Global Operations senior leader responsible for over 50 team members across 6 business operations responsible for creating and driving great customer and employee experiences by delivering data and business insights, workforce management resourcing, documentation, training/ enablement, and support with a focus on efficiency, quality and speed.• Manage team of global leaders responsible for all aspects of Professional Service Operations, Workforce Management, SI Partnerships, Hypercare, Documentation & Training, and Accelerated Implementations reporting to the SVP Professional Services.• Responsible for establishing and leading best practices, process improvements, and meeting financial goals, while driving operational excellence and scaling for growth.• Create and drive overall strategy and vision for the Bullhorn SI Partner Program with a focus on continuous improvement and customer success via defined governance models and enablement

Served as a Human Resource and Business consultant for SaaS and service-based organizations, specializing in Talent Acquisition process optimization, HR/ATS implementations, product training and content development and leadership development program design.

Oversaw the development and execution of customer experience and training strategies to support a growing customer base focused on employee well-being solutions. • Set the overall vision and strategic plan for the Customer Experience organization, focusing on increasing product adoption through targeted training and enablement programs, driving a positive customer experience through defined implementation SLAs, and leading portfolio growth.• Led internal efforts to redefine the customer training and education curriculum to reduce complexity and drive towards self-service modules via collaboration software. • Provided strategic direction on revenue expansion in accounts through targeted cross sell and up sell opportunities.

Defined and established the strategic vision and execution plan for all operational functions and processes, including Implementations, Consulting, Training & Development and Global Support that enabled clients to adopt new SaaS solutions quickly and efficiently. Led cross-collaborative efforts across the organization to align Technology, Product, Data Science and Account Management teams to coordinate the execution of operational plans and delivery methodologies.• Implemented and led a Shared Services model of I-O Psychologists/ HR Consultants, Project Managers and Research Analysts delivering candidate selection and people development implementations to over 1,000 direct clients.• Implemented and led a global 24/7 End User Support operations with a continuous customer satisfaction rating of 95% leveraging Zendesk across 6 product lines.• Spearheaded and led the M&A integration process, including workforce planning, talent management, professional services, solution re-designs and Client Operations strategy for recently acquired organizations.• Led and centralized the development and integration of customer knowledge centers across 6 acquired organizations into one source knowledge portal (bilingual) via helpdesk software (Zendesk).• Led and facilitated product and software implementation content and training initiatives to improve employee knowledge access and enablement to drive an improved delivery and customer experience

Created a new division in the firm combining both implementation and client delivery into one department and implemented a Client Pod system that allowed for a multidisciplinary team of Client Success Managers, I/O Psychologists/ HR Consultants, Project Managers and Research Analysts to be grouped together to support a dedicated book of business.• Improved time to implement solutions and adoption rates by 50% across multi platforms. • Created and implemented operational efficiency strategies that allowed for scalable client implementations and supported the firm’s client net retention rates of 100%. • Designed, developed and facilitated instructor led and web-based learnings centered on product functionality and optimizing the candidate experience to drive greater end user adoption.

Established the first official implementations vertical within the firm to introduce additional scalability and efficiencies and initiated new department KPIs such as time to delivery, time to adoption and client satisfaction metrics post launch.• Led a multidisciplinary team of Project Managers and Implementation Specialist that consistently hit targeted KPI goals and helped support the increase of NPS scores.• Introduced implementation dashboards and resource management ticketing system to support all new implementation requests via Gainsight.• Created implementation playbooks and product documentation to support internal team knowledge and expertise that led to successful implementation experiences.

Designed and implemented talent selection and people development programs to help with the identification and retention of top talent for hourly to executive level positions across enterprise level clients. • Managed a client portfolio of approximately $2,500,000 annually for Fortune 100 and 500 companies• Led a team of senior consultants who were responsible for large scale pre-hire assessments and people development projects for organizations across key industries including retail, hospitality, healthcare, finance, transportations, etc. • Managed and led large scale 3rd party integration initiatives with applicant tracking systems, learning management systems, and assessment partners, including WorkDay, iCIMS, talentReef, Ultimate Software, Taleo/Oracle, etc

Developed and implemented behavioral, cultural, cognitive, 360 degree feedback, engagement survey assessments for large enterprise level clients.• Defined and led key client projects, including behavioral assessment validation studies, business impact studies, selection process design, interviewer training, and the delivery of leadership development programs and workshops.• Led and managed multi-million dollar book of business and consistently supported the retention and expansion of services for clients.

Led the implementation, delivery and design of people development-oriented solutions including high potential development workshops, succession planning, executive assessments and 360 appraisals.• Supported the development of new products, training, documentation and professional services offerings including 360 feedback surveys, situational judgement assessments, profit and loss assessments, and senior leader development workshops.• Managed a client portfolio of approximately $500,000 annually for Fortune 100 and 500 companies

Led HR Program/Process Change initiatives that impacted the selection process for all company owned locations

Supported full-life cycle recruiting, including development of effective recruiting strategy (sourcing methods, markets, etc.); candidate selection and referral using behavioral interview techniques, consultation with hiring managers on hiring decisions; and coordination of communication of employment offers