Greater Seattle Area
Success, Operations, and Product executive and Board Advisor with deep experience building new organizational capabilities and transforming organizational DNA to enable profitable growth. Experienced at leading teams to change mindset and behaviors to accelerate business growth. Deftly brings order to chaos, strikes the right balance between action and analysis, biased toward data to drive decisions, build processes, and direct activities yet always cognizant of the human side of business. Able to connect with others and tell stories hidden in data, providing the catalyst to build trust, drive sustainable change & propel the business in unimaginable ways. Customer Success - Led CRM effort for Customer Service, Provider Network, Sales & Marketing functions. Transformed siloed thinking, unified disparate data sources to create complete view of customers’ digital interactions. Raised Overall Satisfaction by 20% - Drove CRM upgrade/expansion; captured real time feedback, spiked loyalty due to richer digital interactions - P & L responsibility; transformed cost center to profit center. Grew revenues by >$10M in first year, exceeded goal by 20% - Led and built high performing 65-person product and services team, revenue growth>$100M in 9 months Operations - Transformed operational focus to align with GTM strategy; built sustainable organization, leveraged digital tools to improve margins - Planned and executed complex, cross-functional services for benefit of >10M eBay sellers globally - Reduced annual losses by >$20M while improving customer loyalty (NPS) w/Buyer Protection program - Created new tools & processes to optimize overall product mix and value of individual pipeline products. Drove project success by aligning multiple cross-functional VPs and teams using common goals, data & valuation models. Increased portfolio value by $500M. - Led Capex governance, through rigorous analysis and focus drove Capex reductions >$1B Product - Owned critical Product (Find Care), uncovered poor performance root causes, led product team & created roadmap to deliver 45% improvement in performance of company’s most critical product - Built culture of customer centered design; first digital product increased customer engagement >25% - Created Design Thinking and Design Sprint capability in multiple companies to build targeted, profitable products
Zelis is modernizing the healthcare financial experience for all. We are working on behalf of more than 770 insurers nationwide to optimize the cost of care through intelligent claims management, to power faster and more seamless payments, and to bring more clarity to the financial journey.
Focus on seed/angel investment in companies with enormous opportunity to streamline business processes and grow customer base - Mentored COO, drove focus on GTM strategy, and operational processes to support and succeed. Top line increased 75% in 6 mos. - Purchased local business, transformed delivery model, expanded product offerings and grew revenue 2X in 18 mos.
Key advisor and thought leader in diversifying digital product offerings / lines of business. Advise CEO on product fit and leveraging existing customer loyalty to ignite and grow new revenue streams. Built Go-To-Market (GTM) strategy and accompanying operational capability for next product.
Provided guidance to early-stage company to scale for explosive growth. Built Go-To-Market (GTM) strategy and accompanying operational capability - Guided COO during time of hyper growth; advised on targeted GTM strategy to drive and achieve aggressive revenue targets - Transformed operational focus to align with GTM strategy; built sustainable organization, leveraged digital tools to improve margins - Mentored founder and CEO to understand growth levers, how to make trade off decisions, and how to keep team motivated
Member of Senior Leadership Team focused on data and analytics to inform how best to drive CX, product design, go to market efforts and customer support to achieve our purpose of improving customers' lives by making healthcare work better. Led legacy industry to adopt B2B SaaS mindset and metrics to drive Customer Success. Led team of 35 including Design Researchers, Design Strategists, UX Designers, and Data Analytics experts to drive Digital and CX transformation. Prioritized the operations necessary to support delivery of great experiences; transitioned from smaller, discrete efforts to a system-wide, integrated approach that addressed the entire health journey. Created sustainable operational and process infrastructure to incent the right behaviors to drive customer centricity including robust metrics to measure success.