Katie Rawson
Executive Director, Process Improvement & Analytics Clssmbb, Pmp, Agile Scrum Master @TTEC
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WORK HISTORY
Executive Director, Process Improvement & Analytics Clssmbb, Pmp, Agile Scrum Master @TTEC
Beverly, WV, US
Certified 2,238 employees over 13 years to foster continuous improvement and improve efficiency.• Collaborated with executive leadership to manage 38 projects over ten years and report results, such as increasing client NPS by 226%, employee NPS by 220%, and performance coaching by 6%.• Developed a project intake to prioritize requests, managing 90 projects through 2024.• Partnered with the Sales team on new business proposals, leading to 10 contracts through 2024.• Implemented a new operating model across 18 work streams aligned with organizational objectives, reducing fraud exposure, improving logistics by 30%, and employee readiness by 58%.• Developed an Operations Enablement Playbook, reinforcing management routines and improving profitability by $4.2M in six months.• Tracked KPIs and presented project progress and ROI to clients and C-suite, saving $4.8M in revenue leakage and driving $42M in net new revenue through 2024.• Designed a global certification program at three Lean Six Sigma belt levels, developing an automated White and Yellow Belt process and a practical certification for Green Belt candidates.
EDUCATION
Villanova University
Essentials of Project Management
LSU Shreveport
Master's degree, Business Administration and Management, General
Villanova University
Certification Training, Lean Six Sigma Black Belt
Villanova University
Certification Training, Lean Six Sigma Master Black Belt
University of North Texas
Bachelor, Sociology
ABOUT KATIE RAWSON
I’m an enterprise transformation and operations leader who builds operating models that scale—across process improvement, PMO execution, and complex delivery environments.With experience leading large-scale transformation and execution across 100+ clients and multiple industries, I’ve designed and led enterprise operating models that connect strategy to outcomes. My experience spans process improvement, portfolio and PMO governance, change management, and Professional Services operations, with a consistent focus on predictable execution, adoption, and measurable business impact.I specialize in building the systems that make transformation stick—governance, operating cadence, portfolio visibility, KPI transparency, and capability enablement. These capabilities are often applied in post-sales and delivery organizations, but at their core, they’re about how organizations execute at scale.Impact highlights• $1.5B revenue growth + 8.5% operating income improvement through enterprise transformation and 13 AI/automation workstreams• Led execution across 50+ concurrent workstreams in complex, cross-functional portfolios• Drove 354% client NPS and 280% employee NPS improvement through operating-model and frontline modernization• Built enterprise CI capability: 2,300+ Lean Six Sigma certifications and 500 leaders trained in financial acumen• Launched and scaled 3 Centers of Excellence to standardize governance, execution, and performance• Improved commercial outcomes:+34% win rate and $3M ACV through operational insight and proactive recommendationsWhat I’m known for• Designing enterprise operating models, PMOs, and governance frameworks• Translating strategy into execution through disciplined portfolio management• Driving adoption through structured change management and capability building• Bringing clarity and momentum to complex, ambiguous environmentsFocus areasEnterprise Transformation • Operating Models • PMO & Portfolio Management • Process Improvement / OpEx • Change Management • Delivery Governance • Customer & Employee Outcomes • Executive Reporting • AI & Automation Enablement • Lean Six Sigma • Agile/Scrum • Power BI • SalesforceMost recently: Executive Director, Process Improvement @ TTEC (2016–2025) k••••••••@me.com | Remote (Beverly, WV)
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