As the Director of Operations, Experiential at Atlas Obscura, I have played an integral role in the inception and evolution of our Online Courses platform. Designed and taught by subject-matter experts and experienced educators, Atlas Obscura Courses offer opportunities for students of all ages to explore niche topics and skills, in both live and on-demand formats, from taxidermy and lockpicking to horror writing and honey tasting!

Drawing upon my expertise in operations management and experiential design, I have spearheaded the development of our online experiential offerings from the ground up. In creating this new program, I built the essential processes for content creation, forged strategic partner agreements, and implemented robust project management tools. Additionally, I authored comprehensive handbooks and guidelines for our experience hosts and leaders, covering operational policies, scheduling protocols, payroll procedures, and adherence to our code of conduct and brand standards. I now manage a team of course coordinators and moderators who oversee customer service and daily execution of each course session.

Providing high-quality experiences is my main priority. To ensure and maintain the quality of our experiences and the satisfaction of our audiences, I developed a system for collecting and analyzing overall experience data to hit our goals and KPIs, including sales data (such as ticket sales, sell-through rate, and net and gross revenue), feedback from hosts and moderators, guest satisfaction (NPS), and social media engagement.

Through strategic planning and collaboration with our team of passionate educators and creatives, we have cultivated a portfolio of courses that captivate and inspire learners of all backgrounds.