Jess Jasper
CSOps EdTech leader helping CS teams scale and amplify their awesomeness
- Role
- Director, Success Operations at HMH
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
Experience
Director, Success Operations
Mar 2024 — Present · Orlando, FL, US
Responsible for overseeing and optimizing the operational aspects of the customer success team (over 40 members) directly impacting over 200M in ARR. Directed a high-performing team of 11, encompassing Operations Analysts, Success Enablement Manager, Enablement Specialists, and Content Designers, to deliver strategic operational support and develop engaging enablement media for customers and internal success teams. Orchestrated the integration of two success teams post-acquisition of NWEA by HMH, streamlining tools, optimizing process flows, and facilitating comprehensive cross-training to enhance collaboration and operational efficiency. Championed the continuous enhancement of the Gainsight customer success platform over three years, successfully integrating AI-driven tools to significantly boost the efficiency and effectiveness of success teams. Implemented and led the Success Operations Scrum model as Project Owner, driving efficiency and prioritization of work, which evolved into a comprehensive Scrum of Scrums framework, coordinating multiple teams to enhance project alignment and delivery.
Education
University of Central Florida
Bachelors, Marketing
2009 — 2011
Nova Southeastern University
Master of Business Administration (MBA), Global Management
2012 — 2015
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