextdoor's inaugural Voice of Member program, transforming fragmented qualitative feedback into high-signal data streams for trust & safety workflows.
  • Served as the Product Ops bridge between Engineering and Policy, driving cross-functional sprints that increased content moderation efficiency and reduced manual appeal volume.
  • Built operational handbooks for content moderation and appeals, establishing repeatable methodologies.
Trust & SafetyVoC Content Moderation

04/2012 — 08/2021

LinkedIn

Senior Product Operations Manager — Trust & Safety, Consumer & Premium

  • Partnered with ML Engineering on Trust & Safety models (ATO, abuse, scraping); operational lead for false-positive tuning, driving model efficiency to 95%.
  • Engineered an automated refund workflow within the Help Center, delivering $100K annualized ROI on Premium Subscription refunds.
  • Led ETL and enterprise VoC platform implementation across a 700M+ user base.
  • Reduced endorsement-related complaints by 50%+ and established repeatable NPS methodology for consumer segments.
  • Created the support-to-engineering escalation process, improving triage efficiency; owned Help Center content across all product verticals.
ML OperationsETL Trust & SafetyNPS Automation
03

What I do well

AI & Automation

  • Custom LLM Agents (Gemini Gems)
  • Level AI
  • Zapier & Agentic Workflows
  • AI Sentiment Analysis
  • ML Model Tuning

VoC & CX Strategy

  • Forsta
  • CSAT, CES & NPS
  • Survey Design
  • Statistical Methodology
  • Experimentation & Measurement

Data & Analytics

  • Looker, Power BI, Tableau
  • Snowflake & SQL
  • ETL Pipelines
  • Aquadata Studio
  • Enterprise Data Platforms

CRM & Support Platforms

  • Zendesk
  • Salesforce
  • Twilio
  • Oracle Service Cloud

Program & Process

  • Jira, Confluence, Asana
  • SOPs & Scalable Playbooks
  • GTM Coordination
  • Portfolio Planning

Leadership

  • Cross-functional Leadership
  • People Management
  • Executive Communication
  • Trust & Safety Operations
  • Operational Risk
04

Where I studied

B.S.

Bachelor of Science, Psychology

Grace University — Omaha, NE

Contact me.

Open to senior operations, VoC, or product leadership roles. Reach out any time.

matt@mattjkoenig.com