Désirée Galicher

Providing operational strategy consulting and hands-on support to the founder, driving efficiency, growth, and organizational alignment. Contributions: Strategic Planning & Execution | Operational Excellence | Founder & Executive Support | Process Optimization | Change & Growth Management

I led the end-to-end development and launch of Mentaa, a multi-category digital coaching platform, overseeing everything from product delivery and platform operations to cross-functional team management. I drove agile planning and executed the product roadmap, aligning engineering, design, and marketing efforts across global time zones. To support scalable growth, I created onboarding frameworks, guides, and SOPs for coach acquisition. I managed platform testing, user journey design, and feedback integration to ensure a seamless user experience and strong backend performance. I also handled vendor coordination—including AWS, payment gateways, and content teams—ensuring timely, cost-efficient, and compliant delivery. Throughout, I reported directly to the founder and key stakeholders, providing strategic updates on progress, risks, and performance.

Driving Transformation in Procurement and Workplace Operations through Optimization, Digitization, and Process Improvement.

Leading high-performing teams through rapid growth and global expansion, prioritizing people-centric strategies at the core of our mission!

Led Frontiers' technology teams to operational excellence, overseeing strategy, innovation, cost management, and team development. Was responsible for directing Software Development, Infrastructure, Data Architecture, and Customer Support departments, ensuring alignment with our vision and fostering a culture of growth and mentorship.

I spearheaded operational excellence initiatives, overseeing a team of 50+ members. I directed operational teams, identified areas for efficiency improvements, and ensured accurate documentation for scalability. Additionally, I mentored staff, promoted a culture of high performance, and collaborated with senior management on strategic goals. My role encompassed budgeting, long-term planning, and managing the infrastructure cost center.

Led a team of 5-10 people, providing user support for application queries and diversifying tasks to include desktop service-related issues. I managed incident escalation, resolution, and reporting, as well as coordinated problem resolution with other teams. Knowledge sharing through common repositories and standardization of procedures were key focuses. Additionally, I consolidated and reported metrics for Helpdesk activity and other projects, coached Helpdesk analysts for customer service behavior, and facilitated stakeholder communications. In terms of ITSM/ITIL, I created and evaluated processes for improvement, automated standard tasks, and documented core information for scalability. I also drove projects for front and back-office service improvements and tools acquisition, while monitoring compliance and governance.

Led a team, coordinated IT/IS deliverables, managed problem and incident resolution, and implemented change management solutions. I oversaw asset management, training, and project management, driving various projects from initiation to closure. Additionally, I conducted knowledge assessments, developed training programs, delivered sessions, provided coaching, and created user documentation.

Oversaw ICT operations management and infrastructure support, including PCs, servers, and mobile devices. I was responsible for service and support delivery both at headquarters and company-wide on-demand. Asset and procurement management, as well as license and governance coordination, were key aspects of my role. I also developed policies and procedures, ensuring quality standards and strategic planning of ICT for headquarters. Additionally, I conducted training through end-user on-site and remote sessions and created documentation. My focus on service optimization and improvement involved implementing new products and services to enhance efficiency.