Heather Gandy

About Heather Gandy

Visionary and execution-focused leader with a proven track record of transforming content…

Experience

1. Senior Vice President, Customer Experience Product Development

   HMH

   Oct 2025 — Present

   The SVP Customer Experience Product Development plays a central role in shaping the organizational design, operating model, and future direction of Customer Experience at HMH accountable for: 1. Operations & Analytics – building scalable systems, processes, and insights that empower CX teams to deliver consistent, data-informed outcomes, leveraging automation and AI. Professional Services Product Development – creating customer-facing content and learning experiences that deliver measurable educator success and student outcomes, while driving adoption, top-line revenue growth, and Gross Revenue Retention.Focused on bridging strategy, operations, and innovation, and playing a pivotal role in scaling automation and AI across CX, partnering with fellow leaders to accelerate efficiency, generate deeper insights, and fuel growth through innovative customer engagement.

Education

• Southwestern University

  BA

  1993 — 1997

Skills

• Saas
• Online Publishing
• Forecasting
• Product Development
• Product Requirements
• Content Management
• Budgeting
• Strategic Planning
• Program Management
• Academic Publishing
• Team Management
• Business Analysis
• Vendor Management
• Customer Acquisition
• Product Marketing
• Agile Methodologies
• Analytics
• Cross-Functional Team Leadership
• Management
• Team Building
• Ebooks
• Six Sigma
• Product Management
• Quality Assurance
• Negotiation
• Marketing Management
• Salesforce.com
• IT Strategy
• Metrics
• Business Process
• Strategic Partnerships
• Sales
• Budgets
• Account Management
• Team Leadership
• Business Process Improvement
• Competitive Analysis
• Content Development
• Project Management
• Digital Media