Reporting to the CEO, spearheaded all facets of global operations, including sales support, customer service, real estate referrals, new client implementation, client contract and order entry, global technical training, and quality assurance.  • Owned and led 7 of Cartus’ largest client relationships as Executive Sponsor. • Led over 600 Operations team members across the US, EMEA, and APAC with a budget over $50m. •  Strategically realigned support operations leading to increased client retention (> 98%), process optimization, and significant cost reduction.

Reporting to the COO, significantly increased the 10-year customer satisfaction standard to historical highs, by improving focus and execution, including: developing new performance criteria, instituting and funding service rep incentives, acquiring key talent, leveraging and homogenizing best practices from merged companies, initiating critical compensation actions, establishing targeted KPIs, introducing innovative reporting technology, and increasing cross functional collaboration. • Increased customer satisfaction results 5 consecutive years to all-time highs. • Reduced operating expense by over 15% with minimal capital expenditure. • Directed over 400 customer service employees in 7 US / Canada offices. • Exceeded the company average Employee Engagement score across the US and Canada.

Serving as leader of Cartus’ largest global region, managed a large team of account executives whose goal was to retain and grow a global portfolio of 250 clients, comprising revenue of over $125M. Directed a customer service team of over 300 employees, servicing approximately 60,000 relocating employees annually. • Expanded over 100 client relationships and increased revenue retention (>98%) by leveraging the highest client and customer satisfaction levels in the company’s history. • Using Six Sigma techniques, reduced operating expenses over 15%.

Oversaw initial development and sales support of complex international services, inclusive of cost of living, tax, payroll, and immigration services integration, growing the business from concept to over $6M in revenue in 5 years, adding 65 clients and 70 employees across the US, EMEA, and APAC.