Michael Laird

Results-driven operations and client success professional with extensive experience in messaging operations, campaign management, customer success, and team leadership and data analysis. Proven ability to optimize deliverability, improve operational efficiency, and lead cross-functional initiatives in fast-paced environments. Skilled in SMS/MMS compliance, 10DLC onboarding, multi-channel marketing strategy, client relationship management, and data-driven decision-making.

Recognized for strong problem-solving abilities, adaptability, and a proactive approach to driving business growth and operational excellence.

Manager of Messaging Operations - Springbig - Boca Raton, FL

(2024-03 - 2026-06)

• Manage inventory, allocation, and performance of company-issued messaging numbers, ensuring high availability and operational reliability for merchant communications.
• Managed product roadmap prioritization and ticket workflows, ensuring timely deployments aligned with strategic product enhancements and business objectives.
• Oversaw messaging deliverability across 700+ customer accounts, implementing optimization strategies to improve campaign performance and engagement.
• Lead the deployment and development of new messaging technologies while ensuring scalability, compliance, and customer value.
• Provide expert-level guidance on SMS/MMS deliverability, compliance, and troubleshooting through consultations and detailed technical support.
• Collaborate with product and engineering teams to improve messaging functionality and enhance user experience.
• Prepare and present operational performance reports to senior leadership, identifying trends, KPIs, and process improvement opportunities.
• Successfully managed the manual migration of 600+ customers to 10DLC-compliant texting platforms.
• Maintained a 97% deliverability rate within highly regulated industries.
• Increased merchant engagement rates by 5–15% through the development of targeted multi-channel marketing strategies.
• Managed MMS image content reviews and notification compliance to ensure adherence to carrier and industry standards.
• Managed SMS template content to ensure compliance and adhere to carrier standards.

Campaign Operations Coordinator - Springbig - Boca Raton, FL

(2023-12 - 2024-03)

• Monitored and optimized text message delivery metrics for 650+ merchants across the United States, Canada, and Puerto Rico.
• Implemented deliverability improvements and communicated account performance updates directly to clients.
• Led multi-channel marketing campaigns focused on increasing engagement, brand awareness, and revenue growth.
• Analyzed campaign performance data and presented actionable insights to senior leadership.
• Utilized analytics tools to monitor KPIs, identify optimization opportunities, and improve campaign performance.
• Served as a subject matter expert in SMS and email deliverability, supporting both clients and internal teams.

Project Manager - CS Implementation & Development - Springbig - Boca Raton, FL

(2023-10 - 2023-12)

• Led onboarding and implementation initiatives for new clients, ensuring seamless integration with Springbig's platform.
• Collaborated with cross-functional teams to deliver customized onboarding experiences tailored to client requirements.
• Coordinated software integrations with POS and eCommerce systems.
• Conducted client training sessions to improve product adoption and operational efficiency.
• Identified opportunities for improved deliverability through detailed performance and data analysis.
• Supported revenue growth through strategic cross-selling of additional software solutions.

Client Success Manager - Springbig - Boca Raton, FL

(2022-09 - 2023-10)

• Managed a portfolio of key client accounts, ensuring high levels of customer satisfaction and long-term retention.
• Conducted recurring business reviews to evaluate performance metrics, gather feedback, and identify growth opportunities.
• Built long-term client relationships through strategic consultation and solution-oriented communication.
• Delivered product training sessions focused on feature adoption and best practices.
• Successfully upgraded 38 clients to expanded software packages, increasing annual recurring revenue (ARR).
• Managed billing adjustments and customer refund communications when necessary.

Junior Client Success Manager - Springbig - Boca Raton, FL

(2022-06 - 2022-09)

• Served as the primary point of contact for client support and account-related inquiries.
• Maintained strong client relationships through proactive communication and issue resolution.
• Educated clients on platform features, updates, and best practices to maximize product utilization.
• Coordinated with internal departments to resolve technical and operational concerns efficiently.

Grocery Manager - Safeway - Auburn, WA

(2022-01 - 2022-05)

• Oversaw operations for Grocery, Dairy, Frozen, General Merchandise, and Night Crew departments, managing a team of 25–30 employees.
• Maintained compliance with corporate operational, cleanliness, and merchandising standards.
• Managed departmental scheduling, labor allocation, and grocery inventory systems.
• Ensured timely ordering and inventory accuracy to maintain operational efficiency and product availability.

Merchandising Supervisor - Swire Coca-Cola - Bellevue, WA

(2021-09 - 2022-01)

• Supervised a team of up to 24 union employees across 64 merchandising accounts, including 24 enterprise-level locations.
• Managed payroll submissions, scheduling, and daily operational oversight.
• Built and maintained strong relationships with store leadership and account managers to support sales growth and merchandising success.
• Promoted a safe, productive, and performance-focused work environment through effective leadership and communication.

Large Store Account Manager - Swire Coca-Cola - Bellevue, WA

(2020-03 - 2021-09)

• Managed inventory performance and merchandising execution across multiple major retail accounts.
• Strengthened account relationships that resulted in permanent cooler fixture placements and expanded display opportunities.
• Drove measurable account growth through consistent merchandising excellence and customer relationship management.

Merchandiser - Swire Coca-Cola - Bellevue, WA

(2019-10 - 2020-03)

• Maintained inventory levels and product presentation standards across assigned retail accounts.
• Delivered strong customer service and communicated store needs to internal teams to support account growth.

Dairy Manager - Safeway - Federal Way, WA

(2018-11 - 2019-10)

Night Crew Relief Manager - Safeway - Federal Way, WA

(2018-08 - 2018-11)

Front End Cashier - Safeway - Federal Way, WA

(2017-04 - 2018-08)

Helper Clerk - Safeway - Federal Way, WA

(2016-05 - 2017-04)

Courtesy Clerk - Safeway - Federal Way, WA

(2016-03 - 2016-05)

Undergraduate Studies - Highline College (2018 - 2020) Des Moines, WA

High School Diploma - Bellarmine Preparatory School (2017) Tacoma, WA