Experience

TCI (Teachers' Curriculum Institute)

• United States
• Education Administration Programs
• 1 - 100 Employee

• Chief Operating Officer

  • May 2016 - Present

  • Hire, train, and manage the leaders and staff who handle all aspects of customer and sales support, including product order fulfillment and tech support.• Develop staffing and vendor sourcing plans to ensure exceptional support for extremely seasonal business.• Develop and manage customer experience KPIs, ensuring visibility throughout the company• Advocate on behalf of customer for product feature changes to improve user experience and implementation with company’s SaaS product.• Manage IT strategy and vendors.• Help coordinate logistics strategy and source and manage product and logistics vendors.• Work with BizOps Director to ensure business systems are current, integrated, and automated where possible.• Provide direct management of or oversight for various departmental budgets.• Manage legal framework including privacy policy and business terms, as well as providing contract review.



Hardy Group PLC

• Management Consultant, Attorney

  • Jan 2012 - May 2016

  • Provided strategic business operations planning to help companies evaluate and implement new business initiatives. • Provided cross-functional project management, motivating teams to work together to achieve corporate objectives. • Led continuous process improvement projects, helping to implement new tools and processes to improve operational efficiencies.• Drafted and negotiated contracts, including supplier, vendor, and customer agreements.• Drafted and maintained online privacy and data protection policies.



TCI (Teachers' Curriculum Institute)

• United States
• Education Administration Programs
• 1 - 100 Employee

• Operations Director

  • Sep 2004 - Jan 2012

  • Built the Operations Team (IT, Accounting, Customer Service, Software Development, Inventory and Warehousing departments) of K-12 EdTech and Publishing company through strategic hiring, mentoring, and professional development.• As a member of the Strategic Team, helped create and implement two successful multi-year strategic plans and annual company goals in support of those plans.• Led the Operations Team in building and maintaining the operational infrastructure that supported the company’s business, sales, and product development processes. • Led on continuous process improvement, increasing operational efficiency through process and policy changes, the adoption of off-the-shelf SaaS tools, and custom software development.• Managed the overhead, customer service, software development, and COGs budgets, achieving exceptional gross and operating margins. • Served as product manager in agile development process, ensuring the features of customer-facing product met the pedagogical goals of content developers and implementation needs of customers. • Led scalability efforts, for example bringing software development in house and establishing it as a core competency of the company to support the rapidly growing number of subscription users.• Provided legal guidance on issues including online privacy, trademarks, copyrights, contract management, indirect taxes and corporate compliance.• Led customer voice integration efforts including initiating customer satisfaction surveys and integrating user testing into product development process. • Provided capacity planning, including establishing strategic business relationships with third-party data entry, product fulfillment, and warehousing facilities suppliers to reduce order fulfillment time and achieve a 5% increase in the operating margin. • Led order management for both SaaS and physical inventory products, continuously improving the process while tracking performance through monthly dashboard and metrics.

• Operations Manager

  • Feb 1998 - Sep 2004

  • Led Customer Service and Warehouse departments in providing helpful, timely, and cost effective sales order fulfillment for a then 100% print publishing company. • Created and managed the purchasing and inventory strategy for both just-in-time inventory and products that turned on an annual basis, achieving excellent gross margins for a small but growing company.• Sourced all product and freight vendors and provided on-going vendor management.