Kristina McDermott

About Kristina McDermott

Seasoned business operations executive with a proven track record of driving operational excellence, customer success, and revenue growth across complex, high-value technology environments. Adept at leading large, cross-functional teams—spanning customer care, supply chain, program management, and technical support—to deliver seamless service across voice, network, and cloud portfolios totaling $150M+ in annual revenue.Business Operations LeadershipOversight of enterprise-scale operations, service delivery, and team performance across diverse business units and functions.Customer Experience & Lifecycle ManagementExpertise in designing and optimizing customer journeys, driving retention, loyalty, and first-touch resolution at scale.Cross-Functional Team LeadershipManagement of 300+ professionals across customer support, supply chain, account management, and technical operations.Strategic Planning & ExecutionAlignment of operational initiatives with company-wide objectives; execution of high-impact programs supporting revenue growth.P&L & Budget OwnershipOversight of multimillion-dollar budgets; strategic decision-making to drive ROI and margin optimization.Service Delivery & Program ManagementProven success in launching new services, meeting aggressive go-live timelines, and enhancing delivery quality.Vendor & Partner ManagementPerformance optimization and process standardization across third-party vendors to ensure SLA compliance and operational efficiency.Executive Advisory & Stakeholder AlignmentTrusted advisor to C-suite and Sales teams; skilled in complex RFP strategy, go-to-market execution, and enterprise communication.Operational Readiness & ComplianceLed readiness and execution for federal business unit launch, ensuring compliance, risk mitigation, and scalability.KPI Development & Performance AnalyticsDesign and implementation of performance metrics and dashboards for operational tracking, reporting, and accountability.If you’re looking for a results-oriented leader with a proven track record of aligning operational strategies with company goals, let’s connect!

Experience

1. Senior Director Chief of Staff to Chief Information and Customer Officer

   Extreme Networks

   Oct 2025 — Present

   Leadership role involving directing the Office of the CICO, with primary responsibilities in program and portfolio management, vendor management, and annual and strategic planning aligned with business objectives. The position is accountable for driving a cohesive and consistent approach toward achieving the CICO’s and leadership team’s strategic initiatives and long-term goals.

Education

• East Carolina University - College of Business

  Bachelor of Science - BS, Management Information Systems and Services

• Harvard Business School

  Women’s Leadership Forum

Skills

• Business Intelligence
• Cross-Functional Team Leadership
• Budgets
• Creative Writing
• Data Center
• Strategy
• Agile Methodologies
• Management
• Personal Development
• Mergers & Acquisitions
• Product Development
• Professional Services
• Financial Analysis
• Information Technology
• Thought Leadership
• Project Management
• Performance Management
• Itil
• Erp
• IT Strategy
• Enterprise Software
• Sdlc
• IT Management
• Financial Planning
• Business Process
• Process Improvement
• Disaster Recovery
• Software Development
• Strategic Financial Planning
• Business Analysis
• Pmo
• Pmp
• Leadership
• Integration
• Project Portfolio Management
• Creative Concept Development
• Business Process Improvement
• Personnel Development
• Vendor Management
• Program Management