edX, part of 2U Inc., works with respected universities and organizations to deliver innovative, skills-based training to a community of over 45 million learners around the world to support them at every stage of their lives and careers. edX delivers boot camps through an immersive learning experience with expert services and valuable resources. As of 2021, graduates have been hired by 6,700+ companies, including more than 62% of the Fortune 100.Responsibilities: Leading a global team of 50+ to recruit, hire, and onboard 3,000+ global Edtech educators, achieving a 95% fill rate. Establishing cross-functional initiatives to optimize efficiency and achieve best-in-class service standards. Recognized for exceptional leadership and employee engagement, with expertise in HRIS management and compliance.

Managed a $35M portfolio, driving financial growth through strategic planning and resource allocation. Led a team of 12 customer success managers, achieving exceptional learner experiences and high NPS scores. Streamlined operations, optimized processes, and fostered cross-functional collaboration to enhance learner support and drive cost savings.

Managed product delivery for a $60M business unit, overseeing hiring, staffing, and scheduling for 800 PT educators impacting 80,000+ customers annually. Drove customer excellence through strategic planning and process improvement, managing a $10M budget to contribute to strong operating income. Led innovation programs, absorbed operations from three units to enhance efficiency, and developed training tools for stakeholders.

Designed and launched a new business delivery model for a $37M business, transforming it from brick-and-mortar to digital/remote. Partnered with VPs to maximize financial and customer service outcomes, iterating operational changes for 600+ faculty. Managed budget planning, forecasting, and expense management for a $7M budget, exceeding goals for expense management and customer experience.

Managed operations for 40 Kaplan Centers, overseeing budget development, facilities management, compliance, and customer happiness metrics. Provided training and development for 50 operations staff, offering coaching and leadership to achieve partner, business, and customer results. Streamlined policies and procedures to reduce waste, cut expenses, and improve operational execution. Led cross-functional conversations to identify and support best practices, facilitating customer experience calls to drive improved student recommendation rates.