Ben Petersen

About Ben Petersen

I help companies build, scale, and sharpen their service and customer experience operations to create meaningful connections with their customers and accelerate growth. I love to employ critical thinking and ingenuity to solve problems. I value innovation, forward thinking, learning, empowerment, and compassion. Most of all, I find joy in developing new leaders and witnessing the success they produce. I’ve found that the source of motivation for teams comes from being an authentic leader. Living the values you preach is critical to establishing credibility in yourself as a leader and in the vision you are articulating. My experience is rooted in the ed-tech startup space and has evolved to include various leadership roles within admissions, customer experience, support services, and account management. While I cut my teeth in the grind and hustle of a startup, I’ve also successfully navigated the complexities of an acquisition and life in a global enterprise. These dichotomies have shaped the outlook I have today and create a unique perspective that allows me to help a company chart its way through the organizational life cycle.My contributions include-Delivering record high enrollments each year (between 20-40% growth YoY)-OpEx reductions (~$1M) through redesign of inefficient processes, programs, and tools -Launching innovative sales and enrollment engagement model to improve customer experience and support adoption of new enterprise wide CRM-Leading highly visible cross-functional projects with key presentations to executives-Assembling exceptionally talented teams that produced high performing future leaders -Managing $20M+ budget in a seasonally volatile industry Here are a few of the key skills and job functions I’ve honed over my career to help the business thrive:Customer Experience and Support | Admissions and Enrollment | Process Design and Optimization | Relationship Building | Talent Development | Project Management | Data Analysis | Strategic Planning | Budget Governance | Customer Success and Retention | Vendor Management | Business Analysis Feel free to reach out to connect!

Experience

1. Program Manager, Strategic Member Initiatives

   Instructure

   Jun 2024 — Present

   Strategic leader for key partnerships, owning the technical and operational phases of system-level product deployments.

Education

• American Public University

  Master of Arts - MA

• Towson University

  Bachelor of Science (B.S.)