Hagerstown, Maryland, United States
High-impact Executive Leader & Chief of Staff with a 20+ year record of building & scaling global Professional Services orgs within high-growth SaaS environments & elite military operations. Proven expert in driving M&A integrations, achieving 4x revenue growth post-acquisition, & transforming business units into multi-million dollar revenue engines via AI & automation. Core Executive Impact: Global Scale: Directed 100+ person organizations & managed portfolios exceeding $100M while leading post-acquisition integrations for Salesforce & Spiff. Operational Excellence: Engineered a PS turnaround that improved margins from -200% to -60% & increased team utilization to a 78% target. Digital Transformation: Accelerated delivery by 83% & automated 265k+ accounts to capture $30M in revenue via zero-touch onboarding. Strategic Leadership: Site Lead Planner for 10+ National Special Security Events, directing 100-person task forces for the White House Military Office. Areas of Expertise: Strategic Operations P&L Management M&A Integration Revenue Operations AI Strategy & Agentic Workflows Global Delivery Center Strategy Organizational Design
M&A & Organizational Design: Orchestrated the seamless transition of 60 global staff members into the Salesforce ecosystem & designed new delivery frameworks that scaled revenue 4x post-acquisition. Enterprise Financial Stewardship: Managed a $100M+ booking portfolio & acted as the final SOW approval authority for global enterprise contracts to ensure deal integrity & margin health. Operational Excellence & Scale: Improved team utilization from 56% to 78% & increased project delivery speed by 15% through the implementation of standardized "Wagile" methodologies. AI Strategy & Workflow Innovation: Spearheaded the first AI-driven workflow integration for the practice via Agentforce & NotebookLM, reducing design time for consultants & ensuring global consistency. Revenue Retention & Strategic Saves: Served as Executive Sponsor for 25+ high-stakes accounts & secured $2.5M in ARR by establishing a formalized escalation path between Sales, Success, & Product. Global Leadership: Directed a multi-tier organization across AMER, EMEA, & LATAM, ensuring cross-functional alignment on strategic accounts & large-scale digital transformation projects.
Acquired by Salesforce Financial Turnaround & Margin Repair: Engineered a 140% improvement in gross margin (moving from -200% to -60%) by implementing strict scope controls & utilization targets. Operational Scalability: Reduced implementation timelines by 83% (from 6 months to 2–3 months) by productizing service offerings & standardizing the "menu of services" for the sales team. Strategic Infrastructure & Global PMO: Architected a global PMO & scaled an Argentina delivery hub to support AMER & EMEA operations while maintaining high-quality standards & lower cost-to-serve. Technical Governance: Directed technical teams to automate millions of financial records via Workato across ERP & HRIS systems, ensuring audit-ready calculations & faster time-to-value. Resource Optimization: Increased billable utilization by 20% through a new data-driven governance model that tracked burn rates & schedule variance in real-time. Cross-functional Alignment: Partnered with Product & Engineering to pivot the delivery model toward a tech-enabled onboarding framework, reducing manual effort & improving customer satisfaction.
Core Mandate: Appointed to transform & consolidate fragmented client implementation functions following a period of high organizational complexity & multiple acquisitions. Organizational Transformation: Centralized delivery for 13 services across 4 acquired companies, integrating fragmented team structures into a unified North American delivery model. Enterprise Portfolio Management: Orchestrated the delivery of a $75M service portfolio while managing a 50-person organization across the North American market. Governance & Compliance: Led a successful SOC compliance initiative for the unified organization, establishing the rigorous controls & audit trails required for enterprise business services. Operational Reporting & Visibility: Integrated multiple disparate tracking systems into a single executive-level dashboard to provide real-time visibility into project health & resource utilization. Strategic Resource Optimization: Eliminated delivery silos by transitioning legacy staff into a cross-trained "flex" resource pool, increasing utilization & organizational agility. Process Engineering: Developed a "quick-start" onboarding model that accelerated time-to-value for enterprise customers by 10 weeks while maintaining strict regulatory rigor.
Core Mandate: Brought in during a period of rapid growth to build & scale the Professional Services & PMO functions from the ground up for a high-growth HR-tech startup. Departmental Architecture: Built the Professional Services function from scratch, hiring & mentoring a 20-person global delivery team while establishing the organizational structure to support high-velocity growth. Operational Scale: Scaled Professional Services operations 4x in under six months, aligning delivery capacity & governance with accelerating sales demand. Implementation Framework: Reduced Time-to-Value (TTV) from 90 days to 60 days by engineering a standardized delivery methodology & playbooks used across the organization. Tech Stack Strategy: Spearheaded the selection & deployment of enterprise PSA tools, successfully transitioning 100+ active projects while improving client visibility & project tracking. Product-Delivery Bridge: Acted as the primary liaison between early enterprise customers & Engineering, translating implementation hurdles into prioritized product features to unlock revenue. Financial Governance: Executed a major revision of Statement of Work (SOW) templates & pricing models to align delivery expectations with sales promises & protect project margins.
Core Mandate: Directed the implementation strategy & 40-person organization for a high-volume portfolio, managing $100M+ in revenue & driving 10x growth for a specialized business unit. Hyper-Growth & Revenue Scale: Transformed a specialized business unit from $3M to $30M in revenue by designing a scalable delivery engine that supported an 800% increase in active clients without adding headcount. Digital Transformation & Automation: Architected zero-touch onboarding & RPA-driven workflows, automating 265k+ accounts to cut time-to-value from 60 days to 1 day & capture $30M in revenue. Customer Experience Transformation: Redesigned customer journeys & launched formal success handoffs, resulting in a 70-point swing in implementation NPS (from -10 to 60). Global Resource Strategy: Built & managed a high-performing offshore delivery unit in India, establishing SOPs to enable 24/7 coverage & reducing labor costs by 30%. Operational Strategy & GTM Pivot: Analyzed 3 years of performance data to identify high-failure segments, acting as the catalyst for a GTM pivot that reclaimed 20% of team capacity for high-margin delivery. Compliance & Governance Excellence: Managed delivery for 5,000 clients & millions of records with zero SOC/SOX audit findings over 5 years by implementing 100% pre-live QA frameworks.