Responsible for: - Operational support for Customer Engineering org- Business Management Systems & Processes- Transformational, Change-the-Business Programs & Activities

Responsible for North American Client Resolution Backline and Management teams, Advanced Depot Operations, New Product Serviceability, Technical Knowledge Management, Early Lifecycle Support, Federal Dispatching, and select end-to-end Product Line of Business Support.

- Drive $2.3B revenue annualized services portfolio across Americas segments through sales programs and operations support, with 8% year over year average growth- Expand and Manage team of 25+ program managers, business managers, L&D PMs, and analysts- Develop and Govern readiness process for all run the business and change the business activities- Communicate services value proposition to account teams and partner network through internal and field training sessions, documentation creation, team meetings, and recurring updates- Supply central liason function between sales, offer development, and delivery teams- Set targets & deliver quarterly growth strategies to sales GMs and delivery teams

- Lead development and launch of global OS migration services offerings, including market assessment, capability and pricing strategy, delivery and sales training, and merchandising readiness- Lead development of managed services offer for consumer customers and launch pilot

- Managed $80m annual revenue P&L- Increased revenue 101% and raised OpInc from -1% to +54%- Overseen day-to-day operational details and developed strategic plans to grow offer

- Managed 12 support teams of 220+ advanced technicians- Established and managed 2nd level, sales coach, outbound, and work from home programs and teams- Support of site launch and organization, management, and communications activities

- Established and Managed policy content creation team- Managed systems access team in Hyderabad, India- Developed and Ran site and business-level controls program- Achieved annual ISO certification & quarterly internal audit completion- Performed local audits of India and US sites- Lead JD Power’s certification effort for consumer phone support queues- Exceeded annual Six Sigma savings stretch goals in COGS & Opex- Mentored 30+ Six Sigma projects and drove tool usage