Skate Buchanan

About Skate Buchanan

I build delivery operations that didn’t exist before. → That’s the through-line of my 22-year career — walking into organizations where client delivery was reactive, fragmented, or overloaded, and building the people, processes, and systems to make it scalable, measurable, and repeatable. → I’ve done this across MarTech, FinTech, and MortTech — three sectors with very different clients, compliance requirements, and complexity levels — and the playbook holds: define the operating model, build the right team, embed AI where it removes friction, and hold the line on quality. What I’ve delivered: → Built a three-function Client Delivery org from the ground up — Implementations, Business Development, and Partnership Management — achieving multi-million-dollar implementation revenue tied directly to my team’s output. → Scaled IDP operations to millions of packages and hundreds of millions of pages at 95%+ accuracy across tens of thousands of unique document types — using AI-assisted QC, standardized playbooks, and automated classification workflows. → Orchestrated enterprise Agile transformation for 11 cross-functional data teams serving nearly 100 product teams — driving triple-digit gains in velocity, throughput, and business support capacity within a single quarter. → Managed a 70M+ member loyalty program generating significant incremental revenue annually — running 5,500+ campaigns per year with under 3% error margin across every channel. My operating philosophy: → Delivery is a competitive advantage, not a cost center. When you standardize implementation frameworks, embed AI intelligently, and build teams that own outcomes — clients stay, revenue grows, and the organization scales without chaos. → I hold certifications in Advanced Scrum Product Ownership (A-CSPO) and Anthropic’s AI Fluency Framework — because I believe operational leaders need to understand the tools their teams use, not just delegate to them.

Experience

1. Vice President, Client Delivery

   Xpanse

   Jan 2024 — Present · OH, US

   Executive Summary → Built and led a three-function Client Delivery organization—Implementations, Business Development, and Partnership Management—accountable for end-to-end delivery of IDP, Order Management, Snowflake, and API integration platforms for enterprise FinTech and mortgage technology clients.Key Achievements → Organizational Build-Out: Built the Client Delivery org from the ground up, hiring and structuring a high-performance 7-person team. Established scalable delivery engines directly tied to multi-million-dollar implementation revenue. → IDP Operations at Scale: Scaled Intelligent Document Processing (IDP) to millions of packages and hundreds of millions of pages. Achieved 95%+ accuracy across tens of thousands of document types by standardizing SLA frameworks and AI-assisted QC workflows. → Order Management & Delivery: Optimized Podium Order Management throughput across Loan Mod, Title, Tax, Appraisal, and VOIE services. Led end-to-end platform implementation, UAT coordination, and production support. → Strategic Partnership Growth: Expanded partner integrations to 60+ vendors. Managed the full lifecycle of contract development (NDA, MSA, SOW) and onboarding across mortgage tech and FinTech platforms. → AI & Process Automation: Reduced manual review cycles by embedding AI-driven automation—including Claude (Anthropic) and Palantir Foundry—into IDP classification and quality control workflows. → Enterprise Implementations: Directed complex deployments involving Snowflake, cloud data, and API/SFTP integrations. Managed BRD/SOW authoring and UAT for environments including ICE Encompass, Power BI, and custom APIs. → Leadership & Talent Development: Cultivated a leadership tier (Directors and Managers) with defined career frameworks and OKR alignment, maintaining high retention and performance standards.

Education

• The Ohio State University

  Bachelor of Science - BS, Leadership and Humanities

• Franklin University

  Master of Science - MS, Marketing and Communication