In my role as Head of AI and Edge Software Strategy for Go-to-Market Offers and Revenue Operations at Intel, I drive Intel's software monetization and enterprise adoption of AI and edge solutions. I lead cross-functional initiatives to optimize revenue operations for scalable growth, aligning go-to-market strategies, revenue predictability, and product offers to platform capabilities and market segments. As Business Strategy Owner, Program Owner, and Product Leadership expert, I collaborate closely with Product, Business Development, Customer Experience, Design, Engineering, and Executive stakeholders to ensure Product Licensing, Customer Experience, and Revenue Operations are all aligned with market needs.I oversee end-to-end program management, from business requirements to technical design and implementation for customer experience, identity and accounts, support experience, and license and entitlement management (LEM) across Intel’s software platforms, including SaaS and on-premises (air-gapped and non-air-gapped) versions. Leveraging multiple SDLC methodologies—including Agile, Waterfall, and Intel-specific frameworks—I drive the creation and execution of EPICS and technical requirements in partnership with engineering teams.Complementing my technical program expertise, I manage legal licensing strategies, updating Partner Policies and Procedures for Intel’s compliance standards, and have authored key legal updates with cross-functional collaboration.Head of Customer Experience for Machine Learning & AI, I led customer experience strategy and user-focused frameworks for Intel’s AI and ML offerings, aligning advanced technology with customer needs. Core achievements include the development of Order-to-Cash strategy, front-end CX design, and the foundations for Intel’s software-focused revenue streams, enabling Intel to deliver value-driven, scalable solutions.

As Head of Enterprise Customer Success at AWS, I built and led a global technical support organization dedicated to delivering high-value, seamless experiences for AWS’s largest enterprise customers. Partnering with executives, Product teams, Engineers, and frontline teams, I fostered a culture of continuous improvement to enhance customer engagement, eliminate blockers, and deliver business value through improved capabilities and experiences.I led a global team of 250 technical professionals across nine sites, developing a unified strategy to support over 4,000 enterprise accounts spanning commercial, public sector, and secure government clients. This scale-up resulted in a 300% increase in supported customers and a 90% improvement in satisfaction. I spearheaded a proactive customer success strategy, maximizing AWS interactions by preemptively addressing customer needs and optimizing cost management through personalized recommendations, which contributed to a 42% YoY growth and an estimated $3 billion in additional customer commitments. In 2021, I launched a mid-tier support offering projected to bring in $70M+ annually and managed high-stakes executive escalations, including those from Jeff Bezos, to ensure customer satisfaction and lasting improvements.Program and Product Leadership: Developed program management capabilities to sustain rapid growth, optimized products and processes, and simplified customer experience through self-service and automation tools. Expanded from a US-based team to a global structure of nine sites and 250+ team members, supporting 70% of AWS’s revenue-generating clients.Identity, Compliance, and API Enablement: Led initiatives in identity management, GDPR compliance, and data protection. Oversaw Limit Increase product improvements and automation, including API enhancements, and developed best practices for API calls to enable customer-side automation and operational efficiency.

In this role, I spearheaded the unification of nine diverse teams into a single, metrics-driven, cost-effective, and customer-focused organization. This transformation not only quadrupled quality measurements, surpassing industry standards, but also reduced costs to 50% below Fair Market Value. The success of this initiative reinforced my belief in the power of strategic alignment and operational efficiency—principles that have guided my career ever since.My work extended beyond team transformation. I implemented critical safety and quality measures across 40 hospitals and 400 clinics, directly enhancing patient care and strengthening partnerships with key stakeholders. This experience deepened my commitment to customer-centric innovation, a commitment that later shaped my approach to driving customer success at AWS and now at Intel.I also developed a blended right-sourcing model, balancing internal and contract resources to meet KPIs during peak periods, ensuring operational agility and scalability—skills that would prove essential in my later roles, where managing large-scale operations and resources became crucial.Additionally, I managed a comprehensive mergers and acquisitions program, successfully navigating unplanned changes in scope and volume to ensure seamless continuity. This experience in handling complex, high-stakes projects was instrumental in preparing me for the global leadership responsibilities I would take on at AWS and Intel.My leadership extended to chairing ITIL process committees for Major Incident, Incident, Knowledge, and Request Management, as well as the Technology Promotion board. Serving as a board member for information systems contract management strategy and tool enhancement further honed my ability to drive strategic initiatives—skills that I continue to leverage in my current roles, where I lead transformational projects in AI, edge computing, and software strategy.

In this role, I was responsible for overseeing Disaster Recovery and Critical Incident Processes for 40 hospitals and 400 clinics, ensuring the continuity and security of all technology services. I developed and implemented a centralized, 24x7 Network Operations Center (NOC) to drive quality and consistency across 12 data centers. This initiative included opening a new NOC in Washington and strategically consolidating four others, aligning with our “lights out” data center strategy.I spearheaded the implementation of a virtual management program, which included establishing enterprise-level tape management standards that met all government regulations (HIPAA/HITECH) and organizational policies, ultimately achieving 100% compliance. Additionally, I introduced enterprise-level data center security access policies to enhance security measures.My leadership extended to a cross-division initiative that unified incident response management for security, privacy, and technology programs. This approach resulted in faster, more compliant identification and response to incidents requiring multidisciplinary coordination.Throughout these efforts, I maintained a strong focus on customer satisfaction, leading the NOC to achieve the second-highest customer satisfaction rating within the organization.