Marc Lonergan

About Marc Lonergan

Strategic operations leader with experience leading teams in customer support, production, information systems, eCommerce, rev ops, IT & security, order management, and business ops, in fast-paced, high-growth companies. I have a demonstrated history of producing meaningful company enterprise value growth by leading company initiatives to reduce production & distribution costs and increase systems & process efficiencies.

Experience

1. Executive Director of Operations

   IvyWise

   Jan 2024 — Present · New York, NY, US

   Lead all client-facing operations for a premier luxury educational consultancy generating $24M+ in annual revenue, owning four departments — Client Relations, Counseling, Tutoring, and Research — with 65 employees, six direct reports, and oversight of a $6M+ annual operational cost center-Built the company\'s operational playbook infrastructure from scratch — Service Recovery Playbook, CR Management Playbook, Busy Season Manual — creating institutional knowledge that enabled scalable, consistent service delivery-Designed a four-tier service recovery and escalation framework with SLA-based protocols, reducing program reversals and refunds 27% YoY and 67% below budget-Achieved 92% positive CSAT scores and NPS of 70 by establishing proactive communication standards, quarterly roster reviews, and a real-time Client Issues Tracker-Developed and promoted three team leaders into director-level roles; maintained leadership continuity through two Director of Client Relations transitions; formalized an Operations Leadership Team-Designed a five-pillar operations strategy adopted as the company\'s 2026 operational frameworkOversaw delivery of 6,500+ counseling hours, 4,200+ tutoring hours, and 3,600+ Roundtable essay reviews annually across the full admissions cycle-Sponsored cross-functional initiatives including Salesforce-portal integration, client communications modernization, and CLA digitization — rated 4.62/5.0 by counselors-Led redesign of counselor onboarding and professional development programs, partnering with the Director of Counseling on performance management and training curriculum

Education

• University of Wisconsin-Madison

  Bachelor of Arts - BA, Psychology

  2008 — 2012

Skills

• Information Systems
• Customer Service
• Training
• Microsoft Word
• Teamwork
• Nonprofits
• Purchasing
• Student Affairs
• Microsoft Office
• Recruiting
• Staff Development
• Research
• Management
• Analysis
• Microsoft Excel
• Powerpoint
• Event Planning
• Student Leadership
• Nonprofit Organizations
• Procurement
• Leadership
• Data Analysis
• Teaching
• Community Outreach
• Public Speaking
• Higher Education