Matt Hillard Email & Phone Number

Customer Experience Strategy - Voice of Customer - NPS and CSAT Programs Designed and lead strategic, cross-functional projects, supported by quantitative and qualitative customer data, focused on optimizing business processes, driving product innovation, and enhancing customer experience.

San Francisco, California

- Designed long-term team strategic direction for Operations team. Set headcount and recruiting targets, made hiring and promotion decisions, defined role functions, and set career path / progression- Worked extensively with product development teams; focused on products to improve Member experience and efficiency / effectiveness of operational workflows- Developed several other initiatives to rapidly scale the Operations team- Managed five direct reports, each who managed six to eight FTEs

San Francisco Bay Area

Directed up to 4 concurrent revenue review and business optimization engagements for large multi-billion-dollar health systems. Strategically analyzed several years of hospital data to identify process breakdowns, then implemented long-term improvement initiatives to maximize hospital revenue. This involved extensive forecasting, profitability analysis, and resource allocation assessments to ensure optimal internal team strategy. Also developed and maintained meaningful relationships with client counterparts through frequent communication and collaborative problem solving.