Operations Sr. Director–Client Delivery (2013-2024) | Operations Director (2011-2013)
Led resources and processes of manufacturing CPG client deliverables. Grew and managed team from 5 to 35 to meet demands of growing customer base. Responsible for client service excellence and continuous improvement of client-facing processes, communications, and relationship management. Oversight responsibility of client relationships and cross-functional processes across partners. Identified, developed, and implemented process improvements with documentation. Collaborated with diverse teams including Technology, Delivery, Product Management, Implementation, Client Service leaders and employees.• Cultivated relationships at all levels within client delivery organization, leading to building mutually beneficial collaborations that expedited project flow and met client delivery dates. • Improved effectiveness of the client delivery team to manage growing client roster and deliverables by instituting daily huddles. Quickly identifying risks and devising solutions led to increased client satisfaction and retention. • Enhanced capacity to be more responsive to client requests for add-on deliverables by teaming up with IT to develop one set of shared processes to address the gaps. • Developed a new resource-allocation tool to better manage team workloads and capacity. Tool improved ability to align team talent and availability with new client assignments, and shift people resources to meet client and project escalation.• Introduced new project tracker system to improve management of over 100 ad hoc client requests over typical project lifecycle. Resulted in streamlining team communications and responsiveness and better client experience.• Increased acceptance and adoption of new system changes by testing and adapting new processes and tools prior to roll-out. Led to uninterrupted productivity during change management periods, positive feedback from staff, and openness to continuous improvements.
