Michael M. Email & Phone Number

Remote

COMPANY PROFILE: Professional services consultancy, supplying strategy and execution aimed at accelerating early-stage growth or standardizing and optimizing portfolio performance. Supports organizational integrity initiatives to deliver world-class customer experiences or create greater stakeholder engagements through operational and technology leadership, roadmaps, and resources. Supplies tailored delivery and integration services, leveraging 3P partnerships to enable scalability… Show more COMPANY PROFILE: Professional services consultancy, supplying strategy and execution aimed at accelerating early-stage growth or standardizing and optimizing portfolio performance. Supports organizational integrity initiatives to deliver world-class customer experiences or create greater stakeholder engagements through operational and technology leadership, roadmaps, and resources. Supplies tailored delivery and integration services, leveraging 3P partnerships to enable scalability, emergent transformations, or acquisition and divestitures.+++++Serving as a business unit leader and department head I steer transformation and growth-stage efforts for VC-funded or PE-driven initiatives with large corporate footprints. As part of this, I oversee C-Suite or board-issued strategic and tactical mandates aimed at improving financial performance. Depending on what phase the organization is in, the goal may be to assist current operations with maturing their fulfillment and delivery or standardize workflow and technology ahead of a rollup. Recent focus has been on supporting SaaS / PaaS efforts to incorporate AI and build proprietary large language models (LLMs), or enhance security by adding blockchain encryption layers, while developing new startup studios and fresh paths towards fundability.Some of my contributions include:> Grew recurring revenue 300%, adding 2 million new subscriber licenses per month.> Recruited, trained, and developed customer success leaders while eliminating 80%+ of staff turnover.> Transitioned front-end design and back-end engineering team from outsourced to in-house in ~120 days.> Designed and launched on-call tech representation to strengthen quality assurance, boosting first-call-close rates to 85%.> Developed a multi-faceted LMS to certify internal and client-side engineering and testing resources on flagship product. Show less

Remote

COMPANY PROFILE: Global healthcare solutions provider, delivering pharmaceutical services, prescription drugs, health and beauty products, and medical equipment to retail and institutional partners worldwide, offering payment and time & tracking software to automate dependency processes and financial transactions for insurance providers and their extended network. +++++As Program/Project Manager, I directed client projects for industry leaders such as Merck, Bayer, Amgen… Show more COMPANY PROFILE: Global healthcare solutions provider, delivering pharmaceutical services, prescription drugs, health and beauty products, and medical equipment to retail and institutional partners worldwide, offering payment and time & tracking software to automate dependency processes and financial transactions for insurance providers and their extended network. +++++As Program/Project Manager, I directed client projects for industry leaders such as Merck, Bayer, Amgen, Takeda, CVS, Johnson & Johnson, and more while managing engineering and testing teams with up to 150 employees in carrying out mission-critical deployments. Highlights include:> Steered a nine-figure acquisition program involving 3,000+ user holistic operating platform migration, spread across 10 national locations.> Delivered a distribution center automation uplift and full-tech redeployment six months ahead of schedule while balancing 12 codependent work streams.> Developed, delivered, and administered a 250+ user tracking and communication solution by leveraging Confluence, Jira, Zendesk, ServiceNow, and internal engineering capabilities.> Managed a contact-center transformation spanning more than 2,500 users, including the carrier and BSS transitions for cloud transformation.> Expanded distribution and integrated front-end contact for a full-service offering, adding 30 pharmacy lines of business. Show less

Remote And Onsite

COMPANY PROFILE:Provides white-glove product strategy, project management, and enterprise cloud transformation expertise for MSPs, professional service agencies, and strategic consulting firms, engaging F500 clients in the healthcare, insurance, retail, and hospitality sectors. Leverages partner network to deliver mission-critical engineering support.+++++During this time, I headed initiatives to consolidate distribution centers and software routing integrations for clients… Show more COMPANY PROFILE:Provides white-glove product strategy, project management, and enterprise cloud transformation expertise for MSPs, professional service agencies, and strategic consulting firms, engaging F500 clients in the healthcare, insurance, retail, and hospitality sectors. Leverages partner network to deliver mission-critical engineering support.+++++During this time, I headed initiatives to consolidate distribution centers and software routing integrations for clients such as AT&T, WWT, Wal-Mart, Target, Humana, DirectTV, and more. This included delivering technical solutions that centralized administration to reduce operating and capital expenditures while facilitating revisions and issue resolution and adding new channels for MSP contracts. Examples include:> Partnered with and supported the pre-sales team by coordinating requirements analysis and architectural reviews to inform topographies, white papers, and case study validations. > Reviewed deliverables to ensure compliance with project scope, cost, timeline, and change controls for a managed services provider.> Led a BSS and OSS cloud modernization effort, coordinating requirements analysis, architectural reviews, and case study validations while managing traffic for 375 project staff across 180 sites. > Liaised with senior staff on escalation and resolution issues while coordinating zero-downtime migration and testing of 100,000+ TFN and DID lines.> Expanded billable resource footprint 150% in less than nine months. Show less

During this time, I managed the marketing of multiple brands across all major paid and organic channels while overseeing business informatics efforts to track/measure consumer trends.

In this role, I designed and implemented a national contact center consolidation solution that incorporated custom UI and billing, authorization, payment, and telephony assets.