• Led 20-member team across Member Operations, Client Implementation, Market Launch, and Licensing & Credentialing, ensuring seamless execution and organizational efficiency.
• Designed and implemented a Center of Excellence program, boosting top-line revenue by $6M while enhancing customer experience.
• Established a high-performing Member Operations team from the ground up, achieving a 17% increase in onboarding rates and reducing time to first appointment from 10 days to under 24 hours.
• Drove client implementation initiatives, cuting time-to-market by 41% (from 90 to 53 days) and achieving 100% client satisfaction.
• Managed regulatory and market expansion strategies, increasing state coverage from 42 to 50 states, streamlining credentialing processes, and securing critical new contracts.
• Overhauled client billing operations, reducing billing inaccuracies from 11% to under 1% within six months, driving financial accuracy and client trust.

• Directed Customer Success, Physician Partnerships, and Implementation teams, managing a $35M P&L and delivering 31% year-over-year revenue growth.
• Elevated client experience by establishing a joint success framework, leading to 9 consecutive quarters of increased NPS scores.
• Restructured teams and optimized operational workflows, achieving a 96% contract renewal rate and reducing churn by 5%.
• Spearheaded the integration of operations with Optum Behavioral Care, successfully retaining 97% of employees post-integration.

Scaled operations to support 5x company growth across four cities by
building and leading Member Support, Customer Success, and
Property Service teams.
• Implemented data-driven metrics, increasing NPS by 35% and
sustaining a CSAT score above 93%.
• Generated new revenue streams, driving business growth with a 63%
margin on service offerings.
• Reduced resolution time for inbound property service requests by
48%, enhancing operational efficiency and customer satisfaction.

• Opened the first remote geography, achieving top ratings for parent
and teacher satisfaction across the network.
• Streamlined operations, improving response times by 15% and ticket
close rates by 12%.