AREAS OF FOCUS

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Operations and Transformation:

• Business, healthcare, and benefits service transformation, process improvement, and change management
• End-to-end customer/patient/member journey design focused on revenue growth, cost containment, and retention
• AI chatbots and robotic process automation to enhance experience and reduce overhead
• Technology governance, quality control, regulatory compliance, and culture building
• Start-up operations leadership, staffing optimization, and budget forecasting

Business Development & Client Success:

• Customer relationship management and client success management
• P&L ownership, budget and revenue forecasting
• Contract negotiations and strategic partnerships
• Customer experience, advocacy, and international outsource/vendor management

Leadership & Strategy:

• Strategic planning and execution, including SWOT analyses and project roadmaps
• International business management and cross-functional collaboration
• Staff management, coaching, mentorship, and interdepartmental alignment
• Executive reporting and trusted advisor to C-level leaders

Education, Healthcare Education, and Student Experience Focus:

• Lead transformation of the student/customer journey for higher education and healthcare education partners
• Design, launch, and optimize healthcare education and certification programs to drive enrollment, completion, and career outcomes
• Develop and implement student and learner-focused operational practices to improve conversion, experience, and retention
• Lead vendor selection and implementation for lead qualification, enrollment, onboarding, and retention services
• Partner with university and institutional leadership (President, COO, CTO, Provost) to address technology gaps, morale, and overall learner experience isssues
• Drive achievement of domestic and international revenue targets, staff productivity gains, and CSAT improvements