New York, New York, United States
Driven, results-oriented senior operations professional with experience overseeing all customer-facing teams including Professional Services, Client Support, Customer Success, and Managed Services as well as all functions necessary to carry out software development. Proven track record of helping scale organizations that deliver superior service, repeatable results and engage individual accountability. Skilled at working with startups to large organizations with an ability to inspire loyalty and gain collective buy-in to organizational initiatives. Exceptional communication and people skills, adept at building and mentoring diverse, high-performing teams. Talent for creating processes and procedures that decrease costs, improve productivity, and increase profitability. Proficient at aligning strategy with operational initiatives, vision, and goals. Committed to the highest standard of professional excellence. Areas of Expertise: ★ Organizational Leadership | ★ Creative Problem Solving | ★ Data-Driven Decision Making ★ Transparent Communication | ★ Change Management | ★ Performance Management ★ Operations Management | ★ Budget & Planning | ★ Client Experience ★ Roadmap Creation | ★ Resource Management | ★ Outsourcing ★ Employee Benefits | ★ Culture Creation | ★ Team Building ☛ Feel free to contact me – 📧 [email protected]
► Advise on corporate strategy, business process optimization, organizational design, and people development. ► Consult with private equity companies on industry trends and market competition. ► Implement annual budgeting processes for forecasting revenue and projecting headcount. ► Design programs for onboarding new hires in an efficient and scalable fashion during periods of high growth. ► Install performance management processes to encourage feedback loops and accountability.
► Provided financial oversight and engaged 3rd party firm to perform regular bookkeeping and reporting, including budget and forecasting. ► Led marketing campaigns and initiative to rebrand company, including deploying new website. ► Executed PEO onboarding for payroll and a full suite of benefits for employees.
► Member of Executive team, reporting to the CEO, and responsible for > 150 FTEs and half of the total revenue. ► Managed customer-facing teams responsible for ensuring a superior customer experience throughout the entire client lifecycle. Leveraged relationships with Product Team to help overall product roadmap for clients. ► Played key role in due diligence and bid selection processes resulting in acquisitions by Stone Point Capital and Vista Equity Partners. ► Led integration effort following merger with Alta Return for entire Professional Services department which accounted for > 185 team members.
► Reported to CEO and managed Professional Services department of 100 team members which was responsible for average revenue and EBITDA growth of 15-20% annually. ► Developed and implemented end to end process for implementing clients and carrying out large-scale, bespoke consulting engagements. ► Primarily responsible for approving contractual SOWs for > 100 existing clients. ► Spearheaded design of recruiting strategy used to hire > 50% of the company’s annual hires. ► Executed org restructure to streamline operations and increase customer satisfaction.
► Quadrupled the team of engineers supporting client engagements while establishing processes to ensure consistency in output and quality. ► Designed and implemented the first training program eventually used as the template for entire company.
► Managed PMO style team of 3 employees and acted as project manager for all major technology initiatives. ► Responsible for improving help desk efficiency and response times by more than 50%. ► Managed 8 employees for > $15M in monthly loan volume and > 4% profit margin on secondary market sales. ► Pioneered Management Trainee Program as envisioned by the CEO & Founder.