VP, Global Professional Services and Operations & GM for Draper office – Draper, UTResponsible for managing worldwide PS which includes: Implementation, Project Management, Onsite delivery, Logistics, Operations, and 3rd party integrations. KPIs include: strategic planning, revenue growth, renewal rate, operational standardization, P&L, culture, employee engagement & retention, and client satisfaction.- 420 team members spread through 17 international offices and work from home- Reorganized team to focus on client retention and business operations- Stabilized client retention from a declining client list- Implemented business dashboards to get real-time view into business operations & KPIs- Standardized operational delivery across the division- Improved employee morale and engagement by 35% from previous year’s surveyGlobal Regional Office Council Leader – Draper, UTLeader of the Regional Office Council (ROC) for 17 worldwide regional offices with responsibility for engagement, standardization, and new acquisition onboarding.- Launched new ROC handbook- Standardized on emergency response processes- Mentor new office leadership including new acquisitions- Set standards for culture, budget, purchasing, and onboarding processes- Rolled out holiday hours and PTO standardization- Lead onboarding standardization project

Manages the overall operations of the company, including product development, marketing, communications, and logistics. Work with the executive team to develop strategies to meet investor, consumer, and employee needs. Communicates with people inside and outside the company to discover what policies, products, and marketing strategies will help it move forward. - Led company through a successful exit- Brought company to cash flow positive in preparation for exit- Identified and launched new acquisition channels- Improved overall gross profit by 18%- Improved customer satisfaction by 20%- Improved lifetime customer retention by 197%- Improved LTV/CAC ratio by 174%

Set strategic direction for rapidly growing business including the design and implementation of processes, KPIs, org structure, voice of the customer, outsourcing strategy, customer experience, compensation model, technology requirements, and customer journey map. Overall responsibility in defining and monitoring the customer experience across all divisions.- Developed strategic direction for customer experience and achieved board approval- Developed and implemented strategic outsource strategy- Revenue attainment of 125%- Reduced early member attrition by 59%- Improved SLA by 20%- Improved NPS by 15%

Developing and executing strategy and vision for all services teams including: support center, professional services, proactive field support, implementation, and data services.

Developing strategy and vision for services. Leading services teams to deliver all aspects of software implementation, training, and data migrations for SaaS solution in the healthcare industry. Managing over 120 employees and 150 contractors.

Defining and executing executive strategy and vision to improve processes for a better client experience. Leading teams to deliver all aspects of software implementation, training, and support. Direct organization of 120 employees and managing 340 contractor resources to deliver an exceptional client experience.

A small business owner managing a full portfolio of insurance, financial, and health care services to individuals and small businesses.

Manage all aspects of service and training for the Southeast and Northeast regions. Including P&L, performance KPIs, financial KPIs, business development, mentoring, and developing high performance teams to support fortune 100 clients.

Managed Southeast region field services team supporting fortune 100 clients. Included relationship management, business development, performance KPIs, and financial KPIs.

Guaranteed delivery of phone and web support for Novell's flagship product and properly manage all aspects of support center delivery.

Channel account management for 800+ channel partners. Responsible for all channel training, business development, and revenue attainment.