#12 Operations project deep dive with Ellen Lin, COO of Green Dot Public Schools

Ellen Lin, COO of Green Dot Public Schools National, discusses the implementation of a help desk ticketing and knowledge-based solution at Green Dot. The project aimed to streamline operations and improve efficiency by replacing the use of email for ticketing across departments. Ellen shares the challenges faced, the evaluation process for selecting a vendor, and the fast onboarding and implementation timeline. She also highlights the impact of the ticketing system on agents and the organization as a whole. Ellen encourages operational leaders to prioritize projects that align with organizational goals and to think strategically about system redesign.

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