Claudia Molina Email and Phone Number
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I am a senior leader with experience across Consumer sectors and Technology with passion for serving customers and partners. I've driven transformations across enterprise organizations and start-ups, resulting in step change impact including ~$1B+ in growth, and operational efficiencies. I connect and bridge different areas of a business to combine technology, processes and people innovation. I am known for my strategic approach, and building strong partnerships with internal and external clients and partners at C-level to find win win solutions. My approach is to keep the customer and partner at the center. I can build and mobilize teams to work together effectively across functions to achieve best results.High Level Impact:Drove prioritization efforts leading to $100s of millions in savings in Global Operations at Social Media giant - Meta.Unlocked $100s of millions of revenue by preempting mistakes in the Meta platforms for advertisers.Drove ~$150MM in gross margin and cost improvements for large luxury department store retailer in US/Canada - HBC, Saks Fifth Avenue.Improved customer satisfaction by +25% for second largest Consumer Lender in the US - JP Morgan Chase.Improved customer satisfaction with American Express Travel by 20% and increased hotel sales by 15%.Core Competencies:Strategy Development & ExecutionOperationsProduct ManagementTechnology Implementation, AI/MLCustomer ExperienceEmployee ExperienceBusiness Development/ Go to MarketBuilding and Scaling Effective TeamsIndustry Expertise:Technology & AI RetailE-commerceConsumer Products & Services: -Apparel, Luxury, Travel -Payments / Credit Card / BankingB2B:-Software-Credit Card Processing
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Vp, Global Operations And Client ServicesPathr.AiNew York, Ny, Us
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Vp, Head Of Client ServicesPathr.Ai Jan 2024 - PresentMountain View, Ca, Us -
Board Of DirectorsIntradeco Dec 2019 - PresentMiami, Fl, UsIntradeco manufactures and supplies apparel to major U.S. retailers with revenues of around $1B. -
Board Member - AdvisoryLot Line Aug 2021 - PresentFintech startup servicing US home builders. -
Director, Global Operations - Ai / Ml, Data Labeling Tools & Platforms - Community And AdvertisersMeta Jan 2023 - Aug 2023Menlo Park, Ca, UsSample Results:Saved $100s of millions in revenue by unblocking advertiser mistakes on the platforms.Launched new infrastructure and tooling platforms for ~30K global agents and operations employees that improved employee wellness, and increased accuracy by +20% .Key Partner from Operations with Product and Engineering to develop and publish a 3 year roadmap leveraging AI/ML platforms as well as human data labeling to train the AI algorithms, enforce actions on the Facebook and Instagram platforms, and measure the quality of our results.Summary:Led 55 person team, 4 direct reports and includes 2 levels of management. Our team now has expanded responsibility to serve businesses that advertise on our platforms as well as they may open an ecommerce shop, use our payments platforms, use business messaging, and leverage other products. We provide tools and technology operations and implementation support for thousands of employees and agents across vendor and owned sites that work in service of our community and advertisers. -
Director, Global Operations - Ai / Ml, Data Labeling Tools & Platforms -Community Trust And SafetyMeta Jan 2022 - Jan 2023Menlo Park, Ca, UsSample Results:Drove business planning across Community Operations (Billions in Opex) resulting in clear priorities (OKRs) and outcomes: Met regulatory requirements and reduced operating expenses by 9% ($100s of millions).Reprioritized team capacity and expanded team to provide support to product priorities: Metaverse, Instagram Reels, Meta Verified, Threads, Regulatory Program - resulting in on time product launches.Summary:Led 45 person team, 3 direct reports and includes 2 levels of management. My team focused on scaling and implementing the infrastructure and systems including Machine Learning/AI algorithms that keep the 3 billion+ user community safe, minimize harm, while also protecting their voice. The tools we implement are used by our internal employees and vendors, as well as some products are used by the end customer. The work we do involves driving efficiency, setting strategy to ensure product launches are successful, and driving cross functional teams to ensure gathering of needs, and prioritization of product roadmaps. We also focus on operational readiness and change management to drive scale across all markets. We work together across many teams to reduce waste and cost in our system.
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Digital Transformation ConsultantClaudia Molina Consulting Apr 2020 - Dec 2021Consult large enterprises and start ups to improve Customer Experience, Strategy & Operations, and Digital Transformation.
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Senior Vice President - Strategic InitiativesHudson'S Bay Company Dec 2018 - Jul 2020New York, New York, UsSample Result:Identified and drove ~$150MM in annual EBITDA improvement through coordination of data, tooling, and process innovation across Saks Fifth Avenue, Saks Off Fifth, Hudson’s Bay, and Lord & Taylor divisions. Summary:Led a SWAT PMO team of 8 team members across US/Canada. Worked for the CIO and CFO(initial 6 months) and partnered with Presidents (US and Canada) to identify and drive millions of dollars in margin improvement and cost savings in 2019 and 2020 across HBC’s brands. Implemented technology tools and process improvement initiatives across Supply Chain, Ecommerce, Finance, Store Operations, and Merchandising in partnership with the business leadership. Drove governance and disciplined approach to monitor and support initiative success and shared progress with C-Suite and board of directors regularly. -
Executive Director - Customer Experience And Product Management - Consumer LendingJpmorgan Chase & Co. Jul 2015 - Dec 2018New York, Ny, UsSample Results:Across a 19K employee division with $6B in revenue, achieved a 25% increase in customer satisfaction and 25% complaint reductions.Increased speed of mortgage application process by ~5 days in processing and closing.Reduced payments servicing complaints by 20% through providing more flexible options.Key partner with Product and Engineering to launch pilot for first digital online application platform. Summary:In the Consumer Lending division, led ~100 team members, 2 levels of management. Utilized customer analytics to prioritize efforts including data from NPS, complaints, J.D. Power and focus groups. Mapped customer pain points to the mortgage application and servicing processes. Mobilized execution of 70+ major initiatives to remove pain points throughout the customer journey. Established governance and discussed progress with C-Suite monthly. Led the Mortgage Project Management Office to define and implement a roadmap for large technology platforms and products. Managed over $60MM in technology investment. Overhauled loan origination system to meet regulatory requirements. -
Vice President, Customer Experience And Agent Solutions - Consumer TravelAmerican Express May 2011 - Nov 2014New York, Ny, UsSample Results:Delivered strategies and implemented tools and programs that increased global consumer travel hotel sales by 15% and customer satisfaction by 20%. Reduced time to onboard new hires by 2 weeks through transforming the onboarding process. Received company award for Innovation for our implementation of a peer to peer social learning platform for the travel agents.Summary: Led team of ~100 with 3 levels of management. Led implementation of training, process and tool initiatives for ~5000 travel agents across multiple call centers globally and working remotely. Led PMO and governance for cross functional effort called “Extraordinary Care” which included Data Analytics, Marketing, and Operations teams across the entire travel division. Through data analysis we identified top customer pain points with their experience that we solved for through automation, training, and product and process changes. Evolved the Technology PMO team to Agile and Product Management mentality. Managed the agent tools roadmap ~$12MM in technology investment. Worked with Engineering to launch a new hotel booking tool to improve sales. -
Vice President, Global Sales Effectiveness - Merchant PaymentsAmerican Express Sep 2007 - May 2011New York, Ny, UsResults:Drove training, coaching and tool implementation programs for 2000+ global salespeople resulting in +15% in leadership effectiveness and +$400MM in sales above target. Drove 100% adoption of Salesforce.com. Summary: Led a team of 10 team members globally, with 2 levels of management. Partnered with global market leaders and co-owned sales performance targets including acquisition of new merchants and renewal of existing merchant contracts to accept American Express in their establishments. Introduced consultative selling curriculum, and award-winning new hire programs to 2000 sales representatives in 22 countries. Partnered with HR to define new job descriptions for leaders and individual contributors. Enabled 100% adoption of a new customer relationship management system installation, Salesforce.com, and an internal knowledge management system by implementing a global change management and training program.
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Director, Sales Effectiveness - Merchant PaymentsAmerican Express Sep 2004 - Sep 2007New York, Ny, UsResult:Increased leadership effectiveness by 15% through emphasis on coaching front line staff and providing additional training curriculum to sales managers.SummaryLead team of 5 employees. Partnered with US and Canada leadership to achieve quota and sales performance targets. Overhauled the new hire training program to include e-learning and face to face components, reducing time to readiness. Ran campus recruiting and summer intern programs. Developed leadership programs including an annual survey to drive emphasis on coaching front line sales team members.
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Director Of EcommerceLauramadrigano.Com - Start Up Mar 2002 - Jul 2004Built and designed Laura Madrigano's website for the sale of apparel and accessories from non-existent to fully up and running website. Grew sales through marketing and email campaigns to~$30K within first year
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Head Of Business DevelopmentMy Virtual Model (Ezsize.Com, Acquired By My Virtual Model) Jan 2000 - Mar 2002Montreal, Qc, CaRetail and apparel tech start up pioneering scanning technology use and a proprietary algorithm to improve customer experience online when buying apparel. * Negotiated agreements to implement EZsize with over 30 ecommerce apparel retailers achieving $2mm quota annual revenue run rate* Participated in investor meetings and raised funds -
Regional Manager Of Business Development For LatamThe Donna Karan Company, Llc. Dec 1998 - Nov 2000UsIncreased boutique revenue by 50%. Negotiated boutique and distribution rights in LATAM, Eastern Europe, and South Africa. -
Management AssociateBooz Allen Hamilton Sep 1995 - Dec 1997Mclean, Va, UsDelivered client engagements in technology services globally.
Claudia Molina Skills
Claudia Molina Education Details
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Harvard Business SchoolGeneral Studies -
University Of PennsylvaniaSystems Engineering
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The Wharton SchoolEconomics With Concentration In Marketing
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Jerome Fisher M&T Program
Frequently Asked Questions about Claudia Molina
What company does Claudia Molina work for?
Claudia Molina works for Pathr.ai
What is Claudia Molina's role at the current company?
Claudia Molina's current role is VP, Global Operations and Client Services.
What is Claudia Molina's email address?
Claudia Molina's email address is cm****@****ook.com
What is Claudia Molina's direct phone number?
Claudia Molina's direct phone number is (800) 528*****
What schools did Claudia Molina attend?
Claudia Molina attended Harvard Business School, University Of Pennsylvania, The Wharton School, Jerome Fisher M&t Program.
What are some of Claudia Molina's interests?
Claudia Molina has interest in Education, Arts And Culture.
What skills is Claudia Molina known for?
Claudia Molina has skills like Strategy, Business Development, Leadership, Strategic Partnerships, Strategic Planning, Management, Product Management, Business Strategy, Training, Financial Services, Cross Functional Team Leadership, Marketing.
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