Leading the IT organization and executive leadership team in the transformation of our Enterprise Architecture including all BSS/OSS systems, CRM/CPQ/CLM, Ecommerce, data migrations, and cloud strategy.

Leading telecommunications operations teams responsible for “order to billing” service delivery, field services, managed IT service operations, customer service, service assurance, technical support, and IT ops & application development (230+ Team Members, $250MM Revenue). Reporting to the COO with direct working relationship to C level leaders and board members.

Leading a Team Providing Operations Services for the Global Technology, Tech Ops organization (1,500+ Team Members (FTE + CWF), >$100MM Budget). Providing Strategy Development & Planning, Workforce Operations Organizational Planning & Hiring, Budget/Expense Management, Vendor Planning and support for the Department Chief of Staff.

Scope - Managed a global team (NA, APLA, EMEA, GC) implementing HR shared services (regional HR service centers) strategy to create a people first culture, accelerate operations excellence, deliver process efficiency, and build a culture of continuous improvement. Delivered team leadership & development, strategic initiatives & projects, process automation technology implementation using Agile, customer experience management, solving problems & developing best practices (Lean), process standardization improvement, data governance, vendor management and data driven operations management (KPIs, strategic insights, dashboards, scorecards, forecasting).

Scope: Directed consumer & small business sales/service, order management, and technical support operations (Voice, Internet/Ethernet, Mobile). > $10MM budget, led a team of 120 associates (represented by IBEW).Led a people first culture providing team leadership development & training, continuous process improvement program (Lean), vendor partnership management, managed technology process automation (AI) initiatives and projects using Agile, delivered customer experience management & satisfaction improvement using NPS, improved operations efficiency & effectiveness using metrics/dashboards, data driven insights, and key performance indicators.

Scope: Responsible for team leadership & development, leading operations, contact center operations, rebate processing, outsource contact center vendor management, and client engagement for Energy Trust of Oregon existing homes energy efficiency program. > $1M budget, 25 staff.

● Policy Analyst, Strategic Planning / Bonneville Power Administration (BPA) / 2009 – 2012● Manager of Strategic Planning – Direct Channel / Bowflex, Inc. / 2008 – 2009● Managing Partner, Consulting Services / ROI Direct LLC / 2006 – 2008

Promoted to lead direct-to-consumer sales and service operations for the Nautilus/Bowflex contact center, Internet and Catalog channels. Installed the processes, training, scorecards/analytics, technology and incentive plans to drive $300M in annual sales. Led a team of 250 employees and built a culture of development and high-performance. Implemented and led change management for a variety of performance-enhancing system implementations, including an enterprise CRM, order management system, ERP and data warehouses. Forecasted sales conversions and product/sku demand.- Led the direct sales team to implement new products including the Bowflex Select Tech dumbell system and the Bowflex Revolution home gym series.- Partner to the CMO in the planning of media spending across all channels to ensure in-house and outsource contact center resources are in place to ensure lead and sales conversion as planned. Managed our media and outsource contact center vendor partnerships.- Represented the direct sales channel in the annual strategic planning cycle and development of the annual operating plan; including media response volume plans, sku sales forecasts, revenue forecast ($300MM), and expense planning for the contact center ($20MM)

Responsible for all contact center sales and service operations including scheduling/workforce planning, business scorecard sales & SLA performance tracking, sales commission program, quality management program, benchmarking program, vendor management, all administrative functions and business owner for all automation and process improvement projects.- Member of the marketing leadership team, technology production change board, and the risk mitigation committee. Steering team member for organizational change and technology projects.- Successfully partnered with in-house IT team to design a proprietary sales commission software system integrated with order management system for automated near real time commission reporting for our sales team members and leadership.- Led the implementation of our first nutrition product sales line.- Partnered with our in-house IT team to design and implement an automated finance application system that allowed real time credit application processing. The successful implementation of this toolset launched our sales into a massive growth phase.