SyscoHead of Customer Operations, Business Enablement - Sysco LABS
Aug. 2017 - Dec. 2020California, United StatesPlayed a key role in defining and implementing the go-to-market strategy of the business, encompassing customer journey mapping, segmentation, capacity and quota planning, territory modeling, and incentive structures. Served as a trusted advisor to the VP of Customer Operations to elevate and amplify the operations organization's capacity, capability, and effectiveness, including being a sounding board, and served as liaison or proxy when needed. Lead a team of Enablement Specialists and Project Managers to oversee the implementation, end-user training, and maintenance of all Customer Operations (Services, Customer Success, Customer Support) related business enablement tools and processes for Sysco's CAKE line of products. Work cross-functionally with key stakeholders in Customer Operations, Sales, Product, and Marketing to manage the development and deployment of productivity-enhancing business systems related to assigned projects, organizational scaling, and automation efforts. Train and support end-users on the use of technology systems and processes. Develop training materials for best practices and on-going education. Perform regular and ad-hoc analysis of customer and CRM data to report on key metrics (Churn, SLA, AHT, CSAT, Growth, etc). Develop and maintain dashboards and presentations to share analyzed data with all levels of management (from manager to executive).