Led Services and Client Marketing of a large, PE-backed Professional Employer Organization (PEO). Purview included defining the service model and organization, inclusive of payroll, benefits, implementation, support, service enablement, and outsourced partners.

Global fulfillment leader of badged employees and dedicated partners, serving thousands of small business customers as part of GoDaddy’s Do It For You (DIFY) Services offerings. Responsible for customer success outcomes (value delivered, customer satisfaction, retention) while building a lean, efficient, scalable operation. Between Website Design Services, Marketing Services, and SEO Services, GoDaddy is a global leader in helping the ~50% of small businesses who prefer a DIFY option to get online and attract customers.

Led the Website Design Services Team.• Led operations department responsible for fulfilling small business services. Services included both one-time WordPress and W+M website builds and ongoing website maintenance subscriptions.• Oversaw cross-functional teams including customer-facing Guides, vendor management, QA, website builders, and production.• Was responsible for business and customer outcomes on quality, speed, margin, and customer satisfaction.• Helped direct a number of customer journey/workflow improvements and strategic launches.

Lead customer retention and development marketing team for the Small Business division. • Am responsible for identifying and creating impactful marketing programs in order to hit customer churn metrics and user revenue goals across product lines, which include ecommerce, web hosting, domains and business email. • Achieved historically low churn rates over the past several years. • Led go-to-market for the Yahoo! Marketing Dashboard product, which launched in 2012. • Have represented Yahoo! Small Business as a speaker/panelist at industry events. • Managed marketing programs across multiple channels, including email, in-product, phone, and social media in order to deliver on customer churn metrics. • Collaborated extensively with the Customer Support team to increase sales program revenue by 25% year over year. Additionally, worked with the team to enable customer support via social media.. • Drove the business case and requirements for key infrastructure improvements, leading to reductions in customer churn. • Launched social media presence and drove social strategy for Yahoo! Small Business.

Customer acquisition for QuickBooks financial software.