Oversee operations of this online education company with 225 employee and 135 independent salespeople where improvements were made to organization structure and process. Implemented budgeting, monthly financial and operational reporting, personnel reviews, and new project approval process in addition to an operations review process that focused the organization on KPIs and drivers. Also oversaw the development of new strategic partnerships with outside entities.

Held global responsibility for applications sales, R&D, systems implementation, and customer support. Improved organization effectiveness and efficiency, reduced the software development cycle time by more than 50% while increasing the quality of code delivered to the customer by introducing a more agile development processes. Also improved customer service and reduced escalations by improving management team, re-aligning responsibilities, and significantly reducing open support case backlog. Increased accountability and visibility by introducing operational metrics through dashboard performance metrics and monthly operations review.

Oversaw 700 person global managed services organization focusing on quick serve retail and corporate desktop support across 6 facilities in the U.S. and Europe. Improved customer support and operational metrics, drove accountability down to the agent level by developing an operations reporting package, increased services margins by adding new technology solutions and performance metrics to manage key metrics, and grew the business by increasing revenue from the current customer base and securing significant new business in the United Kingdom.

Identified potential acquisitions candidates by working with cross-functional team to review internal technology gaps/needs, market direction, and customer needs. Led negotiations and due diligence process with target company teams, managed acquisition integration plans as presented to Board, licensed technology and acquired patents to build our portfolio and aid in the defense of market position, and worked alongside the CEO and CFO when approached by companies interested in acquiring all or part of the company.