Director

• Own and lead the Managed Services function, including service delivery operations, production support, and client relationship management for ongoing engagements.
• Develop and maintain service delivery frameworks and SLAs, ensuring measurable, consistent, and high-quality outcomes across clients.
• Establish a proactive service culture — moving from reactive issue resolution to preventive, value-add client partnership.
• Manage and optimize support operations, including incident management, request fulfillment, root cause analysis, and problem prevention.
• Oversee service transition processes from Implementation Services, ensuring stability and completeness of handover documentation and knowledge transfer.
• Develop and track operational KPIs, including response time, resolution rates, SLA compliance, and client satisfaction.
• Collaborate with Product and Engineering teams to escalate systemic issues and influence product roadmap priorities.
• Drive continuous improvement initiatives that enhance efficiency, automation, and client experience.
• Forecast, budget, and manage resource capacity for Managed Services, balancing cost control with responsiveness.
• Mentor, coach, and develop the Managed Services team, fostering a culture of accountability, collaboration, and customer-centricity.
• Act as the senior escalation point for key client relationships, ensuring timely and effective issue resolution.

Director, Managed Services

Director of Digital Merchandising – Strategy

Director, Digital Products – Programs

Director – Quantitative Analytics, Strategic Enablement

President – Scientific Director