Robert Hart

Robert Hart Email and Phone Number

Global Operations & Client Service Leader | Operational Excellence & Scaling | Digital Transformation | MBA
Robert Hart's Location
Waban, Massachusetts, United States, United States
Robert Hart's Contact Details
About Robert Hart

Enterprise-minded leader with demonstrated success spearheading strategic B2B operations and client service initiatives to simplify the customer journey and catapult growth and retention across the travel, education, tech-enabled services sectors. Colleagues and cross-functional counterparts have been able to rely on any team or project I’ve led for operational excellence and unwavering ownership of customer and business outcomes. I’m passionate about building data-driven, forward-thinking teams who are quick to adopt innovative customer-centric tools to increase efficiency and service quality. Extensive experience with culturally diverse teams and external partners affords the ability to quickly connect with any audience, gain buy-in and drive the actions required to achieve objectives across a complex organization and operating environment. Equally at ease in the trenches and board room.WORKPLACE SKILLS - Strategy and the tactical execution of organizational structures, systems and processes that enhance business resilience and mitigate the impact of disruptive forces on the strategic plan.- Takes a hand’s-on approach to listen, coach and empower team members to excel and be agents of change and innovation in their current role and pursue opportunities to learn, grow and expand their responsibilities and organizational impact.CORE COMPETENCIES- Operational excellence and scaling- Strategic client & partner relations - Direct and cross-functional team leadership (on-site and distributed)- Digital transformation and operationalizing the technical product roadmap- Enterprise customer service, success & retention- Internal & BPO contact center operations, platforms and workforce management- Budgeting, cost-control and P&L management- Employee recruitment, engagement, mentoring & development - Design and tracking of operational performance benchmark analytics and reporting- Test-and-learn approach to maximize the pace, impact and synergies of product & process innovation- Vendor negotiations & relationship management - Compliance, risk management and mitigation- Multilingual (French and Swedish)

Robert Hart's Current Company Details

Global Operations & Client Service Leader | Operational Excellence & Scaling | Digital Transformation | MBA
Robert Hart Work Experience Details
  • Mercury
    Vice President Of Global Operations
    Mercury Dec 2022 - Sep 2023
    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
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  • Ascend Learning
    Sr Director Of Client Service & Support
    Ascend Learning Apr 2021 - Dec 2022
    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
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  • Care.Com
    Sr. Director Of Client Service Operations, Customer Success & Provider Supply
    Care.Com Mar 2019 - Feb 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
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  • Thelazogroup
    Operational Advisor To The Founder
    Thelazogroup Feb 2018 - Jan 2019
    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
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  • Ef Education First
    Executive Vice President, Ef Language Travel North America
    Ef Education First Dec 2014 - Nov 2017
    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.
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  • Ef International Language Campuses
    Vice President, Global Customer Experience
    Ef International Language Campuses Jun 2014 - Dec 2014
    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
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  • Ef Education First
    Vice President, North American Operations (Smithsonian Student Travel & Explore America)
    Ef Education First Jul 2008 - May 2014
    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
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  • American Express
    Director Of Global Brand Development
    American Express May 2006 - Jul 2008
    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
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  • Ef Educational Tours
    Director Of New Product Development
    Ef Educational Tours Apr 2004 - Dec 2004
    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.
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  • Ef Educational Tours
    Director Of European Logistics & Transport
    Ef Educational Tours Aug 2000 - Apr 2004
    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.
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Robert Hart Skills

Product Development Brand Partnerships Negotiation Customer Relations Purchasing Partnerships Customer Service Budgets Team Management Management Contract Negotiation Marketing Strategy Crm Analysis Event Management Account Management Sales Management Leadership Strategy Operations Management Social Media Event Planning Budgeting Business Development Public Speaking Strategic Planning Business Strategy Sales Marketing Project Management Tourism Nonprofit Organizations Vendor Management Program Management Financial Analysis Crisis Management Staff Recruitment Procurement Operational Excellence Hospitality Management Microsoft Office Team Leadership Training Team Building Cross Functional Team Leadership Employee Engagement Strategic Partnerships Performance Measurement Business Intelligence Tools Employee Learning And Development

Robert Hart Education Details

  • Macquarie Business School
    Macquarie Business School
    Master Of Business Administration (M.B.A.)
  • Dickinson College
    Dickinson College
    International Studies & French
  • Boston College High School
    Boston College High School
    High School

Frequently Asked Questions about Robert Hart

What is Robert Hart's role at the current company?

Robert Hart's current role is Global Operations & Client Service Leader | Operational Excellence & Scaling | Digital Transformation | MBA.

What is Robert Hart's email address?

Robert Hart's email address is ro****@****ing.com

What schools did Robert Hart attend?

Robert Hart attended Macquarie Business School, Dickinson College, Boston College High School.

What skills is Robert Hart known for?

Robert Hart has skills like Product Development, Brand Partnerships, Negotiation, Customer Relations, Purchasing, Partnerships, Customer Service, Budgets, Team Management, Management, Contract Negotiation, Marketing Strategy.

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