Rob Ossian

About Rob Ossian

Highly accomplished and visionary Global Operations Professional at the executive level with over 25 years of successful experience at the COO, VP, Director, and Manager levels recruiting, managing, scaling, and retaining high-performance international and remote Global Operations, Technical Support, Customer Success, Omnichannel Call Centers, DevOps, Development, Compliance, Salesforce, CRM, and Sales teams for fast-growth Startups and Fortune 500 Software as a Service (SaaS), Cloud, Managed Professional Services, Cybersecurity, Hosting (AWS, Azure, Bare Metal), Healthcare, and FinTech software technology organizations. People I work with describe me as a strong, creative, and motivational leader who builds lasting cross-functional relationships, inspiring ownership and commitment to achieving world-class results. I am a collaborative, data-driven business partner who prioritizes continuous improvement and leads through Servant Leadership principles, Lean Six Sigma, and emotional intelligence. I am passionate for creating structure out of chaos and have an earned reputation of consistently converting impossible challenges into scalable new product revenue streams.CAREER HIGHLIGHTS Successful turnaround of struggling private equity owned Software as a Service (SaaS) Hosting and Professional Services company, growing revenue by 340% and outperforming the revenue plan by 32%. Establish Sales/Support strategy for $500MM markets in North America, Europe, China, Australia, and India while transitioning to new CRM, resulting in $12MM annual savings. Direct international development of automated Online and In-Product discovery of managed SaaS products, to successfully support over $1B annual revenue. Recruit, train, and manage the daily operations of a 200+ globally distributed 24x7x365 “Follow the Sun\" remote team of L1/L2/L3 Support, Implementation, Customer Success, Project Management, DevOps, and Regional Managers to deliver exceptional Software as a Service (SaaS) customer experiences. Simultaneously increase Customer Satisfaction scores from 62% to 95%, while also reducing Operations costs by 41% and maintaining 94% employee retention over a 7-year period. Strong vendor negotiation skills: Reduced Salesforce costs by 41%, Enterprise IT costs by 22%, VMWare costs by 38%, bandwidth costs by 41%, AWS costs by 28%, and MS Azure costs by 32%.

Experience

1. Senior Director of Operations

   CloudFirst

   Oct 2023 — Present · Austin, TX, US

   Senior operations executive leading cross-functional technical teams (engineering, virtualization, networking, security, backups, customer support, data centers, business reporting) for a global Managed Services Provider (MSP) focused on VMware, Azure, and Hybrid private cloud and managed infrastructure solutions. Responsible for driving operational efficiency, service delivery quality, and strategic scalability across the organization.• Led operational transformation that reduced ticket resolution times by 56% and improved customer satisfaction scores by 35% within 12 months.• Implemented AI enhanced Remote Monitoring and Management (RMM) automation that eliminated manual engineering effort by 61%.• Streamlined internal processes and realigned roles to increase team productivity by 36% and reduce engineering escalations by 52%.• Oversaw daily Operations supporting 3,500+ global clients, ensuring 99.99% uptime and driving a 19% year-over-year reduction in customer churn.

Education

• Western Governors University

  Bachelor of Science, Business - Information Technology Management

Skills

• Cloud Computing
• Saas
• Enterprise Software
• Disaster Recovery
• Active Directory
• Cross-Functional Team Leadership
• Integration
• Service Delivery
• Itil
• System Deployment
• Vmware
• Product Management
• Windows Server
• Networking
• Problem Solving
• Dns
• IT Management
• Troubleshooting
• IT Service Management
• Leadership
• Messaging
• Team Leadership
• Business Process
• Start-Ups
• Security
• Management
• Process Improvement
• Customer Support
• Servers
• Virtualization
• Project Management
• Microsoft Exchange
• Strategy
• Data Center
• Storage
• Professional Services
• Crm
• Business Analysis
• Account Management
• System Administration