Tom Fail Email & Phone Number

Mountain View, Ca, Us

- Lead customer success and operations for several of Coursera’s largest and most strategic partnerships, advancing the adoption of online education programs that reach over 5 million learners globally each year.- Program-manage a cross-functional team of up to 18 professionals spanning marketing, content, product development, and platform services to support impactful, large-scale global learning initiatives.- Developed a comprehensive suite of portfolio work tracking and and analytics tools to drive strategic growth, aligning outcomes with partner and business KPIs.- Collaborate closely with the revenue operations team on program forecasting, identifying growth opportunities, and mitigating risks to ensure sustainable program success.

Mountain View, Ca, Us

- Lead global operations team of 12 for Coursera relationship with Grow with Google Professional Certificates- Design and implement strategy across key account areas leading to 2M+ global enrollments

Philadelphia, Pa, Us

• Design innovative solutions to address operational challenges to fully manage/support organizational needs, services, systems, and technology utilizing JIRA, Confluence and Salesforce • Drives alignment across 6 internal teams and dozens of stakeholder teams to ensure the successful launch of new products and updates to existing products within the Comcast Business Operations portfolio• Scoped and created department-wide reporting and analytics through Tableau for live-views of organizational work volume and management• Monitors current and future trends, technology, and information that will positively affect organizational projects; applies and integrates emerging technological trends to new and existing systems architecture

Washington, Dc, Us

Managed implementation of a portfolio of business and staff of 4. Leveraged deep understanding of product offerings, user experience, and education technology. Scaled 3 student success products over 150 clients during launch. 5 years experience working with engineering teams on web development projects. • Managed and conducted pre-sale technical presentations, solution engineering, and RFPs for 40+ clients across the portfolio• Serve as the senior client point of contact and escalation specialist for 50+ clients, managing the relationships and coordination with internal partners through the implementation process and post-implementation as well as initiate new contract acquisition• Created data automation enhancements and implementation scaling that saves ~56 non-billable hours per client• Managed early partner universities across each of the three new-to-market products and had an 85% upsell conversion • Recognized as EAB 2018 Emerging Leader Recipient as well as completed Management Intensive Training• Understand how existing technical systems work and to identify ways to improve them, with the goal of making the member accounts and onboarding experience smoother and easier

Harrisburg, Pennsylvania, Us

Designed, documented and executed test plans/scripts across all stages of the product development lifecycle at one of the largest federal student aid agencies in the country.• Headed quality testing of various software systems and databases, including Oracle PeopleSoft and the agency mainframe.• Acted as liaison between software architects, developers and test organization members to provide impactful software solutions, maximize efficiency and ensure that quality standards are met on all web and PeopleSoft products.

Washington, District Of Columbia, Us

- Collaborated with the legislative affairs director to analyze policy proposals, focusing on economic and tax-related impacts.- Engaged directly with constituents and special interest groups to discuss legislative implications, providing insights into how proposed laws could affect diverse communities.

East Stroudsburg, Pa, Us

Managed a predominantly freshman 320-bed residence hall on campus.- Directly managed a staff of 17 student workers- Responsible for management and tracking of our operating budget, payroll, enforcing university policies- Primary escalation point for any grievances and issues that occurred within the building or with any of my residents

Washington, District Of Columbia, Us

Provide human capital strategies and tools for recruiting, hiring, developing, retaining, and transitioning a skilled workforce to support the IRS mission. Work load included developing and delivering a budget for performing an audit on national security clearance holders, analyzing and interpreting criminal bank fraud cases for the southeast United States, workforce training and planning including internal and external recruitment, exposure to senior management daily, interpersonal skills training, and collaboration with employees within the IRS and outside institutions. The job emphasized independent work, due in a timely manner, and under a great deal of deadline pressure in order to help the overall team achieve our objectives.

East Stroudsburg, Pa, Us

Supervise a floor of 58 college students living in a Residence hall and advise the students on academic, social and personal problems. I must interpret and enforce rules and regulations of the University and Residence Life Deprartment, and create a healthy and productive learning and social atmosphere within the dormitory floor for students to comingle.

Master Of Business Administration - Mba

Master Of Public Administration - Mpa, Public Administration

B.A., Economics, History

Academic Internship Semester, Business Adminstration