Vice President, Operations

• Collaborated with the Founder and CEO to hire and develop the executive leadership team, create the organizational vision for SaaS product in the healthcare industry, and execute strategic initiatives.
• Operationalized all 5 functionalities of the Steer Health platform across Prime Health, one of the largest health systems in the United States, with over 45 hospitals, medical groups, and ambulatory surgical centers, in under 6 months.
• Conducted quarterly business reviews with corporate C-Suite leaders, leveraged feedback to implement quick platform enhancements, and partnered with Chief Marketing Officers to execute communication to entire health system workforce.
• Developed the strategy and structure for Sales Operations, including lead generation planning, pipeline management, and client onboarding. Partnered with SVP of Sales to track key success metrics and adjust priorities.
• Created the organizational structure for Customer Experience, Integrations, Product, and Sales. Developed leaders to create strategic roadmaps, conduct process improvements, and project manage critical initiatives.
• Designed internal and client-facing automation processes, including online booking for hospitals and medical groups, help desk ticketing systems, sales pipeline workflows in CRM.

• Developed 2 Inside Sales Managers to onboard and train 18 sales representatives. Trained the Inside Sales Manager to complete annual budgeting in partnership with Accounting.
• Since 2021, the Inside Sales team added 7,000 purchasing accounts and generating $1.5M in monthly revenue.
• Strategically built an Inside Sales team with diverse backgrounds within the aesthetic industry to quickly identify and implement best practices, from digital communication, business development for customers, and leveraging technology to efficiently grow the customer base without increasing labor costs.
• Partnered with Data Warehouse, NetSuite and Sales Ops teams to develop an automated pipeline report allowing the sales representatives to efficiently target prospects and convert into purchasing accounts. Increased new account conversion by 50% after implementation.
• Created iterations of a digital workflow in partnership with Omnichannel Marketing, via Salesforce, to send targeted messaging to lead database of over 15k records. Successfully converted 15% into purchasing accounts.
• Implemented a robust ticketing system within Salesforce to track Customer Experience response times to every workflow. Successfully maintained 24-hour SLA for all customer, sales reps, consumer, and internal workflows.

• Launched the first FDA-approved, aesthetic-use only neurotoxin Jeuveau into the market in May 2019.
• Responsible for the creation and long-term development for both Customer Experience and Inside Sales teams.
• Implemented contact center systems, along with the relevant reporting to track response/resolution times and customer satisfaction. Successfully maintained <2-minute response time for all chats, 95% service level for calls, and 99% customer rating.
• Developed SOPs for daily Customer Experience processes, including account creation, adverse event and product complaint escalations, medical license reviews, rewards program monitoring, promotional product processing, shipment delays, product returns, etc.
• Created the framework for the Inside Sales team, partnering with Marketing to create digital assets and re-brand the team, partnered with Sales Ops to develop reporting allowing for efficient identification of opportunities, and working with the product team to generate introductory offers for new customers.
• Generated over $1M of revenue during the Inside Sales first 4 months of operating. During Q1 2020, expanded the Inside Sales team from 3 to 14 representatives.
• Customer Experience team has successfully maintained NPS over 70 since launch, with a 9.1 mean score.

• Led the largest Inbound Crossdock operation for Amazon worldwide. Received over 17.5 million units during peak week of 2018 and over 180 million units during Q4 of 2018.
• Partnered with Sales and Operations Planning, Scheduling, Transportation, Amazon Global Logistics, Regional Finance and Regional HR to balance freight and labor, ensuring the best customer experience for vendors.
• Managed multiple SLAs throughout the Amazon Supply Chain, from vendors to downstream fulfillment centers. Inbound Operations was able to successfully process over 200 trailers per day throughout Q4 to exceed customer expectations.
• Created the peak planning documents to establish the safety protocols, quality assurance, and productivity expectations for an Inbound team comprised of over 2,000 associates and 72 leaders.
• Developed leaders of leaders to build teams across 4 shifts, exceed safety, quality, and cost metrics, and execute continuous improvement projects to elevate the baseline performance for the network.
• Launched a fulfillment center as a member of the Senior Team in October 2017, requiring partnership with Real Estate, Launch team, Start-Up team, Engineering, third party engineering, Away Team support from multiple sites, Regional Learning, Regional Finance, Regional HR, third party staffing agency, Legal, and Employee Relations.
• Led the Quality, Problem Solve, and Learning Operations Managers to develop standards and processes, which were utilized to teach new leaders how to successfully operate.
• Processed over 9 million units during peak week of Q4 of 2017, with a record-breaking lowest Transshipment DPMO of 10k for a launch site.
• Responsible for onboarding over 2,000 associates during launch while maintaining the highest training expectations for safety, engagement, and quality.