Heather Phoenix
Technology Solutions, Services, & Success Executive | Strategically Transforms Technology Operations & Services | Integrator
- Role
- SVP, Operations at Repair Ondemand
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Heather Phoenix
Technology Executive | Digital Transformation | Operational Excellence | Customer…
Experience
SVP, Operations
Jun 2024 — Present · Charlotte, NC, US
Repair OnDemand is a private equity–backed SaaS and services roll-up, unifying multiple brands to deliver integrated solutions across diagnostics, reconditioning workflows, inspections, and technician marketplaces in the automotive repair sector- Strategic Operator & Growth Catalyst: Trusted advisor to President and ELT; built 3-year operational roadmap aligned with 10x scale vision. Drove cross-functional integration of five previously siloed tech and services brands- Built and Unified Multi-Brand Operations: Established a fully integrated Fulfillment, Support, and Customer Success org with clear SLAs, KPIs, and performance frameworks. Streamlined operations to support $100M+ scale- Modernized Enterprise Workflows: Spearheaded full rebuild of 15k/monthly services order management system, delivering 100% system uptime, 25% SLA improvement, and embedded customer self-service and payment tools- Created Data-Led Support Function: Introduced customer feedback loops and issue categorization to transform support from reactive to proactive. Resulted in expedited product fixes and churn mitigation- Culture & Talent Builder: Established leadership expectations, career ladders, and succession plans. Created a high-accountability culture rooted in transparency and ownership.Additional Skills: SaaS Operational Integration, Customer Experience Strategy, Enterprise Platform Transformation
Education
Sonoma State University
Bachelor of Arts (BA), Liberal Arts and Sciences, General Studies and Humanities
Skills
- Interactive Advertising
- Technology Planning
- Television
- Digital Marketing
- Broadcast Advertising
- Operations
- Digital Strategy
- Sem
- Start-Ups
- Creative Direction
- Online Marketing
- Product Marketing
- Innovative Thinking
- Multimedia
- Product Development
- Search Engine Optimization (SEO)
- Ms Office Suite
- Vendor Management
- Ms Project
- Product Management
- Integrated Marketing
- New Media
- Microsoft Office
- Interactive Marketing
- Account Management
- Creative Problem Solving
- Media & Entertainment
- Digital Media
- Advertising
- Resource Management
- Website Development
- Search Engine Marketing (Sem)
- Online Advertising
- Strategic Planning
- Strategy
- Multimedia Project Management
- Web Development
- SEO
- Creative Development
- Team Management
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