auburn rutledge

(512) 820-3443 • auburn.rutledge@gmail.com • linkedin.com/in/auburnrutledge • auburnrutledge.com

LEADERSHIP • COACHING • PROGRAM MANAGEMENT • OPERATIONS

Creative leader, coach, operations & program manager with 12+ years leading teams, building scalable programs, and developing exceptional customer & partner experiences across multiple sectors. I bring a deeply human-centered approach to every team I build and every system I design.

After completing an MA in Creative Leadership (Minneapolis College of Art & Design), I am intentionally reimagining my career toward mission-driven, values-aligned roles that combine strategy, partnerships, leadership, and relationships and have a positive impact on communities. I am working toward an MS in Creativity & Change Leadership (Buffalo State University) as of summer 2026 to deepen my work in systems change, culture, and organizational transformation, and am also pursuing my International Coaching Federation accreditation to strengthen my capabilities in leading, strengthening relationships, and creative problem-solving.

I also serve as Board Secretary, Co-Chair of our Curatorial Advisor, and as a member of the Development Advisory for Future Front Texas, a 501(c)3 arts & culture organization, supporting community programs that empower creatives and makers from underrepresented groups.

I am especially energized by work that:

• Bridges strategy and human experience

• Supports learning, community, and social impact

• Builds inclusive, thoughtful systems that help people thrive

CORE COMPETENCIES

• Human-Centered People Leadership

• Coaching, Facilitation & Workshops

• Ecosystem & Network Development

• Relationship Management & Strategic Partnerships

• Program, Operations, and Process Design

• Hiring, Onboarding & Training

• Customer Experience Strategy & Lifecycle Management

• Data-Informed Decision Making, Analysis & Reporting

• Cross-Functional Alignment & Organizational Change Management

• Mission-Driven & Community-Centered Work

WORK EXPERIENCE

sun empress coaching

Coach(10/2025-present)

• Liberation-centered coaching practice supporting emerging leaders and people seeking career and professional development, people in identity and career transition, and those seeking creative support through narrative-based 1:1 and group coaching.

• Work centers on identity reclamation, self-trust, wellness and sustainability, particularly for marginalized people navigating visibility and reinvention.

• Pursuing International Coaching Federation ACC accreditation through Lumia Coaching.

• Practice informed by 12+ years of professional leadership experience across technology, operations, and community arts sectors, and an MA in Creative Leadership (MCAD).

Minneapolis College of Art & Design (MCAD) (remote)

Consultant (10/2025-present)

Provide consultation, facilitation, and coaching for the MA Creative Leadership program, supporting students and faculty in applying leadership and organizational change practices in real-world contexts.

• Coach adult learners navigating professional and academic transitions.

• Facilitate reflective and goal-setting practices aligned with leadership development.

• Support program leaders in improving student experience and learning outcomes.

• Apply human-centered and systems-thinking methods to educational environments.

Electronic Arts (EA) (Austin, TX)

Sr. Manager Emerging Partnerships & Lifecycle Operations (10/2024-10/2025)

Aligned strategy and operations with key stakeholder goals and strategic plans, driving enhanced collaboration and performance for 20+ launches per year.

• Served as primary operations and partnership lead to senior leadership across 20+ game launches per year, aligning CX strategy with partner goals and driving cross-functional roadmaps. 

• Built and maintained performance and strategic tracking systems (KPIs, SOPs, dashboards) to improve operational measurability, efficiency, and accountability. 

• Identified business needs and gaps through ongoing partner engagement, connecting insights to the appropriate teams for action.

Sr. Manager Customer Experience Strategy & LifecycleManagement (1/2022-10/2024)

Managed a global team of Customer Lifecycle Managers to implement CX strategies, creating best-in-class customer service across our portfolio of games, focused on high customer engagement and LTV.

• Built deep relationships with stakeholders and cross-functional leaders to implement more effective programs, boosting customer engagement 10-20% and reducing contacts 15-25% within 1 year.

• Developed operational frameworks to document and streamline our SOPs, shortening onboarding by 30% and reducing time-to-competency. 

• Created and managed yearly and quarterly OKRs.

Sr Manager Escalations/Worldwide Customer Experience(6/2020-1/2022)

Led  global group of Customer Experience managers and their teams (40+ Escalations Specialists) across consultative support, investigation, and the Executive & Customer Relations team, supporting 1K+ front-line staff.

• Developed a new Escalations strategy with improved operational frameworks, strategic partnerships, and VoC reporting, driving a 10% decrease in AHT within 1 year.

• Achieved 10% increase in resolution rate YoY through cross-functional workflow improvements.

• Drove insights from the Escalations teams into operational and voice-of-the-customer reporting, improving organizational processes, products, and services.

VRBO (Member of Expedia Group) (Austin, TX)

Sr Manager Partner (Customer) Success (12/2018-05/2020)

Established a high-performing team of Partner Success Managers and Associate Managers, driving growth of 1,000+ top-tier partners with ARRs from $5-250K.

• Crafted and executed comprehensive KPIs, cross-departmental initiatives, and strategic team goals to optimize our team and enhance customer satisfaction.

• Acted as a partner advocate through collaboration with cross-functional teams including operations, strategy, training, and product marketing.

• Influenced lifetime value through higher product adoption, partner satisfaction, account health, retention, and growth strategies.

Social Solutions (Now part of Bonterra) (Austin, TX)

Director Client Success (1/2018-12/2018)

Established a new Client Success Department within 6 months, creating the organizational structure, SOPs, processes, and hiring plan. Led cross-departmental operational planning and stakeholder management strategy in collaboration with sales, support, services, and product.

• Led a team of 5 Client Success Managers focused on client health, retention, and escalation management for over 1,000 clients with an ARR of $5K-250K+.

• Developed, supported, and reported on performance metrics, tracked client progress, and managed toward a 90%+ net retention rate.

• Streamlined client issue resolution, reducing timelines by 20% and driving 90% NRR within 1 year.

EARLY CAREER EXPERIENCE

Leadership, Client Success, and Operations Roles
Spiceworks • OneSpot • Adlucent 2010–2018

Progressively advanced through leadership roles spanning customer success, client operations, and strategic account management.

Key themes across these roles:

• Built and led high-performing teams across client success and operations

• Designed new departments, organizational structures, and operational frameworks

• Managed strategic partnerships and portfolios ranging from startups to enterprise accounts

• Developed KPIs, retention strategies, and lifecycle programs improving engagement and revenue outcomes

• Led cross-functional initiatives across product, marketing, sales, and support

• Served as a senior stakeholder liaison translating customer insight into organizational strategy
  

These roles built a strong foundation in organizational leadership, systems thinking, and partnership strategy that continues to shape my work today.

COMMUNITY & MISSION-DRIVEN WORK

Future Front Texas (Austin, TX)

• Executive Board Secretary (2026-): Officer and key governance and communications leader who maintains effective board operations, ensuring bylaws and requirements are followed, and acting in the President’s stead when needed. This role also champions the organization’s mission by shaping communications strategy and chairing the Curatorial Advisory Board.

• Development Advisory Board (2024-2026): Serve on a non-profit Development Advisory Board, contributing to strategy, communications, and organizational planning.

• Community Club Host (2025-): Design and facilitate workshops for the local community focused on developing leadership, storytelling, and creative problem-solving skills of current and aspiring leaders.

• Volunteer (2018-): Support programs that expand visibility, economic opportunity, and leadership pathways for underrepresented creatives, creators, and small business owners.

Electronic Arts (EA) (Austin, TX)

• Mentor Program (2021-2025). Mentored 12+ participants, fostering career development & skill growth.

• Global Board Member, Disability & Accessibility ERG (2021-2023). Drove event organization focused on DEI initiatives, participated in roundtables, and created content.

EDUCATION

• Buffalo State University. MS, Creativity & Change Management (starting Summer 2026)

• Lumia Coaching. Essentials + Signature Coach Training Program (Oct 2025-expected completion Aug 2026). Training aligned with International Coaching Federation (ICF) standards, emphasizing ethical practice, reflective listening, and human development.

• Minneapolis College of Art & Design. MA, Creative Leadership (2024-2025). Focus on human-centered leadership, design-informed problem solving, relational leadership, inclusive systems, and regenerative organizational practices.

• New York University, Tisch School of the Arts, Maurice Kanbar Institute of Film & Television. BFA, Film & Television (2005-2008)

TOOLS & SYSTEMS

• MS Office Suite

• Google Workspace

• Slack

• Miro

• Project Management tools (Asana, Wrike, Trello, Smartsheet, Jira, Notion),

• Tableau

• Salesforce

• Canva

• ChatGPT / Gemini / Claude