Responsible for the strategic planning and growth to deliver a world class, delightful customer experience leveraging AI and human multi-channel / multi-tiered support, as well as data and technical account services to Schools, Districts, and State organizations. (through March, 2024)- Reporting to COO, led team of 150+ Technical Support and Data Integration employees for pre-IPO EdTech SaaS company with $1B annual revenue- Restructured new Support team from internal disparate acquisitions, responsible for all support operations, training, quality, and customer support activity of 15 products spanning 8 product platforms.- Ran and maintained all support efforts for external and internal users, restructuring to a single contact center (RingCentral / NICE) - Utilized a strategy to improve efficiency through development and rollout of an AI/Chatbot resulting in decreased costs and increased time to value while continuing to provide a high satisfaction customer experience- Led efforts to create a Technical Account Management / Enhanced Support service to meet strategic and state-level account needs, achieving these milestones helped secure at least $10M in new contracts with K-12 customers and statewide assessment contractsThis role has required the following skillsets:- Constant urgency to evolve; adapting to organizational growth and business acquisitions - Develop, mentor and coach new and emerging leaders to achieve operational excellence, and career growth - Collaborate cross-functionally with leaders across the entire pre/post sale customer experience, developing procedures to scale with a constantly growing organization - Obsessive approach toward data analysis; understanding customer health, needs, and trends - Develop, foster, and maintain a culture of support to ensure high morale and employee engagement, to ensure the support experience for all is truly delightful

- Reporting to CFO, led team of 120+ technical support and implementation employees for EdTech SaaS company with $400M annual revenue- Responsible for all post-sale customer experience including customer support, technical support, and post-sale onboarding/implementation. - Manage, mentor and coach department managers and supervisors to obtain operational and service excellence. - Work with other departments to improve productivity and implement cost savings procedures across the organization. - Continuously monitor and analyze performance, productivity and customer and employee satisfaction to achieve optimal results.

- Reporting to Director CS, led team of 100 Customer Support and Technical Support employees - Responsible for all Key Performance Indicators to deliver a timely, high satisfaction customer experience - Hire, coach and develop Support staff. - Plan, organize, lead, and manage department activity - Meet department / company goals and objectives - Maintain and evaluate daily departmental/individual performance

- Responsible for all store operations / sales / shrink / other metrics- Create a fun and engaging place of work and customer destination- Maintain a trained and full management and store staff- Oversee operational functions of multiple seasonal locations