• Led end-to-end planning, implementation, and launch of multiple technical platforms, defining requirements and integrating workflows to drive operational efficiency

• Partnered with vendors, legal, procurement, and leadership to manage contracts, ensure compliance, and establish scalable governance frameworks.

• Drove 100% platform adoption of across 150+ users through change management, comprehensive training, and creation of onboarding and best-practice documentation.

• Built dashboards and metrics (KPI/OKR tracking) to enhance visibility, automate reporting, and enable management data-driven decisions

• Drove efficiency through automations, streamlining processes and reducing manual efforts

Managed team by setting performance expectations in support of research functions to improve products and deliver global programs enabling operational excellence, scalable governance, and cross-functional alignment.

• Led and coached team, provided mentorship and growth opportunities, fostered culture of high performance and accountability, motivated team to exceed goals.

• Built Research Operations practice, scalable operational frameworks and governance models, implemented Jira and Qualtrics, standardized workflows to improve efficiency in collaboration with global cross-functional teams.

• Aligned with Design, Product, Engineering and Operations leadership on strategic planning to drive clarity on business priorities, monitor cross-program risks and dependencies.

• Led user adoption, program training, change management, creation of dashboards for 100% project visibility.

• Built operational practice from the ground up and to scale as the team grew 300%

• Created research operations artifacts from framework, playbook, standard practices and processes

while establishing policies and implementing new procedures

• Established communication and change management plans for adoption of new tools, mitigated risks, collaborated cross-functionally and managed all stakeholders

• Managed UAT process for UX features and capabilities, creating metrics and analyzing data

• Developed our customer research recruiting process and established a repository for insights tracking

• E2E planning CX Cloud presence at Cisco Live global events to gather insights and showcase product

• Drove operational efficiency and continuous improvement to achieve business outcomes

• Facilitated weekly sessions of Peer and Architectural Reviews for development and design process

• Jira roll out to UX team in order to have clear view of all projects and issues across organization

• Onboarded 5+ Vendors working through Infosec, Procurement, IT Engineering, and Finance

• Successfully worked with cross-functional teams and stakeholders across the organization from

Engineering, Finance, Operations, Marketing, Sales, IT etc.

• Created collaboration workspaces, from Confluence Wiki, SharePoint, Smart Sheet, knowledge

databases and documentation playbooks to educate, train and foster team alignment.

• Launch of Infinite Video Platform, and other collaboration solutions totaling $250M+ in bookings

• Achieved 35% cost reduction by re-negotiating vendor contracts and reducing infrastructure cost

• Drove development, design, feature enhancements of the next gen cloud hosted SaaS, XaaS solutions

• Partnered with engineering and delivery teams at every stage of the product development lifecycle

• Engaged with Customer and Partners on business outcomes, hosted QBR’s, presented at EBC

• Provided Business Development and Sales Enablement Training

• Spearheaded new software transformation initiatives and solutions under new monetization models

• Transformed chaotic business process into orderly procedures, simplifying complex issues

• Created clear KPI and operational metrics to be tracked in line with business outcomes

*Led end-to-end delivery of 15+ global technology programs, aligning cross-functional teams (Product, Design, Engineering, Sales) on roadmaps, milestones, risks, schedules, and training requirements.

*Drove Services NPI transformation by leading a tiger team to integrate software offers into the NPI framework, enabling new business models and improving operational efficiency.

*Designed and launched a Partner Onboarding Program, including playbooks and training, achieving 100% partner readiness at launch..

*Owned program planning and financials, defining budgets, headcount models, and resource allocation to support delivery at scale.

*Built KPI frameworks (schedule/cost variance, customer engagement, growth) to track performance and measure progress against business objectives.

*Led stakeholder engagement and change management, driving alignment, buy-in, and adoption across complex, multi-workstream initiatives.

*Ensured post-launch operational readiness, partnering with commercial, services, and support teams to stabilize delivery and sustain outcomes.