Responsibilities encompass overseeing the customer experience, optimizing daily operations, streamlining processes to boost efficiency and productivity, accelerating revenue activation / customer health / cross sell & up sell / retention, engaging in strategic planning and facilitating its execution, managing resource allocation, overseeing technology investments, client relations, client success, vendor management, compliance, handling M&A activities, managing P&L’s, and fostering cross-functional collaboration to achieve overarching business goals. Actively contribute to the development and implementation of innovative solutions, cultivate a culture of continuous improvement, guide the organization through complex challenges, make data-driven decisions, and spearhead strategic initiatives aimed at significantly enhancing the company's growth and operational excellence.

Lead global operations for a multi-national (Private Equity) Software / Technology Expense Management / Mobility / SAAS / BPO enterprise. Responsibilities include providing strategic leadership and driving key operational and administrative processes to ensure increased growth, efficiency, and customer health, full P&L responsibilities inclusive of budgets and financial performance, implementing comprehensive goals to drive individual and systematic performance, establishing policies that promote company culture and vision, evaluating and communicating organizational performance and driving corrective measures, leading M&A integration efforts, driving product and technology enhancements, building and supporting sales, marketing and financial capabilities, and managing relationships with partners, customers and suppliers. Areas of operational responsibility include pre-sales support, professional services, account management, customer service, quality, supplier management, business intelligence, customer advocacy, operations technology, and M&A integration.

Responsible for the oversight and development of the enterprises technology strategy and working with Senior Executive Leadership to grow the company through the use of technological tools and resources for a Six Billion Dollar Healthcare Payer. Additional areas and programs of responsibility include technology governance, technology road mapping, technology rationalization, internal & external data integrations, technology standards & patterns, evaluating and implementing new systems and infrastructure, vendor relationships, external benchmarking, tracking emerging technology trends, capital venture funding for technology startups, consulting project management office on technology needs / demands, driving technology enabled business innovation and Lean IT.

Led the technology strategy and tactical execution of the organizations Web & Mobile Digital Strategy as well as 140+ Applications supporting Marketing, Sales and Operations for a 1.5 Million Member Healthcare Payer. Oversaw technical teams and resources in solution design, development, delivery, vendor management and ongoing support with a focus on efficiency, cost effectiveness, security, stability and overall business value. Collaborated and Strategized with both Senior and Executive Vice Presidents and member of the IT senior executive leadership team. Areas of responsibility encompassed Product Management & Quotation Systems, Membership & Billing, CRM, Product & Benefit Configuration, Web, Mobile, SharePoint, Intranet, Lotus Notes Databases, Lean IT, Solution Architecture and Strategic Project Portfolio Execution.

Established a multi-year global digital transformation strategy for the organization and provided leadership and day to day oversight to the Commercial Operations Organization inclusive of Terms & Conditions Negotiations, Order Entry, Buyers, Contract Administration, Document Management, Contract Engineering, Design Engineering, Order Change Management, Product Master Management, BOM & Routing Structure Services, Project Management, Project Administration and Project Coordination. Additional responsibilities included introduction of new operational systems, meeting organizational financial objectives and organizational goals in relation to safety, quality and on time delivery of products and services. Senior Leadership & Strategic liaison to Sales, Product Management, Customer Service, IT, R&D, Product Engineering, Finance, Global Supply Chain, Machine Shop and Assembly.

Provided strategic oversight, technical / digital thought leadership and hands-on value based Lean Six Sigma expertise within SG&A Operations (Transactional Lean) and Engineered to order manufacturing value centers for a $450M industrial engineering, machining, manufacturing and distribution organization. Led companywide initiatives in business process improvement, technology modernization & digital transformation, systems development & automation, standard work and change management focused on reducing defects, overproduction, waiting, transportation, inventory, motion and over processing while improving productivity, quality, lead times and on time performance.

Oversaw and drove continuous improvement and technology modernization activities for high mix / low volume electrical engineering, manufacturing and distribution company with 200+ employees across five divisions in three states. Additional responsibilities included managing the manufacturing order management and planning team responsible for Front End order processing consisting of order configuration & setup, order reconciliation, material quoting, part setup (make & buy), early buy outs, BOM loading and maintenance, routing creation, materials & manufacturing expediting, customer status updates & visits, monthly sales forecasting & revenue recognition and project profitability reviews.

Directed operations for a $150M software development and distribution company. Responsible for order receipt through shipment comprising of order services, operations support, licensing, systems integration, warranty and returns, materials, shipping and receiving and contract management teams across two operational centers based in Rochester New York and Boca Raton Florida. Oversaw strategic operational planning for 60+ employees and executed through four senior managers. Established challenging expectations, developed and improved policies / procedures, monitored quality / productivity, met requirements of service level agreements and developed and administered operational budget.

Appointed by the President and COO and a member of the senior leadership team to assemble and direct the Customer Advocacy & Business Process division encompassing continuous improvement, customer advocacy, corporate governance and supplier quality. Responsible for developing and managing annual operating budget, increasing organizational efficiencies, eliminating unnecessary waste, strengthening customer and supplier relationships, improving companywide customer services levels and regulating and monitoring corporate governance and compliance. Additional responsibilities included developing and executing the corporations short and long-term lean vision and strategies, developing consistent operating procedures across all business units, providing global oversight of standardized control processes and systems, overseeing/sponsoring improvement initiatives, identifying and managing the implementation of IT tools and systems to increase quality and productivity and interfacing with customer and supplier c-level executives to promote company awareness and resolve issues.

Managed the technical support services department encompassing technical support, RMA and inside sales. Responsible for post-sales support and service contract sales for 12,000+ global customers / installations.

Positions Held:Support Services Group Leader Global Project Manager – PMO Business Process Improvement Manager Global Problem & Change Manager