Robert Hart Email & Phone Number

Boston, Ma, Us

Mercury is a global logistics provider specialized in time- and temperature-sensitive shipping for biotech and life science research, diagnostics, and medical device companies. I re-designed the client service and technical service strategy; implementing operational best practice, structure and systems to efficiently scale a global offering• Integrated the Customer Success function into Operations (from Sales); creating new playbooks to improve the effectiveness of onboarding, needs analysis and business reviews to accelerate product adoption, utilization, retention and LTV • Built new analytics to identify the drivers of client purchase latency and potential churn, which initiated the design & prioritization of new and enhanced product and client service solutions to boost retention• Partnered with Product & Engineering teams on technical features, go-to-market and client adoption strategy for a new self-service ordering portal to reduce friction and order processing time by 15%• Created new Vendor Relations team and processes to drive more sticky engagement and quickly scale the depth, breadth and resilience of our logistics capabilities to win clients in 10 new US Biotech Hubs• Architected and led the technical migration to 2 new contact center platforms, ZenDesk and RingCentral, and the RFP and selection of a new Managed Service Provider to achieve more resilient IT Infrastructure

Burlington, Ma, Us

Ascend Learning is an EdTech leader focused on healthcare and other licensure-driver professions. Their print and digital courseware, assessments, analytics and simulations provide educational institutions, students and employers with accelerated learning pathways into careers with high community impact. Led innovation in structure, process and systems to simplify the customer journey and accelerate a digital transformation product strategy • Re-engineered workflows to drive 80% reduction in fulfillment time for ClickSafety brand's flagship OSHA course product • Launched new automation to increase adoption of digital course products by 20% • Owned the client-facing response and operational remediation to minimize the business & customer impact of a ransomware attack on our fulfillment warehouse during the annual sales & fulfillment peak• Pioneered new order fulfillment techniques to overcome persistent print supply chain challenges to maximize capture of product demand and achieve our segment’s highest-ever YOY sales growth in 2021

Dallas, Texas, Us

The Care@Work segment provides enterprise clients with innovative family care solutions to enhance their employee benefits. Led the transformation of the client service organization, systems and capacity to deliver an efficient, high-quality client experience at 3X scale (grew by 250% during tenure)● Managed a 60-member 24/7 multi-channel contact center, comprised of on, near and off-shore teams● Led operational go-to-market of new provider and client facing self-service digital apps; boosting on-demand provider capacity to increase fulfillment rate by 25% and reduce client response time by 30%● Spearheaded COVID-19 cross-functional response team, creating and integrating into all client and care provider touchpoints new health & safety policies and protocols required to comply with rapidly evolving state and local public health regulations and support the scaling of our service capacity and coverage to fulfill a 30% increase in client demand● Led engagement of key strategic clients to design, build and operationalize custom extensions of our offering to retain and upsell existing clients (Google & Starbucks) and win net new (Amazon & Nike) ● Designed and built workforce management tools and KPI reporting to optimize client support and care provider staffing capacity to meet and exceed fulfillment and servicing SLAs.● Owned relationship with off-shore BPO and the RFP, selection and launch of a new near-shore partner

Newton, Massachusetts, Us

Built business development and operational processes to support start-up of a full-service marketing agency● Led GTM campaign to create brand awareness and propel customer acquisition; used targeted B2B outreach and engagement of area Chambers of Commerce membership to drive attendance to hosted promotional events ● Built new client onboarding and servicing playbook to deliver a consistent, efficient, high-quality experience

Zurich, Zurich, Ch

US division of EF’s inbound language & cultural immersion programs. Set strategy and oversaw planning and production of 70 program sites in 8 US states (7K foreign students from 25 countries annually). • Managed a $20M annual budget and the recruitment, training and development of 23 full-time and 800 seasonal staff. • Built agile operational model to flex staff resources and site capacity to seamlessly absorb shifts in market demand - enabled 10% reduction in cost and 20% improvement in NPS during tenure• Partnered with overseas Sales and Marketing teams to design cutting-edge program enhancements to differentiate and continuously grow EF's market-leading share of demand for US inbound programs.

EF’s division of brick-and-mortar language schools (42 campuses in 18 countries). Built and launched a new Global Customer Experience strategy, function and technology to embed a customer-centric focus in all aspects of campus operations (teaching, experiences, accommodations and facilities)• Led design and launch of new digital tools to enable real-time collection and analysis of student feedback and expedite action to improve the key drivers of student experience• Built and deployed a global VOC training program for on-campus and central office teams to drive adoption of the new tools, KPI's and service priorities and cultivate a new Customer Experience culture

Zurich, Zurich, Ch

Led the operational strategy and day-to-day production of EF student group tours to 40 destinations across the US and Canada with an annual budget of $35M. Oversaw local and national vendor contract negotiations to optimize spend and service quality with hotels, restaurants, attractions, ground transportation, and safety & security service providers. Led the recruitment, training and development of US operations team consisting of 14 office staff across 3 US locations, and 180 field staff. • Expanded operational capacity and team structure to handle 75% growth in volume during tenure • Achieved highest NPS across EF’s North America businesses with an average rating of 75 • Directed EF’s largest-ever single tour event: 7K clients to the 2009 US presidential inauguration • Led cross-functional team that built & deployed new digital app and internal BI dashboards to collect and display daily client experience feedback to internal teams to provide a real-time view of production quality and alerts to trigger immediate action to resolve service issues. Resulted in 25% increase in survey response rate and 15% increase in NPS

New York, Ny, Us

American Express Vacations is Amex’s luxury consumer travel brand. Built and executed a strategy to integrate regional businesses (US, LATAM, EMEA, APAC) into a global brand and value prop to increase cardmember acquisition and share of travel spend ● Developed a curated amenities program to deliver a differentiated client experience that represents brand values consistently worldwide● Optimized procurement to distribute exclusive inventory and pricing across Amex global booking engines

Zurich, Ch

Product Development and operational lead for EF partnerships and co-branded travel programs with Smithsonian Journeys and Wine Enthusiast magazine. Led cross-functional team to design, build and bring-to-market new series of specialized, theme-based, international tours targeting 2 niche segments of the adult traveler market.

Zurich, Ch

Oversaw 18-country operational and vendor footprint to deliver transformative experiential travel programs at scale by optimizing the cost, quality, capacity mix while prioritizing safety and a duty of care for clients and staff ● Managed $20M annual budget and a 12-person team responsible for the sourcing, planning and delivery of all European transportation services (coach, rail, cruise/ferry) for volume of 150K travellers annually● Member of core leadership team that led the post-9/11 restructuring of personnel, operations and vendor relations to navigate a record market downturn, integrate new client base and ramp-up efficiently as demand recovered.

Master Of Business Administration (M.B.A.)

Bachelor Of Arts - Ba, International Studies & French

High School