Executive - Vp Strategy And Operations
CurrentExpedia | Interim VP, Strategy and Customer Engagement (2019-2020)Created Conversation Platform and Customer Engagement (CPCE) three-year strategic plan which included annualized savings in operational cost from automation and an organizational pivot to revenue generation, from a B2B commercialization effort. Led operational execution for the AI-powered platform including 180+ global workforce of Operations, Marketing and Analytics professionals to deliver traveler and agent experiences supporting company brands including Expedia.com, Hotels.com, Travelocity, Orbitz and Expedia Business Solutions (B2B). Formalized playbooks to scale critical initiatives for a global team of 25000+ Expedia and partner agents within an omni-channel network leveraging our cloud services for a total transformation into a global ecosystem of Trusted Travel Advisors equipped to handle complex enquiries and deliver world class customer experience.Prior major client engagements: Symantec, Sage, Mobi, and venture capital firms (2013-2017)Initiated high-profile rebrand, launched digital marketing rollouts, and managed cross-functional teams delivering $3.4B in enterprise value for Symantec, Sage, Mobi, and venture capital firms. Developed ops restructuring strategies and Go-To-Market (GTM) frameworks yielding top-line value. Designed global Voice of the Customer experience program that automated insights at every stage of the journey.
