Karen Morales Email and Phone Number
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A collaborative and strategic leader who identifies and implements key business improvement opportunities and supports tactical action plans to ensure excellent customer service. A passionate, positive, innovative, and dedicated thought leader who values people and relationships.Executive leader with a track record of launching new products and services working at the enterprise level of the organization to ensure the customer journey is clearly mapped and value proposition is understood. Types of programs led include services, hardware infrastructure, software, customer, global operational transformation. Methodology including the application of Agile, Lean, Six Sigma, PMBOK and Waterfall concepts.Experience with 24x7 global operations policies and practices in critical operations, maintenance, control systems. I believe operations is the heart of the organization.My business acumen, being able to come into a role; connect with team members and quickly learn a functional area, product, service, technology, driving impact & value. 15+ years of global people management and project management leadership experience.How people describe me: authentic, inspirational, energetic, motivational, connector, visionary, flexible, leader, empowering & professional Expertise: Leadership, Analytical, Quantitative Reasoning, Problem Solving, Creativity, Strategic, Mentor, Coach, Customer Relations, Program Management, Performance Management, Process Improvement & Development, Change Leadership, Customer Experience & Success, Employee Development, Technical Implementation, Strategic Analysis & Planning, Operations Transformation, Functional Unit Start-up, Issue Mitigation, Restoration & Resolution, Service Delivery and Assurance, Client and Vendor Relationship Mgmt, Requirements Gathering, Risk Assessment & Mitigation, Global Operations, Product Management, Continuous Improvement, Business Analysis, Training, Logistics/Supply Chain, Data Centers
Encompass Digital Media, Inc.
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Vice President Client Services/ Account ManagementEncompass Digital Media, Inc. Apr 2023 - PresentAtlanta, Ga, Us
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Head Of Product ExperienceSes Satellites Oct 2021 - Mar 2023Betzdorf, Luxembourg, LuCross functional leader, accelerating digital transformation to differentiate service experience for our customers -
Manager, Product Systems And AnalyticsSes Satellites Jul 2021 - Oct 2021Betzdorf, Luxembourg, Lu
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Product Line ManagerSes Satellites Jun 2019 - Jul 2021Betzdorf, Luxembourg, LuResponsible for Lifecycle Services for all products working cross-functionally to ensure customer touchpoints are optimized for efficiency and to ensure a seamless customer experience.
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Sr. Manager Of Network OperationsIntelsat Aug 2017 - Feb 2019Mclean, Va, UsPromoted to Sr. Manager of Network Operations in charge of the company’s global NOC with six direct/96 indirect reports; led hiring and ongoing training of the team. Fostered an environment of inclusion, promoted teamwork, recognized performance, and appreciated effort. Acted as a key point of escalation working directly with customers, vendors, sales, product management, field service, legal, and engineering teams. Evaluated risk of new products to provide critical feedback prior to operationalization. Led programmatic efforts regarding talent acquisition, professional development, operational plans, regular bench assessment, and pipeline planning. -
Director Of Program Management & Customer Care | Enterprise PmoIntelsat Apr 2016 - Aug 2017Mclean, Va, UsServed in a multi-discipline leadership role accountable for directing four diverse teams comprised of PMs, Customer Assurance, Customer Success, and Performance Management Advisors with emphasis on delivery of services; helped develop and build out the teams. Improved processes, procedures, and KPIs to ensure customer experiences were measurable; provided thought leadership for the development of customer on-boarding. Established and developed a Customer Assurance Advisor team tasked with ensuring an exceptional/white glove customer experience for all top-tier customers. Worked collaboratively with cross-functional teams to create training for customers; refined critical response process for high-impact customers and infrastructure events.
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Director Of Customer Service | Network OperationsIntelsat May 2015 - Apr 2016Mclean, Va, UsAssumed role of the Director of Customer Service Operations to provide leadership, programmatic expertise, vision, direction, and objectives for the Customer Service Operations team within Network Operations. Drove Network Operations areas of radio frequency monitoring systems, network management systems, SharePoint, metrics, process improvement, new products interface, customer relations, system/ software development life cycle management, supply change management, vendor management and service delivery. Led cross-functional initiatives that helped shape policies, processes, and enhanced customer experience. Developed frameworks/guidelines that drove consistency, standards, data integrity, and operational excellence with a focus on streamlining business practices.
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Sr. Manager Of Teleport Systems EngineeringIntelsat Jan 2014 - May 2015Mclean, Va, UsOversaw and managed a team of Engineers throughout multiple teleports; tasked with performance/cost analysis and standardizing processes/procedures. Worked closely with Network Engineering regarding provisioning, planning/proposals, data services, vendor management, supply chain management, system/ software development life cycle management, radio frequency/telemetry, tracking/control services, and teleport infrastructure systems. Led team to ensure program delivery of solutions for services. Led a multi-site Kratos software implementation for both domestic and international locations leveraging hybrid Agile methodology. Collaborated with Network Engineering and other internal groups to ensure provisioning, strategic planning, processes, and sound financial business practices were met.
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Sr. Program Manager Of Network EngineeringIntelsat Jan 2012 - Jan 2014Mclean, Va, UsIn charge of all phases of infrastructure and media programs that included the budget and program staff interfacing with contractors, vendors, legal, supply chain management and customers. Acted as a key point of escalation between Intelsat and media partners; provided media program status to product management and executive leadership. Instrumental in the creation and implementation of new internal processes and procedures that resulted in the reduction of time that Engineers worked on projects by 15-20 days. Led SOW development/contract negotiations with an average backlog revenue of $1.2M per project.
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Manager Of Programs, Leases, & Logistics | Teleport OperationsIntelsat Feb 2011 - Jan 2012Mclean, Va, UsSupervised a three-person logistics team and led common infrastructure for the Partner Teleport Program; accountable for a $13M annual budget. Directed logistics needs at the enterprise level for all infrastructure projects related to both international/domestic company-wide business. Directed multiple teams that provided program management for Teleport Operations initiatives such as training development, the Infrastructure End of Life Program, and the Quality Program.
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Sr. Program Manager | Teleport Quality AssuranceIntelsat Sep 2010 - Feb 2011Mclean, Va, UsServed as the lead expert on quality assurance for Teleport Operations, managing all quality assurance programs and functions for the nine geographically diverse teleports of the company. This position included both a strategic role (developing models and frameworks for quality assurance based on corporate and departmental goals and direction) and an analytical role (gathering data, determining trends and making recommendations for improvements).
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Sr. Manager, Teleport Quality Assurance, Teleport OperationsIntelsat Apr 2008 - Sep 2010Mclean, Va, UsA multi-disciplinary role which managed the main function of quality assurance across nine geographically diverse teleports. Developed frameworks, perform analytics, and assume all responsibilities for Quality Assurance Program within Teleport Operations. Included but not limited to Customer Care, Data Integrity, Metrics, Trending, Capabilities, Resource Mgmt., and Information Mgmt.
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Rapid Access Center, Supervisor & Mgr. Of Network OperationsIntelsat Fomerly Panamsat Jun 2003 - Aug 2007Mclean, Va, Us
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Carrier Mgmt. Center - Ops | Sr. Ops. Engineer, Network OperationsIntelsat Fomerly Panamsat Nov 2000 - Jun 2003Mclean, Va, Us
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Sr. Operations EngineerPanamsat Jun 2003 - Aug 2003
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Operations EngineerPanamsat Nov 2000 - Jun 2003
Karen Morales Skills
Karen Morales Education Details
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Georgia Institute Of TechnologyManagement Of Technology -
Scripps CollegeSociology & Anthropology
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Unsw
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Mit Sloan School Of ManagementInnovation Of Products And Services
Frequently Asked Questions about Karen Morales
What company does Karen Morales work for?
Karen Morales works for Encompass Digital Media, Inc.
What is Karen Morales's role at the current company?
Karen Morales's current role is Executive Technical Leader| Change Agent|Program Management|Process Improvement|Customer Success|Product Experience.
What is Karen Morales's email address?
Karen Morales's email address is mo****@****ail.com
What schools did Karen Morales attend?
Karen Morales attended Georgia Institute Of Technology, Scripps College, Unsw, Mit Sloan School Of Management.
What skills is Karen Morales known for?
Karen Morales has skills like Satellite, Satellite Communications, Telecommunications, Iptv, Satcom, Vsat, Program Management, Ip, Integration, Rf, Pmp, Product Management.
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