Chief Services Officer
CurrentProudly lead a team of 100+ full time professional learning and tutoring services staff, including 6direct reports, in the day-to-day work of delivering top-notch services across a wide-rangeof customers---Established core values and vision statement to drive strategy, hiring/onboarding, and day-to-day operational efficiencies---Grew the full-time team from 20 to 100+ from 2013 to 2022---Restructured the team in 2020 to better support scale and cultivate new leaders---Implemented a rigorous full-year training program for all new hires to ensure consistency and success across the team---Oversee all aspects of a $15M+ budget, including P&LPlan, analyze, and execute department operations---Create and execute department strategy connected to the overall company mission---Establish annual goals alongside executive stakeholders and monitor a dashboard of individual and department KPIs that drive operational decision-making---Review and revise processes, policies, and systems to create operational efficiencies---Manage and grow a services portfolio to proactively address market needsEnergize, coach, and build the capacity of a growing team of department leadersManage and grow services bookings, revenue, margin, and customer satisfaction---Grew services bookings by over 650% from 2015 to 2022 (CAGR of 33.8%)---Tripled services revenue delivery from 2015 to 2022 (CAGR of 23%)---Consistent service ratings of 9.4 out of 10 (even through significant team growth)Partner with sales to manage the services pipeline---Streamlined services pricing to simplify the quoting process---Support sales at various key stages of the sales process to increase close rateProvide presence and thought leadership at department and company sponsored eventsCollaborate with other executive leaders across all other departments within the company