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Work Background
Amazon Web Services (AWS)Delivery Portfolio Leader
Jun. 2023United States, Atlanta• Stepped in to rehabilitate & grow AWS’s commercial healthcare line of business — serving as P&L owner, leading & scaling a multi-disciplinary professional services team, driving US solutioning & delivery, and consistently exceeding KPI targets, including achieving exceptional 9.73 CSAT & 9.85 CFF customer satisfaction scores.
• Orchestrated critical turnarounds for 20+ Fortune 500 healthcare clients — implementing frameworks for rapid response & strategic relationship management, maintaining 100% client retention, and turning around multiple critical escalations into expansion opportunities valued at as much as $50M.
• Implemented data-driven strategies that revolutionized operations and service delivery — unlocking economies at scale, which enabled innovation & client success and resulted in a 67% reduction in unscheduled work, identified unseen opportunities and catapulted the portfolio into profitability for the first time in a decade.
• Spearheaded organizational transformation initiatives to break down silos and spur collaboration — establishing mentorship programs and scaling the Allies@ program across Amazon to foster an environment of innovation and dramatically improve team performance throughout the broader organization.
Amazon Web Services (AWS)Strategic National Practice Leader — North America
Jan. 2022 - May. 2023United States, Atlanta• Promoted to scale previous regional success at the national level — resetting the vision & strategy and driving organizational change to realign individual personas & responsibilities, create a sense of team pride, and elevate delivery standards to maximize customer outcomes and transform / grow the AWS business.
• Implemented transformational hiring, onboarding, ever-boarding, and early career strategies that enabled the scaling of the US Delivery Organization — overseeing a team of 10 direct, 25 rotational, and 70+ indirect reports to meet customer demand and exceed all target metrics.
• Empowered & led cross-functional teams to deliver global enablement — designing, implementing, and evangelizing an Engagement Excellence mechanism that drove a 152% increase in delivery consistency, 43% reduction in project errors, and a 900% increase in capacity.
• Fostered a culture of high performance, innovation, and belonging — co-creating & co-leading Allies@AWS globally while developing coaching, mentoring, and leadership training programs that evolved Delivery at AWS into a destination organization, helped team members achieve individual goals, and curated a strong leadership pipeline & succession plan for the organization.
Amazon Web Services (AWS)Delivery Practice Leader — Southeast United States
Jun. 2019 - Dec. 2021United States, Atlanta• Recruited into the market-leading cloud services provider to scale & lead its Southeast US delivery portfolio — building out the capabilities of the existing consulting organization to create a regional center of excellence and introducing optimized delivery & Agile program management practices to fuel business growth.
• Redesigned, restructured, and scaled every facet of the function in two years — growing the team from five to 60, instilling an open culture of process & accountability, and establishing a Strategic Portfolio Office to strengthen delivery readiness, capability, and capacity, significantly reducing concessions and correction of errors.
• Served as a strategic business partner & advisor to customers, partners, and internal teams — playing a key role in setting pre-sales & sales motions, evangelizing AWS’s cloud products & Agile delivery method, and building training programs to maximize product adoption and time-to-value.
• Worked with recruiting to transform AWS’s hiring practices nationally — breaking down barriers to broaden the talent funnel, accelerating the hiring process, and bringing much-needed diversity into the candidate pool.
• Successfully navigated the division through challenging industry & pandemic-related headwinds — pivoting to a virtual process and remotely nurturing solid client relationships to deliver 240% YoY growth and exceeding all practice targets during a moment of market disruption.
Sibling TechnologiesDirector of Client Services
Feb. 2018 - May. 2019United States, Atlanta• Recruited by the Adobe-AEM-focused digital transformation agency’s CEO & CTO to transform & scale its sales, customer success, and delivery practices — serving as evangelist for the customer, thought leader for the organization, and C-suite partner influencing the direction of the business.
• Served as P&L owner with full accountability for setting & driving financial targets — pivoting the team from a project-oriented / transactional approach to a proactive sales strategy of consulting clients at a higher level with comprehensive solutions to drive growth and more than triple company revenue in less than 12 months.
• Built & applied a standardized methodology for elevating client experience, service standards, & communication across the business — positioning the customer at the center of all decision-making & process to maximize retention & lifetime account value while improving gross profitability by 2x.
• Managed & mentored a remote-only cross-functional team of developers, project/program managers, and architects — fostering a culture of excellence focused on accelerating quality and throughput across the SDLC.
TEKsystems Global ServicesIT Management and Consulting Services
Apr. 2013 - Mar. 2018United States, Atlanta• Recruited by the IT & business services consultancy to lead its portfolio of work with Microsoft — quickly turning around the firm’s largest-scale, most critical program, driving internal transformation initiatives to elevate performance across the organization, and building a new practice to serve the healthcare & lifesciences industry.
• Transformed the Southeast Region’s approach to sales — pivoting from selling staffing services to end-to-end solutions while broadening the target list beyond IT to include business leaders & procurement, ultimately empowering teams to identify larger, more profitable opportunities and consistently overdeliver on YoY revenue targets by as much as 300%.
• Upon joining the team, injected hands-on engagement, thought leadership, and consistent facetime to recover multiple troubled programs and re-earn the trust of each customer — successfully stabilizing relationships with Charter, Disney, Microsoft, and Wyndham, becoming an indispensable partner to stakeholders at all levels.
• Go-to internal lead for roadmapping & standing up delivery teams & programs — managing cross-functional teams with as many as 200 members while introducing Agile methodologies & automation to create economies at scale, ultimately reducing OpEx and customer time-to-value.
MicrosoftBusiness Operations / Program Manager
Aug. 2008 - Jan. 2013United States, Atlanta• Hired to drive business operations for Microsoft’s Geospatial Imagery Group — managing a $135M project portfolio to support software engineering & hardware manufacturing, optimize the company’s image acquisition & processing capabilities, and improve its Bing Maps & Search products.
• Pitched & led special projects to modernize operational capabilities — working diligently to acquire land & build Microsoft’s first small-form data center while securing & building out a new $1.2M, 34k-square-foot office space to house the 90-member team, seamlessly delivering both projects on time, under budget, with $60M in savings.
• Program lead for multiple other greenfield projects — piloting the utilization of backpack-mounted imagery & LiDAR capture to improve indoor wayfinding for Bing Maps while playing a key role in driving an 18-month, $110M program to aerially capture 30 cm imagery of the contiguous United States and Western Europe.
• Drove initiative to consolidate multiple Geospatial Imagery Group vendors spanning IT operations, image capture program management, and image processing into a single, 8-figure, performance-based relationship — unlocking a cost reduction of 20% YoY and validating a scalable / repeatable framework for optimizing delivery efficiency and improving KPIs at both the divisional and corporate levels.
• Across five years, two roles, and numerous initiatives, honed a strong skillset for optimizing processes & workflows, maximizing operational efficiency, and managing large, highly complex projects & programs.
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