Barbara Zack
- Role
- Senior Vice President, Professional Services Operations at Houghton Mifflin Harcourt
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Barbara Zack
With over 30 years of global experience in finance and operations, I am passionate about…
Experience
Senior Vice President, Professional Services Operations
Jan 2019 — Present
Transformed the Operations team to improve the customer experience to support HMH\'s paid Customer Success Services. Managed the performance of a 65-member team. Drove automation, OKR achievement and KPIs, Robotic Process Automation (RPA), and process re-design to improve the customer journey. Created a culture that rewards curiosity, creativity, and innovation. Supported transformation to a SaaS billing model with an ARR and customer retention focus. • Generated $4M in labor savings from utilization, headcount classification, and contingent labor assessment. • Implemented RPA to reduce manual, high-volume repetitive processes generating $1M in cost savings. • Supported pivot to virtual training and digital transformation resulting in $2M of material, warehouse, and labor costs. • Defined sales-to-services handoff process, customer journey mapping, and implemented Salesforce C-SAT, NPS surveys, and customer sentiment analysis to improve the customer journey. • Created and automated Salesforce metrics to improve business performance, track consultant utilization, and enable data-driven insights. • Achieved departmental Gallup Engagement Results in the 90th percentile with 94% engagement. • COVID-19 Crisis Team leader tasked with creating the company’s remote work strategy, response protocols, Metrics Dashboard, and re-entry plan resulting in record Gallup Engagement Survey ratings during the crisis.
Education
Babson F.W. Olin Graduate School of Business
MBA
Babson College
BS, Finance
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