I've built the Integrations team from the ground up, which became a culturally diverse team of 7 software developers from 5 different nationalities. We have contributed AppAPI (a framework to develop Nextcloud apps in any programming language), Assistant (integrating open-source AI for Nextcloud), as well as 30+ integrations with external software vendors.

• Led the development of 4 high-impact & high-risk product initiatives from ideation to commercialisation and customer support, ensuring timely and successful implementation and clear alignment between all stakeholders.
• Coached developers into their roles, fostered a collaborative environment that bridges the diverse profiles, resulting in a high performing team.
• Received the highest possible rating from the team members during the annual review.
• Developed and implemented Objectives and Key Results (OKR's) to drive team success.
• Oversaw the maintenance of 60+ applications, of which several large repositories were in a bad state and were updated by the team.

Nextcloud has a vast community of 60 000+ GitHub contributors who contribute annually 2 500+ issues to the repositories maintained by the company. The problem I was tasked to solve is that employees of Nextcloud struggled with providing good service to community due to the lack of structure and competing priorities, for example resulting in large gaps in documentation or lacking reviews on code contributions.

• Implemented Service Level Agreements (SLAs) on community contributions on GitHub, ensuring correct prioritisation of community tasks within all engineering teams. 
• Implemented a feedback loop between contributor and maintainer through feedback forms to establish accountability to maintainers and team leads.
• Led the development of comprehensive, automated API documentation.
• Authored 10 tutorials for developers to get started with Nextcloud app development.
• Conducted two large-scale community surveys, gathering hundreds of responses and provide actionable insights to Nextcloud management team about the community's needs and opinions. With many of those community request being put on the roadmap and solved.

In open-source, the relationship with other software vendors can be a fine line to walk: they could be competitors but also partners.  As Nextcloud was developing into a software platform, we recognised that users often use different softwares in parallel, creating the need to integrate those services more closely. 

• Coordinated the integrations development effort between Nextcloud's solution and the partner solution, from ideation to publishing, for a portfolio of 50+ integrations, expanded feature capabilities for both organisations.
• Provided advice to development teams of partner organisations how to develop for Nextcloud.
• Coordinated marketing with the partners. 
• Enabled organisations who publish apps on the Nextcloud app store to monitise their work.
• Enabled 8 software vendors to provide customer support through the Nextcloud support portal, sharing revenue and business opportunities.

I started my career at Nextcloud as Support Lead. Providing customer support is the major component of Nextcloud's business model. The problem I was tasked to solve was that the support was not managed, resulting in many customer escalations. My root cause analysis in the first weeks showed that 80% of the work was done by only 4 employees (out of a team of 30). In addition, the contracts with customers were not clear, there were no processes on how to handle the support cases or distribute the work, and generally the support work was perceived as very difficult and stressful. 

• Designed and implemented processes that resulted in a 98% success rate in meeting ticket Service Level Agreements (SLAs).
• Developed and implemented a scalable support framework through knowledge distribution in the areas where we have most demand (training, documentation, coaching) and an effective onboarding process of new hires. The result is that the support team runs nearly self-organised. 
• Doubled the team growth from 30 engineers to 60+ engineers, who resolve 5 000+ annual support requests.
• Designed and implemented global around-the-clock support in three time zones.
• Proactively addressed and successfully resolved high-stakes customer escalations, to protect key customers relationships.
• Certified for ITIL 4 Foundation Certificate in IT Service Management.
• Integrated 8 external software vendors into the Nextcloud's support portal, aligning SLAs and processes to deliver a unified, customer-centric experience.