Michele Viso

About Michele Viso

Luxury Operations | Client Experience Strategy | After-Sales Service Transformation | Repair Network Leadership | DBAI am a strategic leader in luxury service operations focused on driving operational excellence and client experience transformation across complex regional markets.As Director of Care Services at Cartier, I oversee the after-sales service ecosystem across the Americas, ensuring that operational performance aligns with the exceptional standards expected of one of the world’s leading luxury maisons. My work spans repair network leadership, service capacity planning, spare parts and repair volume forecasting, and cross-market initiatives designed to elevate the client experience throughout the product lifecycle.I also lead initiatives that integrate digital tools and omnichannel service capabilities into the after-sales journey, including operational dashboards that enable boutiques to monitor repair performance and client communication tools that connect in-store service with online repair flows. These initiatives help translate operational data into actionable insights while improving transparency and engagement for both clients and retail teams.I specialize in translating strategy into operational execution, helping organizations scale high-touch service models while leveraging digital innovation and data-driven insights to improve service performance and client engagement.I hold a Doctorate in Business Administration (DBA), where my research examined sustainability and evolving consumer expectations in the luxury sector. This research informs my leadership approach, combining academic insight with practical execution to help organizations adapt to changing market dynamics.In addition to my corporate role, I teach Organizational Behavior at Miami Dade College, mentoring future leaders and connecting leadership theory with real-world business practice.Areas of focus include:• Luxury service operations and after-sales strategy • Strategic Transformation• Client experience transformation and omnichannel service design• Repair network performance and operational optimization• Service capacity planning, forecasting, and data-driven decision making• Digital service innovation and operational dashboards• Cross-regional operational leadership• Sustainability in luxury business modelsI am passionate about advancing the role of after-sales service as a strategic pillar of the luxury customer journey and helping organizations align operational excellence, digital innovation, and meaningful client relationships.Connect with me at m•••••••@fiu.edu

Experience

1. Director Care Services - Americas

   Cartier

   Sep 2024 — Present · New York, NY, US

Education

• Nova Southeastern University

  Bachelor's degree

• Nova Southeastern University

  Master of Business Administration - MBA

• Florida International University

  Doctor of Business Administration (DBA)

Skills

• Project Management
• Sap
• Change Management
• Customer Service
• Strategy
• Forecasting
• Continuous Improvement
• Six Sigma
• Program Management
• Supply Chain Management
• Team Building
• Management
• Process Engineering
• Negotiation
• Ms Project
• Project Planning
• Supply Chain
• Cross-Functional Team Leadership
• Public Relations
• Business Strategy
• Aerospace
• Contract Negotiation
• Logistics
• Training
• Dmaic
• Leadership
• Business Development
• Business Process Improvement
• Team Leadership
• Microsoft Office
• Sales
• Sap Products
• Process Improvement
• Market Research
• Kaizen
• Strategic Planning
• Crm
• Product Development
• Analysis
• Lean Manufacturing