Led national strategy, vision, and roadmap across all consumer products for inbound sales, outbound telesales, and digital assisted and unassisted chat sales. Identified opportunities for channel innovation and transformation through digital enablement and lead generation. Partnered with business and channel development teams to vet call center growth, business partner, and expansion opportunities. Assessed and evaluated new business partner opportunities, business, and staffing models in support of business continuity plans, risk mitigation, and best practices.

Led product management operations for all connectivity services. Oversaw various team functions, including process, policy and compliance, operations and strategy, tech strategy and enablement, operational readiness, and operational execution. Continued to oversee and expand Xfinity Mobile Care operations, and prepare for integration into broader cable customer care and operations organizations. Built out teams supporting systems operations, quality assurance, digital support experiences, and frontline tools requirements, which included digital-led experiences and defining self-service priorities in IVR, online, and in app to improve CX while reducing operational expense and customer friction.

Developed and implemented operational support organization and structure from ground up in support of Xfinity Mobile product launch and growth, including customer sales, billing and technical support, fraud operations, and real-time support for retail stores. Built out teams supporting systems operations, quality assurance, digital support experiences, and frontline tools requirements.

Served as leader of national care operations centers and programs with over 10,000 agents supporting various elements of sales and service and operational budget of over $300M, which included seven internal locations and numerous business partner locations on, near, and offshore. Maintained responsibility for shared services support of national agent programs to include real-time adherence, local workforce management, project management, and quality assurance. Oversaw programs, which included multicultural sales and support, accessibility, Tier 2 and 3 repair for all lines of business, specialty sales and care programs, as well as sales and care support for new products. Supported end-to-end sales and care experience for Xfinity Home.

Led Tier 1 and Tier 2 incubation execution related to architecture changes and new product deployment. Oversaw new product incubation and Tier 2 complex repair and activation support for voice, video, data, wholesale voice, and home security services. Partnered with business units, deployment, and engineering teams to identify customer-impacting issues for resolution prior to broad deployment, in support of first call resolution and prevention of customer issues. Reviewed, validated, and enhanced repair operational processes and support models for new product and architecture deployments. Identified root cause of customer reported and outage-related issues for prevention of customer calls and trouble occurrence.

Partnered with XOCs, regions, national engineering, and corporate entities to drive proactive identification of customer-impacting issues and implementation of operational excellence, improving customer experience and reducing costs. Developed increased technical knowledge and effectiveness of Tier 2 technical staff and management to support cultural and technical transition to advanced technical support organization. Implemented and supported SIP and least cost routing troubleshooting and management practices to ensure best possible call quality for voice customers, domestically and internationally.

Successfully launched 41 digital phone markets in less than two years, consistently exceeding customer growth and market penetration projections. Developed, implemented, and managed new service offerings and enhancements. Managed all aspects of service provisioning, as well as growth activities in launched markets, including trunk capacity augments, network additions, and equipment upgrades. Developed and implemented policies for all aspects of telephone service operations, including sales, trouble management, provisioning, risk management, retention, and customer satisfaction.

Directed all aspects of telecommunications and transport services for Bresnan video, voice, and data services. Negotiated, planned, and implemented all leased and company-owned transport facilities for advanced services, including high-speed data, analog and digital video, high-definition video, and digital telephony. Directed implementation of long-haul fiber build projects for transport of all services between head-end locations. Assisted regional general managers in product development, pricing strategy, and sales of transport products and services.

Led development of Montana Advanced Information Network (acquired by VisionNet) P&Ls, operational/expense budgets, capital budgets, and strategic planning across all areas of the business, including property management, new services, market status, market and product diversification, operations, engineering, sales, and public relations. Directed all system operations to ensure compliance with established policies and applicable federal, state, and local regulations. Served as corporate representative on associated industry boards and represented company before regulatory agencies, legislative bodies, and industry organizations. Maximized shareholder value through increased sales, improved customer satisfaction, and increased operational efficiency, taking company from net loss, cash burn position to achieving positive net income and quadrupling active services in less than two years.

Directed network operations, technical support, and information services organizations in the planning, provisioning, and maintenance of network services and information systems and technology for all existing and emerging products and services. Participated in development of business plans and strategic planning. Directed all phases of business plan implementation, and partnered with engineering to determine operability and interoperability of all network design and capacity.

Created and implemented customer care department at MEANS Telecom/MRNet (acquired by Onvoy). Collaborated cross-functionally on implementation and planning of new and existing services. Developed and implemented cross-departmental processes and procedures for improved customer care and service levels. Coordinated customer communication of outages, maintenance, and other service affecting events. Served as interim manager of systems engineering team in addition to care leadership responsibilities.

Directed the strategy, development, deployment, sales, marketing, training, and ongoing operations for new services, including cellular, long distance, and circuit technologies. Worked with interexchange carriers to coordinate equal access and other network services in incumbent and competitive local exchange carrier service areas. Developed and justified budgets, cost estimates, and personnel and equipment recommendations. Developed pricing and promotions for new products and services. Increased scope to lead numerous areas in the landline telephone business, including outside plant and central office engineering, plant records, 24x7 network monitoring and technical support, planning and implementation of enhanced 911 services, and control and preparation of regulatory, industry, and FCC compliance reporting.