Global digital-first marketing and technology services organization spanning ecommerce, media, advertising, and AI-driven platforms. Led global operations and customer success across North America, EMEA, APAC, and LATAM (U.S., Netherlands, UAE, India, Argentina, South Korea), owning end-to-end delivery, customer outcomes, and operational performance. Accountable for a $70M enterprise client portfolio, global P&L, and the design of a scalable operating model integrating strategy, execution, and measurable business outcomes. Reported to the Chief Operating Officer. • Scaled global operating infrastructure to support rapid international expansion, aligning delivery, customer success, and internal operations across six regions and improving delivery consistency and margin performance • Owned $70M enterprise portfolio, increasing Net Revenue Retention and expansion through structured lifecycle management, contract governance, and executive client engagement • Improved gross margin and delivery health by optimizing global resource models, increasing utilization, and reducing cost-to-serve through process standardization and automation • Reduced time-to-value and accelerated revenue realization by implementing global SLAs, KPIs, and standardized delivery frameworks across all regions • Designed and deployed AI-driven SaaS platform integrating reporting, dashboards, and agentic automation to optimize third-party SaaS environments, improving operational efficiency and performance outcomes • Built and institutionalized customer success function, including segmentation, lifecycle playbooks, health scoring, and automation—driving measurable improvements in NRR, GRR, and churn reduction • Strengthened enterprise relationships by securing five multi-year contracts exceeding $10M each, expanding long-term revenue and strategic partnerships • Drove 15–25% engagement lift and 20% sales lift for Fortune 500 clients through data-driven personalization, advanced analytics, and integrated marketing strategies • Reduced production costs by 18% and improved speed-to-market by 30% through workflow optimization, automation, and cross-functional alignment with Product, Sales, and Creative teams • Directed global strategy for digital media and content services, delivering a 15% improvement in ROI across integrated client programs

AI and data consulting firm specializing in cloud migration, data integration, and advanced analytics solutions across enterprise clients. Led global technical delivery and client engagement, owning end-to-end execution, customer outcomes, and P&L performance across a $25M enterprise portfolio. Built and scaled a global delivery model spanning the U.S., India, and Eastern Europe (Serbia, Baltics), aligning strategy, delivery, and customer success to support rapid company growth. Reported directly to the CEO and Board of Directors. • Scaled global delivery organization across U.S., India, Serbia, Estonia, and Lithuania, achieving 85%+ utilization while improving delivery consistency and operational efficiency • Owned $25M enterprise portfolio (Amazon, Motorola, T-Mobile, Humana, Sumitomo, Bezos Academy), growing revenue 30% while maintaining 60%+ delivery margins across $1M–$1.5M engagements • Improved gross margin from 24% to 37% by launching a global PMO, standardizing delivery frameworks, and optimizing resource allocation and cost structures • Built Client Engagement function, increasing retention from 75% to 90% through structured lifecycle management, executive engagement, and expansion strategies • Established global KPIs, SLAs, and delivery standards, improving on-time/on-budget performance, reducing time-to-value, and lowering cost-to-serve • Designed and implemented customer success frameworks (segmentation, playbooks, health scoring, lifecycle automation) driving improvements in NRR, GRR, and expansion revenue • Developed pricing and commercial strategy, increasing average order value by 30% and improving profitability through vendor contract renegotiation • Created and launched 5 Azure and AWS Marketplace offerings, driving a 30% increase in revenue from strategic accounts within 6 months • Led AI and data-driven engagement solutions for retail and CPG clients, increasing in-store conversion rates from 4% to 18% • Built Project Management Excellence Program, reducing risk detection time by 30% and improving predictability across 10+ concurrent enterprise programs • Developed leadership and technical career programs for 20+ delivery professionals, increasing employee engagement and retention by 30% • Served as subject matter expert for Retail, eCommerce, and CPG verticals, influencing go-to market strategy and solution design

Global leader in commercial insurance and surety, operating one of the largest surety platforms worldwide. Led global digital transformation and online operations for Liberty Mutual’s international surety business, consolidating regional platforms into a unified global P&L across North America, EMEA, LATAM, and APAC (U.S., Canada, U.K., Mexico, Brazil, Argentina, Italy, Japan). Accountable for scaling online distribution, modernizing underwriting infrastructure, and ensuring regulatory compliance across multiple jurisdictions. Reported to the Chief Underwriting Officer. • Directed $650M global digital surety portfolio, unifying regional strategies into a single operating model while ensuring compliance with country-specific regulatory requirements • Increased platform adoption by 190% across broker and agent channels by introducing B2B digital programs, automation, and streamlined underwriting workflows • Reduced underwriting cycle times and improved acceptance rates by implementing automated decisioning frameworks and integrating direct submission pipelines with granting authorities • Established global KPIs, SLAs, and delivery standards, improving applicant recency/frequency, reducing churn, and enhancing overall underwriting performance • Built and led a distributed team of 25 across IT and operations in 5 countries, driving cross regional alignment, execution, and platform scalability • Designed and implemented global data and analytics framework (Tableau, Power BI), enabling real-time performance visibility and improving executive decision-making • Developed omni-channel digital growth strategy (SEO, paid media, email, social, and events), increasing engagement with third-party agencies by 25% globally • Optimized vendor ecosystem across 15+ partners, negotiating global MSAs and reducing operating costs by 10% while improving delivery quality • Consolidated and scaled technical capabilities across markets, leveraging reusable platform components to accelerate international expansion and reduce duplication • Represented Liberty Mutual in global industry forums (NASBP, SFAA), serving as Chair of NASBP Technical Standards Board and SFAA Data Standards Committee • Co-authored ACORD XBRL Surety Data Reporting Standards, influencing global data interoperability and modernization across the surety industry

SaaS-based ecommerce platform enabling enterprise brands to manage digital storefronts, marketing, fulfillment, and customer experience at scale. Led end-to-end ecommerce operations for enterprise clients, owning platform strategy, commercial performance, and operational execution across product, marketing, fulfillment, and customer experience. Managed full P&L for a $75M B2C portfolio, driving scalable growth through integrated digital, technology, and supply chain optimization. • Owned $75M P&L, delivering 15–20% YoY revenue growth in a mature 5% growth market through pricing, channel expansion, and operational optimization • Defined and executed product roadmap, aligning Product and Engineering to enhance platform scalability, performance, and customer experience • Led digital marketing and demand generation strategy (SEO, paid media, lifecycle), improving acquisition, conversion rates, and customer lifetime value • Increased customer lifetime value by 25% through launch of loyalty programs leveraging personalization, customer insights, and targeted engagement strategies • Delivered $24M in incremental revenue through innovative omnichannel initiatives, including pop up retail experiences and curated product strategies • Optimized fulfillment and logistics operations, improving order accuracy, delivery speed, and cost to-serve through automation and network optimization • Built and scaled customer service operations, implementing SLAs and performance frameworks to improve CSAT, retention, and operational efficiency • Established KPI framework across revenue, CAC/LTV, conversion, fulfillment, and customer experience, enabling data-driven decision-making • Reduced vendor costs by 35% through contract consolidation, renegotiation, and performance management across logistics, marketing, and technology partners • Drove cross-functional alignment across Product, Engineering, Marketing, and Supply Chain to deliver seamless, end-to-end ecommerce experiences • Implemented automation and platform enhancements to improve scalability, reduce manual effort, and accelerate time-to-market • Partnered with 15 enterprise clients to implement system upgrades and innovation initiatives, improving operational efficiency and platform adoption

Led end-to-end implementation of SaaS platforms supporting ERP, fulfillment and logistics, back-office accounting, and point-of-sale systems for enterprise Retail, Restaurant, and CPG clients, ensuring delivery aligned to business objectives and measurable outcomes. Directed cross-functional teams across product, engineering, and client stakeholders to execute complex deployments on time and within scope. Managed enterprise client relationships, driving adoption, change management, and long-term scalability across multi-location operations. Established implementation frameworks, project governance, and performance metrics to improve delivery consistency, time-to-value, and customer satisfaction. Enabled operational transformation by aligning technology solutions with business processes, improving efficiency across supply chain, financial operations, and in-store systems.

Led globally distributed teams across Europe, South America, North America, and Asia to deliver localization and globalization solutions enabling enterprise clients to scale technology across languages, regions, and regulatory environments. Directed end-to-end program execution, ensuring alignment to client objectives, on-time delivery, budget adherence, and high-quality, culturally accurate outputs. Managed cross-functional collaboration across linguistics, engineering, and operations teams to drive consistency, scalability, and operational efficiency across complex global programs. Established governance frameworks, KPIs, and delivery standards to improve quality, reduce cycle times, and enhance client satisfaction. Partnered with enterprise stakeholders to align globalization strategies with product launches and market expansion initiatives, driving measurable business impact and long-term client retention.

Drove global revenue growth by identifying, pursuing, and closing new business opportunities for point-of sale and event management software serving movie theaters and live performance venues. Built and expanded strategic relationships with enterprise clients, managing complex, multi-region sales cycles and enabling large-scale international implementations. Partnered with Product, Marketing, and Implementation teams to position solutions aligned to customer operational needs, ensuring successful deployment across diverse global markets. Developed and executed go-to-market strategies, expanding pipeline, increasing win rates, and accelerating market penetration in a competitive entertainment technology landscape. Negotiated enterprise contracts and partnerships, delivering sustainable revenue growth while strengthening long-term customer relationships and global account expansion.

Project Management Professional (PMP)

University of Southampton

2001

SAFe - AGILE Scrum Master

Scaled Agile

2017

SAFe - AGILE Business/Product Owner

Scaled Agile

2017