Lead large-scale strategic and operational projects for clients in healthcare, wellness & retail. Executing strategic assessments of current state, identifying and implementing initiatives to bring about transformation and growth.

Senior Vice President of Sales Operations and General Manager of US, December 2019-July 2020 Vice President of Customer Experience, February 2019-November 2019
Led Sales, Product Development and Learning & Development for leading medically supervised weight loss program across US & Canada with ~1600 locations. Also ran sales operations organization providing service and support for both clinics and field organization as well as the international business including BI, communications, and special events.
• Established Learning & Development function and launched online platform for staff and clinics.
• Built out Canadian sales team including a conversion of consultants to employees, developing reporting and KPIs.
• Integrated and led supply chain functions across Ideal Protein and pharmaceutical manufacturing subsidiary.
• Lead annual strategic planning process including developing lender and board presentations and company communications.

Ran Styling and Customer Experience teamsfor leading women's plus-size styling service. Responsible forensuring customers were sent merchandise they would love and receive service that will delight them. Articulated and implemented strategy to best serve customers to drive retention, increase spend and drive word-of-mouth acquisitions. Collaborated with product and technology to reimagine, redesign and roll out various custom-built tools used by stylists and associates.
• Ran team of several hundred stylists working remotely across three markets to style thousands of boxes each day for customers as well as a team of 50+ CX Associates responding to thousands of daily customer inquiries across traditional and social channels.
• Reduced median first response time by 50% by better leveraging ticketing tools, redesigning training for associates and ensuring staffing and scheduling aligned with demand in addition to rolling out metrics dashboards toteam.
• Reduced time required to onboard

Led $65+ million division of FD dedicated to servicing offices, hospitals, schools and other commercial organizations in New York and Philadelphia. Owned P&L, managed long term strategy and day-to-day operations including sales, marketing, finance, analytics and customer service. Drove topline growth as well and delivered high quality service to thousands of active customers.
• Grew business more than 30% in 2 years through innovative marketing and sales campaigns to acquire new customers and significantly increased spend from existing customers.
• Developed and launched pilot for new line of business forecasted to increase sales by at least 50% in next 3years.
• Led cross-functional team of operations representatives to design and roll-out operations manual with well-documented processes, service level expectations and escalation procedures to ensure B2B customer needs were met while saving costs.
• Designed new operational processes for sales team to lower administrative burden w

Directed large, cross-functional teams across organization to design and implement significant operational and technology changes. Managed day-to-day operations, including policies, processes, and systems supporting 15,000 field employees. Served as COO for new line of business that delivers personal coaching to members.
• Worked directly with coaches and consumers to articulate initial and ongoing product requirements. Provided coaches with all tools, training, and system functionality needed to deliver high-quality memberexperience.
• Managed P&L for coaching, made all resourcing, marketing and pricing decisions including staff compensation and employment model. Oversaw launch of business and ensured high quality continuous service as team ramped up
• Led team of 50 working to reimagine and replace Meeting room systems, including capturing member-level data and point of sale capabilities to support growing healthcare business. Designed new mobile Point of Sale platform targeted to

Led implementation of transformational 2011 PointsPlus program for Meetings and online business within North America. Wrote product requirements for member experience and field employee training and tools. Prioritized thousands of requirements from 12 different departments within North America and internationally, resulting in sign-up growth of 25% in North American Meetings business following five years of multi-digit declines. Drove member satisfaction increase of more than 20% by introducing new Program. Supported desired operational changes while improving satisfaction of field employees and members.
• Developed and implemented strategy to remodel, re-brand and modernize 800 retail locations.
• Built prototype stores, showing significant improvements on majority of analyzed metrics.
• Partnered with business development team to roll out ten locations within Walmart and 24 Hour FitnessStores.
• Ensured pilots provided learnings to redirect future retail strategy.

Directed strategic projects, including business development opportunities internationally. Led effort to research and launch Meetings in China, including fielding extensive market research and designing organization and infrastructure needs. Developed methodology to enter new markets for first time without local field employees on ground. Ensured four-year operation in China contributed to company knowledge base and strategy for entering newmarkets.

Led teams working on projects to support growth initiatives and oversaw annual planning process. Developed new subscription payment plan for Meetings business. Converted over 80% of membership to payment option with attractive pricing, staff incentives, and effective marketing. Worked closely with technology team to bring in-person and digital experiences together for first time, resulting in increase in profit of over 20%.

• Served healthcare and retail clients to address strategic, organizational, and operational issues using extensive consumer research and financial modeling.
• Steered analysis for $10 billion retail company's online division to improve profitability by better meeting customer needs and expectations. Identified 4% margin improvement. Designed and fielded survey to determine loyalty, satisfaction, and level of cannibalization to prioritize merchandising categories to include and expand on website.

Authored product requirements document for rapidly growing start-­‐up provider of
pricing and promotion optimization software to retailers.