Michaud Ray

About Michaud Ray

Executive leader with 29+ years driving contact center transformation, vertical market expansion, and enterprise growth across financial services, insurance, healthcare, and technology. I build things that don\'t exist yet. Launched the first insurance vertical practice at SYKES. Pioneered the first financial services vertical strategy at SITEL, what became Foundever. Now leading Digital Operations — a new service line focused on compliance-intensive, technology-enabled work in financial crimes, trust & safety, collections, claims, and specialized sales and support. Career highlights:$200M+ in new logo acquisition.$750M+ portfolio under management. 100% client retention across strategic accounts. Key leader in JD Power\'s largest call center certification in company history. What connects all of it: taking ambiguous market opportunities, building the teams and infrastructure to capture them, and turning white space into recurring revenue.

Experience

1. SVP, Head of Digital Operations

   Foundever

   Apr 2026 — Present

   Leading Foundever\'s Digital Operations service line, a newly established business unit spanning six practice areas: Financial Crimes Compliance (KYC/AML), Trust & Safety, Collections, Insurance Claims, Sales as a Service, and Technical Support as a Service.Building the commercial, operational, and go-to-market infrastructure for specialized services where regulatory expertise, technology integration, and domain depth determine competitive advantage.Scope includes: Lead a senior team of practice heads across financial crimes, insurance, collections, platform trust, and revenue operations Develop service line commercial models and client engagement frameworks Drive technology and AI integration strategy across compliance-intensive workflows Establish market positioning in domains where depth of expertise—not just scale—creates differentiation Position Foundever to engage more deeply in client workflows beyond traditional customer experience, capturing higher-value work in regulated and specialized operations.

Education

• University of Tennesse Center for Executive Education

  Certification, Vested Outsourcing & Collaborative Contracting

  2011 — 2012

• Heriot-Watt University

  MBA, MBA Program

  2005 — 2007

Skills

• Business Process Improvement
• Call Center
• Call Centers
• Business Development
• Training
• Leadership
• Customer Experience
• Strategy
• Program Management
• Cross-Functional Team Leadership
• Marketing Strategy
• Process Improvement
• Quality Assurance
• Bpo
• Crm
• Account Management
• Change Management
• Vendor Management
• Outsourcing
• Management