Oversaw business transformation team in implementing more contemporary processes, tools, and behaviors for clients and internal organization. Managed large portfolio of diverse projects and $10M+ budget. Served as temporary deputy executive for sales and business development directing growth strategy. Steered process engineering team in executing strategic plan, oversaw project management office (PMO), business intelligence & sales operations functions.

Built and launched center of excellence and directed shared services for content division of 6,500+ people across 5 global locations. Designed and implemented new organizational structure, operating and engagement models, global command center, and customer success manager model. Supervised 7 direct reports accountable for 125+ employees and over $4.25M annual budget. Collaborated with stakeholders to execute key operating efforts. Implemented and led strategic plans. Managed business operations and change management.

Launched robust programs to streamline operational processes. Directed portfolio of 50+ strategic accounts aligning content service managers with top clients and increasing experience ratings for customers. Founded new quality and service governance department to measure, monitor, and report on performance metrics, emerging trends, and data susceptibility.