I oversee a national team of Regional Affairs Directors, tasked with fortifying the USGA's relationships with 57 Allied Golf Associations (AGAs) nationwide and other golf associations globally. This involves crafting a 5-year strategic plan, defining priorities, establishing KPIs, and ensuring service excellence and accountability across all stakeholders.Furthermore, I manage relationships with over 400 Volunteer Committee Members, implementing strategies to enhance communication quality and diversify opportunities.Administering the successful P.J. Boatwright intern program, I facilitate $2M in grants and internship placements annually for over 125 college students across the national AGA network.As a senior leadership member, I contribute to strategic planning efforts, collaborating with C-Suite leaders to identify key priorities, KPIs, and execute enterprise-wide initiatives. Notably, I led the customer experience stakeholder group, driving alignment and execution.Additionally, I co-authored the inaugural strategic plan in the Green Section's 100-year history. A pivotal aspect was assuming responsibility for sales and marketing teams, resulting in a reversal of a 10-year revenue and market share decline.

I crafted and executed outcome-focused metrics to translate the global HR strategic plan into actionable initiatives. Implementing a project prioritization process, I effectively managed the portfolio of initiatives, collaborating closely with senior leaders to oversee the Center of Excellence. Together, we provided operational and process excellence support to drive the successful implementation of these initiatives.

I spearheaded a $19M, multi-year strategic transformation initiative for the North American vacation rental business, orchestrating a cross-functional team of 35 to streamline business processes, integrate technology platforms, and establish standard operating procedures for operational excellence.Driving the implementation of data-driven dynamic pricing capabilities, I led efforts to adjust rates based on supply and market demand, projected to generate an additional $7.5M revenue over 3 years. Additionally, I implemented guest and owner Net Promoter Score (NPS) satisfaction surveys along with customer success processes to enhance overall satisfaction and loyalty.

I led a cross-functional team in implementing a multi-channel customer experience strategy, encompassing call center training, website usability enhancements, and targeted marketing campaigns, resulting in $5M revenue within the first year.Overseeing a team of 30 global analysts, statisticians, researchers, and database experts, we crafted personalized marketing campaigns that yielded a remarkable 327% revenue increase from targeted groups compared to control groups, along with improved membership retention, adding $7.7M in revenue over two years.Key achievements:Developed and refined 30+ predictive models to enhance marketing efficiency.Created automated, tailored reports analyzing the behaviors and preferences of 3.7M members to drive a personalized contact strategy.Collaborated with the retention team, leveraging data and campaign testing to boost annual timeshare exchange membership retention, resulting in $7.7M in incremental revenue over two years.

I established a global team to devise and execute an inventory sourcing strategy, leveraging market analysis to allocate an $8M investment fund, which generated $16M in incremental revenue.Utilizing voice of customer data analysis, I drove transformation initiatives enhancing inventory quality, leading to $360k in incremental revenue and the development of 30+ global operating procedures.By harnessing voice of customer data, I identified transformation initiatives to enhance customer experience, resulting in a $6M increase in retention and revenue in the first year.

I spearheaded the integration of Six Sigma, yielding over $1M in productivity savings across 3 regions and overseeing a team of 6 Black Belts.Tailoring a Lean Six Sigma curriculum for 100+ associates, I utilized customer feedback, past training insights, and guidance from the Global Process Excellence team.Selected by the Senior Leadership Team, I contributed to the formulation of a 3-year strategic plan.

Delivered $15M recurring annual revenue, managing 45 full time employees across 3 Strategic Business Units, and was located full time on customer site. I developed business process improvement programs that increased customer satisfaction by 37% and the service contract base by 21%, growing the top line from $5.6M to $6.8M. Created a new hire evaluation and training package which resulted in improved technician productivity by 35%, lowered turnover by 40%, improved quality, and increased morale.

I led a team of 11 Black Belts, all who worked remote and were virtual from Canada to Latin America, that generated $29.3M in productivity savings.I led an international team in gap analysis to standardize delivery process globally.I mentored the largest non-headcount reduction project in the nation with verified results in excess of $6.5M in incremental gross margin.I worked with Regional Vice Presidents to break down our Strategic Plan into projects that were integrated into their individual annual operating plans.

Managed an engineering, estimating, and proposal generation division that produced $100M lighting proposals and solutions nationally resulting in $60M in Booked Orders over 3 years.I developed and implemented a customer feedback forum and linked it to performance evaluation of project managers.I designed and implemented nationwide standards for survey, estimating, proposal generation, and design recommendations. This reduced pre-order engineering time and increased profitability.