# Amy Kleinerman > Currently looking for Design Operations opportunities Location: San Francisco Bay Area, United States Profile: https://flows.cv/amykleinerman I’m looking for an opportunity to work in design operations after 11+ years as a user experience designer. My superpower has always been systems thinking and helping designers work together, which has been especially important as I've been involved in multiple mergers/acquisitions. That, plus my love of problem solving, working collaboratively, and building relationships makes DesignOps feel like the perfect next step. ## Work Experience ### Staff Designer @ Included Health Jan 2021 – Jan 2022 | San Francisco Bay Area Included Health is a digital health company delivering virtual medical care and benefits navigation via app, phone, and video. After a merger and an acquisition in 2021, our newly-combined company needed to streamline legacy internal tools that our clinicians and care team used to assist members with their healthcare needs. This service design work included evaluating existing systems and workflows, which few individuals on our cross-functional team understood. Creating Shared Understanding • Partnered with user research to uncover insights about internal user workflows and pain points • Translated research findings into actionable recommendations for product and engineering teams • Translated and communicated implications of internal team service delivery workflows to teams building the end-user (member app) experience Delivering Solutions • Spearheaded the initial effort to integrate and link legacy Doctor on Demand accounts into/within the existing Grand Rounds Salesforce instance • Combined the legacy companies’ Nurse Triage service lines, simplifying the creation of and reporting for cases • Created updated internal acronym glossary as a resource for new hires • Resolved how the care team would view the combined legacy Grand Rounds, Doctor on Demand, and Included Health member data Building Relationships • Partnered with internal operations leaders ensure that our design choices matched workflow needs • Instituted team user manuals to help our merged team work better together, with 15 of 20 members actively participating • Mentored junior designers • Instituted and facilitated virtual small-team working sessions to foster community for internal tools designers ### Staff Designer @ Grand Rounds Jan 2020 – Jan 2021 | San Francisco Bay Area See experience at Included Health ### Principal User Experience Designer @ Symphony.com Jan 2018 – Jan 2019 | Palo Alto, CA Symphony is an instant messaging service targeting financial firms with an emphasis on encryption, group messaging, rich content sharing and third-party plugins. I led the design of search, chatbot guidelines, and the early design system. • Managed design timeline and deliverable expectations across my projects • Drove design and vision for search features and improvements across Symphony • Designed, tested, and delivered concepts for contextual chat search • Adapted existing components to created interactivity paradigm for chatbots • Took responsibility for the design system and components across the product • Maintained internal acronym glossary before passing it on to the UX writing team ### Manager, User Experience @ Akamai Technologies Jan 2017 – Jan 2018 | Santa Clara, CA Nominum was a provider of DNS-based security solutions supporting many of the world’s leading carriers, acquired by Akamai in November 2017. I was retained through corporate downsizing effort based on my exemplary performance. • Owned UX design and delivery across four products for Internet Service Providers • Managed three designers across two locations • Drove UI uniformity and responsive redesign of major applications • Delivered custom reporting tool, including reports, dashboards, and permissions ### Sr. Manager, User Experience @ Nominum Jan 2016 – Jan 2017 | Redwood City, CA See experience at Akamai Technologies ### Sr. User Experience Designer @ Adobe Jan 2013 – Jan 2016 | San Francisco, CA • Reimagined reporting for widely used enterprise SaaS marketing solution • Designed an interaction framework for optimizing product recommendations • Contributed to alignment of permissions workflows across the Marketing Cloud • Drove features to completion with product management and engineering ### User Experience Designer @ BillFloat (now Better Finance) Jan 2012 – Jan 2013 • Designed mobile version of existing delayed billing product • Researched and designed customer data aggregation tool • Analyzed usability of new e-commerce product ### Interaction Designer (Contract) @ Punchcut Jan 2012 – Jan 2012 | San Francisco, CA • Sketched concepts and workflows for a mobile application • Produced and annotated mobile wireframes for client review and documentation ### Sr. Experience Architect (Contract) @ Organic Jan 2011 – Jan 2012 | San Francisco, CA • Created web and mobile templates for an intranet serving over one million users • Established a detailed information architecture and content migration strategy • Explored and redesigned social features to promote community ### Interaction Designer @ Fluid Jan 2011 – Jan 2011 | San Francisco, CA • Designed high quality e-commerce and social experiences for web, tablet, and mobile • Combined industry best practices with client requirements to form successful designs • Built interactive prototypes for both proof of concept and use in usability testing • Presented strategic recommendations and wireframes to clients ### User Experience Consultant @ BlackLocus Jan 2010 – Jan 2010 | Pittsburgh, PA • Interviewed small businesses to discover pricing, marketing, and inventory needs • Conducted heuristic analyses to quickly identify usability issues prior to launch • Developed personas and scenarios to share research results with the client • Restructured the client's information architecture to better support its users ### User Research Lead @ Microsoft Studio Capstone Jan 2010 – Jan 2010 | Pittsburgh, PA • Coordinated ethnographic user research of communication patterns in Millennials • Analyzed and synthesized interview data with affinity diagrams and activity models • Developed personas to shape the design and communicate with the client • Compiled and edited final report and white paper for client ### Ethnographic Researcher @ Interactive Cognition Laboratory, UCSD Jan 2009 – Jan 2009 | La Jolla, CA • Conducted a three-week ethnographic study of a small dance company • Analyzed video data for phenomena in the field of creative cognition • Provided preliminary research for an interactive installation ### Instructional Assistant @ UCSD Jan 2009 – Jan 2009 | La Jolla, CA • Guided 2 4-student teams in application User-Centered Design (UCD) techniques • Developed and delivered lectures to teach students UCD methodologies • Evaluated and graded application of UCD in 10-week-long student projects ### Behavioral Researcher @ UCSD Jan 2008 – Jan 2009 | La Jolla, CA • Videotaped mother-infant interactions for analysis of shared attention • Analyzed video for infant facial affect to later compare with cortisol sampling • Managed and processed participant questionnaires at 3, 12, 16, 18, and 24 months ## Education ### M.H.I. in Human-Computer Interaction Carnegie Mellon University Jan 2009 – Jan 2010 ### B.S. in Cognitive Science UC San Diego Jan 2004 – Jan 2009 ### St. Ignatius College Preparatory Jan 2000 – Jan 2004 ## Contact & Social - LinkedIn: https://linkedin.com/in/amykleinerman - Portfolio: http://www.amylewkleinerman.com/ --- Source: https://flows.cv/amykleinerman JSON Resume: https://flows.cv/amykleinerman/resume.json Last updated: 2026-03-25