{"$schema":"https://raw.githubusercontent.com/jsonresume/resume-schema/v1.0.0/schema.json","basics":{"name":"Ed FitzGerald","label":"Principal Operations Manager, Programs & Enablement","summary":"Operations and programs leader who builds scalable systems and enablement motions for global marketing teams. Currently directing cross-functional initiatives and org-wide enablement at Zendesk.","location":{"city":"Ireland"},"profiles":[{"network":"LinkedIn","username":"ed-fitzgerald-90b94572","url":"https://linkedin.com/in/ed-fitzgerald-90b94572"}]},"meta":{"canonical":"https://saywise.com/member4685","version":"v1.0.0","lastModified":"2026-10-06T19:25:57.922Z"},"x_saywise":{"handle":"member4685","pronouns":null,"availability":null,"oneLiner":"Operations and programs leader who builds scalable systems and enablement motions for global marketing teams. Currently directing cross-functional initiatives and org-wide enablement at Zendesk.","profileUrl":"https://saywise.com/member4685","markdownUrl":"https://saywise.com/member4685/profile.md","pdfUrl":"https://saywise.com/member4685/resume.pdf","archetype":{"code":"HB-DX","name":"All-Terrain Summiteer","url":"https://saywise.com/sca/bd5c012b1f97","rarity":"One of the first All-Terrain Summiteers on Saywise"}},"work":[{"name":"Zendesk","position":"Senior Manager, Outbound Research & Operations, EMEA","location":"Dublin, County Dublin, Ireland","url":"https://zdsk.co","startDate":"2023-03-01","endDate":"2024-09-01","summary":"Built and scaled EMEA SMB Outbound Research Ops from 5 to 18 people, structuring pods by language (EN/FR/DE/ES/IT) for full regional coverage. Moved operations from ad hoc to SLA-driven with intake workflows, SOPs, QA checklists, and Salesforce dashboards. Delivered hundreds of ICP-aligned accounts and buyer contacts monthly. Partnered with VP SMB Sales and VP Marketing EMEA on territory, ABM, and pipeline priorities, with EMEA practices becoming the global standard. Promoted 5 team members and embedded GDPR compliance across operations."},{"name":"Outbound","position":"Business Development Manager","location":"Greater Dublin","url":"https://outbound.io","startDate":"2019-02-01","endDate":"2020-12-01","summary":"Owned SMB new-logo acquisition in Ireland, reporting to the Founder/CEO and leading a 6-person intern/contractor bench. Built GTM from scratch with 4–5 step multichannel cadences (LinkedIn, email, phone). Generated ~400 accounts/month and ~10 qualified meetings/week. Drove 30 pilots and 20 paid trials, authoring scripts, ICP guides, objection handling documentation, and demo scripts. Closed the loop with Product on buyer feedback, surfacing usability gaps that guided a pre-scale pivot."},{"name":"Flender Peer-to-Peer Finance","position":"New Business Development","location":"Greater Dublin","url":"https://flender.ie","startDate":"2018-09-01","endDate":"2019-01-01","summary":"Contract mandate to launch UK&I SMB segment and validate GTM for marketplace lending offering. Built outbound motion from zero, defining ICP and developing LinkedIn/email sequences with value messaging tailored to SME owners and finance leaders. Secured lighthouse opportunities including late-stage negotiations and LOIs to validate demand and accelerate credibility in target verticals."},{"name":"Spillane's Bar & Restaurant","position":"Bar Management/Kitchen","location":"Castlegregory, Co. Kerry, Ireland","startDate":"2016-09-01","endDate":"2017-11-01","summary":"Oversaw management of the bar at a busy seasonal family-run restaurant. Developed communication skills working extensively with customers, suppliers, and staff in a high-pressure environment. Assisted with personnel and stock management, and was instrumental in implementing new systems and structures across the restaurant."},{"name":"Triaxial Consulting Pty Ltd","position":"Administration Assistant","location":"Sydney, Australia","startDate":"2015-07-01","endDate":"2016-07-01","summary":"Provided administrative support for an engineering company, handling invoicing, expense allocation, and client communications. Worked closely with the head of administration on accounts receivable, accounts payable, and setup of new fee proposals and projects."},{"name":"Davy","position":"Trade Processing Administrator - Private Clients Custody & Settlements","location":"Dublin, Ireland","url":"https://davy.ie","startDate":"2014-04-01","endDate":"2015-02-01","summary":"Assisted in completion and delivery of client tax packs, assessing dividends, tax rates, and various schedules. Required high attention to detail and thorough knowledge of tax documentation processes."},{"name":"Ernst & Young","position":"Audit Assistant","location":"Dublin","startDate":"2010-04-01","endDate":"2010-09-01","summary":"Assisted in the auditing of accounts along with various ad hoc duties. Worked with senior staff on a regular basis on the audits of large companies. Gained a great insight into the detail required to carry out audits."}],"education":[{"institution":"Michael Smurfit Graduate Business School UCD","studyType":"Master of Science (MSc) in Strategic Management & Planning","startDate":"2011-09-01","endDate":"2011-06-01"},{"institution":"University College Cork","studyType":"Bachelor of Commerce (BCom) in Economics Major","startDate":"2007-09-01","endDate":"2007-06-01"}],"skills":[{"name":"Business Strategy"},{"name":"Customer Service"},{"name":"Data Analysis"},{"name":"Microsoft Office"},{"name":"Analytical Skills"},{"name":"Teamwork"},{"name":"Market Research"},{"name":"Corporate Finance"},{"name":"Accounting"},{"name":"Strategy"},{"name":"Management"},{"name":"PowerPoint"},{"name":"Microsoft Excel"},{"name":"Team Leadership"},{"name":"Time Management"},{"name":"Financial Analysis"},{"name":"Operations Management"},{"name":"Program Management"},{"name":"Enablement"},{"name":"Marketing Operations"},{"name":"Outbound Research"},{"name":"Sales Enablement"},{"name":"Salesforce"},{"name":"LinkedIn Sales Navigator"},{"name":"ZoomInfo"},{"name":"6sense"},{"name":"Organizational Development"},{"name":"Process Improvement"},{"name":"GDPR Compliance"},{"name":"Data Integrity"},{"name":"Account Prioritization"},{"name":"ICP Development"},{"name":"GTM Strategy"},{"name":"Stakeholder Management"},{"name":"Hiring & Development"}]}