United States
Service Delivery & Operations Leader with over 15 years of experience in the K-12 and EdTech sectors. Proven track record of managing high-value portfolios (up to $30M-$50M annual revenue) while driving operational effectiveness and customer satisfaction through exceptional people leadership. Expert in leveraging data-driven insights to optimize service execution, meet complex SLAs, and lead cross-functional teams toward predictable revenue outcomes. CORE COMPETENCIES ● Service Delivery & Operations: Revenue execution through strategic data informed processes, and fulfillment management. ● Portfolio Management: Overseeing large-scale accounts ($15M+) and driving renewal/expansion. ● Data Fluency: Utilizing Salesforce, Tableau, and Power BI to track KPIs and Daily Success Metrics. ● Stakeholder Relationship Management: Building trust with University Partners, K!2 school district leaders & personnel and cultivating trust and influence with internal teams. ● Process Improvement: Developing operational playbooks and repeatable models for success across business sectors ● People Leadership : Partnering with a relationship-first attitude supported by strategic vision and leveraging data-driven insights to create passion, engagement and operational effectiveness within teams and organizations If my background interests you, I'd love to chat about how I can bring value, enthusiasm and improved outcomes to your organization.
● Revenue & Service Execution: Lead a team responsible for service delivery and student retention across a portfolio generating $30M in revenue. ● KPI Management: Improved efficacy by 25% and team engagement by 20% through personalized performance management and data-informed coaching. ● Customer Ownership: Serve as the primary contact for large university partners ($30M-$50M yearly revenue), optimizing learning delivery and identifying resources for client success. ● Data-Driven Decision Making: Leveraged Salesforce and reporting tools to clean data and improve reporting on risk and retention metrics. ● Process Scaling: Implemented operational processes at scale for major partnerships, resulting in a 45% increase in positive stakeholder feedback.
▪ Redesigned onboarding and training programs based on adult learning theory. Resulted in increased employee experience ratings and decreased learner on-boarding time. ▪ Exceeded recruitment goals through effective management of sales pipeline, qualifying leads, consultative sales, active listening, powerful questions, and customer service. ▪ Coached and mentored over 20 young professionals to develop critical skills and create a growth-oriented team culture.
● Strategy & Planning: Cultivated partnerships with public and private sector clients to drive change through data analysis and strategic advising. ● Operational Playbooks: Designed and implemented a strategic playbook and coaching model that improved organizational and team engagement.
Cross-Functional Collaboration: Partnered with Product, Design, and Senior Leadership to launch new learning products and assess the delivery ecosystem. ● Operational Excellence: Conducted learner needs assessments and developed instructional plans for global delivery across 100+ team members.
▪ Founding Leader in startup charter school program. Utilized learning design principles to develop and scale an instructional coach training program, resulting in an average of two years’ growth for learners and exceeding projected growth by 250-275% in reading and math, as measured by NWEA MAP® scores. ▪ Led recruitment, hiring, and operational process creation. Collaborated with the CEO to define strategy and vision, execute plans, establish performance metrics, and address data-driven needs to improve student and organizational success. ▪ Proposed and implemented individualized learning pathways through the GREAT Personalized Learning Model. Focused on student growth, relationship building, learning methodologies, and empowerment. ▪ Successfully implemented Restorative Practices as relationship management to support diversity in the student population which contributed to two years of learning achieved in one year. ▪ Served as a subject matter expert in education technology, demonstrating the value and capabilities of products during engagements and leveraged new technology to increase the impact of learning programs.