James Ungerer

About James Ungerer

I’m a Director of Operations, Education at BeyondTrust Corporation, where I connect people, platforms, and processes to deliver world‑class, instructor‑led training in the Identity Access Management (IAM) space. Since October 2022, I’ve led an international organization spanning support personnel, developers, system administrators, and a global instructional team—focused on operational reliability, clean data, and customer outcomes.I own the full lifecycle of software vendors (evaluation, selection, renewals) and steward a $300K+ budget with an emphasis on ROI, risk reduction, and compliance. On the technical side, I design and maintain secure platform‑to‑platform data flows across Salesforce, ServiceNow, Credly, SQL Server, and Power BI, and operate a bespoke middleware layer that orchestrates order fulfillment, data synchronization, and ad‑hoc scheduling for training delivery.A core part of my role is translating stakeholder use cases into scalable business workflows, right‑sizing license distribution and access across multiple enterprise platforms, and enabling trustworthy reporting for leaders and customers. I directly lead 2 instructor managers who lead 8 global instructors, as well as 4 operations personnel, aligning scheduling, delivery standards, and quality measures.Impact: Maintained Instructor CSAT of 4.8+ since 2022; achieved Instructor NPS of 82 in 2025.Focus areas: IAM/PAM operations • vendor management • enterprise integrations • middleware orchestration • license/access governance • ILT scheduling • instructor leadership • workflow design • budget stewardship.

Experience

1. Director of Operations, Education

   BeyondTrust

   Oct 2022 — Present · NC, US

   Director of Operations, Education — BeyondTrust CorporationOctober 2022 – Present- Lead an international organization of support personnel, developers, and system administrators to plan, deliver, and support instructor‑led training at global scale- Own vendor relationships end‑to‑end: market scans, due diligence, evaluations, renewals, and performance oversight; align contracts to usage and outcomes- Manage a annual software budget; optimize licenses, reduce waste, and maintain audit‑ready compliance- Govern license distribution and access across multiple platforms; implement least‑privilege and entitlement hygiene practices- Architect and maintain data integrations across Salesforce, ServiceNow, Credly, SQL Server, Power BI; enable reliable reporting and operational visibility- Operate and iterate a bespoke middleware application for order fulfillment, data syncs, and ad‑hoc scheduling; remove manual handoffs and accelerate cycle times- Translate stakeholder use cases into documented workflows/SOPs; automate repeatable tasks to increase throughput- Lead 2 instructor managers as well as 8 global instructors and 4 operations personnel; standardize delivery quality, scheduling, and customer satisfaction metrics- Results: Sustained Instructor CSAT 4.8+ since 2022; reached Instructor NPS 82 in 2025.

Education

• Texas A&M University

  Geology/Earth Science, General

  1996 — 2001

• Sam Houston State University

  Bachelor of Science (BS), Geology/Earth Science, General

  2001 — 2003

Skills

• Enterprise Software
• Social Media
• Postgresql
• Microsoft Office
• Cloud Computing
• Management
• Javascript
• Spring
• Python
• Java
• Ruby
• Xml
• Leadership
• Mysql