I am seeking a position with a company that is planning to significantly scale its business and is in need of a head of operations
Executive Director, Broadband Business Operations, Yahsat Communications Company (2/2009 to present)
Recruited by a large international investment fund to launch a new business unit in a start-up that has reached annual revenues of $335 million. Reporting to the Chief Commercial Officer with responsibilities for the design, launch, and operation of a broadband line of business in 42 countries.
Business Operations Organization
Back Office Development and Deployment
Contact Center Management
Vice President January 2004 to February 2009Company Name
Manage daily operation of back office systems, business intelligence systems, customer operations, field operations, and logistics for the retail and wholesale broadband service Define detailed onboarding processes and checklists to ensure distributor operational and sales readiness Staff and manage a quality assurance center for monitoring installations and customer support Manage global logistics network that delivers broadband terminals from the U.S., Belgium, and Philippines Develop financial models, annual budgets, and forecasts Report results on a regular basis to C-level executives and the Board Accomplishments: Issued RFPs for procurement that has awarded more than $100 million Developed and deployed the back office systems for order entry, CRM, billing, and field operations that was extended to 50 international distributors Created an international vendor ecosystem for retail operations that includes credit check agencies, payment gateways, collections, bill printing, and contact centers Developed products for business/consumer internet access.
Negotiated all critical contracts with hardware, software, and business services Launched the operation of a start-up from inception to annual revenues of $190 million with 435,000 subscribers.
Reported to the Chief Operating Officer and managed a department with 450 internal and outsourced employees with P&L responsibility for a $30 million budget.
Responsibilities Operated the billing platform, network provisioning, and business systems for retail, wholesale, and enterprise sales channels.
Processed $16 million in monthly subscription payments.
Operated WildBlue's 7x24 contact center for sales, service, and technical support for its retail channel.
The 350 care agent operation consisted of an internal team and two outsourced care vendors.
Managed field operation of an outsourced network of 1200 contracted installers.
Held regular regional meetings to discuss performance, review scorecards, and best practices with major installation contractors Established a supply chain management program for procuring and distributing WildBlue's terminals to 30+ warehouses.
Implemented a reverse logistics program to refurbish leased terminals using United Parcel Service (UPS) facilities for testing and reconditioning Prioritized new applications and features requests from finance, sales, marketing, engineering, and operations based on business objectives using a change management process Managed the day-to-day operation of WildBlue's major national resellers (AT&T, DirecTV, and Dish Network) Accomplishments Managed external vendors to develop and deployWildBlue's business systems for billing, provisioning, and trouble ticketing systems Enabled major distributors including AT&T, DirecTV, and Dish Network by integrating to their business systems via APIs and delivered training for customer care and installation Negotiated contracts with vendors for business systems, contact centers, and installation.
Senior Director April 1994 to January 2004Company Name
Responsibilities Managed a team of engineers with vertical expertise in Internet Protocol, VoIP, and interactive video Responsible for the requirements, architecture, development, and vendor management of Comcast's IP provisioning platform for high-speed data and voice over IP Accomplishments Selected and managed vendors to deliver Comcast's provisioning platform of all IP-based services.
The system is still in use and supports more than 20 million customers Selected and managed vendors to deliver an auto-provisioning solution for RoadRunner Customers that resulted in significantly reducing installation times.
Senior Engineer/Group Manager May 1990 to April 1994Company Name
Designed an intelligent front-end for a satellite ground terminal that was launched in 1993.
This front-end contained an embedded expert system that assisted engineers in controlling functions on an experimental Ka-band communication satellite.
Ph.D : ProgramUniversity of PittsburghProgram
M.S : Intelligent Systems Studies ProgramUniversity of PittsburghIntelligent Systems Studies Program
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University of Pittsburgh
Job Titles Held:
Senior Engineer/Group Manager
Ph.D : Program M.S : Intelligent Systems Studies Program M.S : Biomedical Engineering
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