Resourceful and results-driven leader with 15+ years of experience in leading multi-million-dollar digital initiatives, steering complex, large-scale projects, implementing strategic plans, and optimizing operational processes.
Demonstrated success in managing cross-functional teams and delivering programs that surpass organizational goals. Track record of improving operational efficiencies, implementing cost-saving measures, and fostering team productivity. Renowned for detail-oriented and analytical approach, adept at problem-solving and decision-making. Excel in fast-paced environments, consistently delivering projects on time and within budget. Dynamic leader with excellent communication and interpersonal skills, recognized for building strong relationships with stakeholders, clients, and team members. Committed to transforming strategic plans into workable solutions and benchmarking performance against key operational targets.
Areas of Expertise
Professional Experience
PEARSON, New York 2019 to Present
Director, Digital Initiatives and Operations Improvement
Implement end-to-end operational improvements for digital and rental product offerings, enhancing operational efficiency and customer satisfaction. Identify opportunities to grow digital product market share, resulting in enhanced customer experience and increased revenue. Coordinate with cross-functional teams within Pearson to develop and implement future digital offerings, fostering innovation and staying ahead of market trends. Assume role of global program lead for print on demand in partnership with Amazon, integrating new, efficient print model that reduced overhead costs and improved customer reach. Manage change, communication, and training activities, ensuring smooth transitions and high levels of team engagement and competency during critical operational changes. Demonstrate exceptional team leadership through direct line management and effective matrix management, building high-performing team culture that consistently met and exceeded organizational goals.
Key Contributions:
Spearheaded digital initiative strategy's leadership, focusing on strategy implementation and operational management with Pearson's channel partners, resulting in strengthened relationships and improved efficiency.
Operationalized, launched, evolved, and expanded Pearson's flagship subscription product, Pearson+, significantly increasing user adoption and market penetration.
Eliminated physical digital access cards, leading to streamlined digital access process and reduced material costs.
Drove enhancement of inclusive access digital model with educational institutions and resellers, ensuring sustainable growth and optimized user experience, leading to increased stakeholder satisfaction and engagement.
Led global operational business transformation from physical saleable products to subscription digital/rental model, driving end-to-end process and technology improvements resulting in increased agility, cost savings, and stronger market position.
PEARSON, London 2017 to 2019
Head of Business Improvement
Spearheaded departmental leadership in continuous business improvement initiatives, resulting in enhanced efficiency and productivity. Took operational and strategic command of project delivery, process improvement, data analytics, communication (both internal and external), complaints management, and certificate generation operations, achieving streamlined processes and enhanced data-driven decision-making.
Key Contributions:
Led governance process and chaired board, achieving robust governance, accountability, and strategic alignment, earning industry awards.
Drove project development and execution, encompassing new telephony and CRM system integration, alongside process enhancements, leading to improved customer engagement and operational agility.
Cambridge University Press & Assessment, Cambridge, UK 2015 to 2017
Business Strategist
Pioneered strategic direction for department generating annual revenues of £60M, contributing to sustained financial growth and market leadership. Conducted comprehensive market analysis, future forecasting, and risk/benefit assessments, identifying key market opportunities and mitigating potential threats. Oversaw strategic review of product portfolio as program manager, aligning product development with market demands and business objectives.
Key Contributions:
Forecasted sales, revenue, and operational planning metrics, ensuring accurate budget allocation and resource management for optimal performance.
Led strategic review of customer proposition lifecycle, enhancing customer satisfaction and loyalty through tailored service offerings.
Steered organizational restructuring as program manager, driving organizational efficiency ...
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