Lauren E. Gallagher

Pittsburgh, PA adgyyi@r.postjobfree.com

412-***-**** linkedin.com/in/lauren-gallagher6/

SR. VICE PRESIDENT, OPERATIONS & HUMAN RESOURCES

Entrepreneurial, forward-thinking influencer with proven success orchestrating programs, maximizing processes, and driving technology adoption while aligning global operations with brand value to accelerate service consistency & revenue growth.

Flexible, decisive leader with repeated success building organizations focused on the people and processes to optimize resource allocation, costs, and customer experiences in Customer Success operations. History of championing recruiting, hiring, training, and culture activities promoting diversity, inclusion, and professional development. Capable of balancing multiple simultaneous priorities, inspiring large multidisciplinary teams, and delivering complex projects within demanding timelines and budgets. Technical proficiencies include MS Office Suite, Bamboo, Taleo, and Zoho. Highlights of Expertise:

Multi-site Global Operations Strategy

Business Process Improvement

Client Delivery / Relationship Management

Procurement Outsourcing & Augmentation

Technology Implementation / SaaS

Mergers & Acquisitions (M&A) / Turnarounds

Cross-functional Team Leadership

Key Performance Indicators (KPI)

Team Building / Retention / Performance Management

Healthcare Data Analytics

Career Experience

Innovu, Inc., Pittsburgh, PA

Continuously assumed additional leadership responsibilities with success uniting teams around common goals while boosting efficiency, productivity, cost savings, and customer experiences through staffing and process improvements while promoting Saas for healthcare and benefits data transparency.

SR. VICE PRESIDENT, OPERATIONS & HUMAN RESOURCES (1/2019 – 7/2020)

Quickly adapted to new CEO and unified individuals across organizational silos as Executive Team member. Identified opportunities and risks, promptly communicating critical information to departmental leaders. Advanced company-wide quality process to promote consistency and delivery excellence through technology adoption, standardization of policies and best practices, documentation, and communication planning / rollout.

Entrusted to provide enterprise-wide HR leadership including deployment of new performance management process, pay structure, benefits (401K match, parental leave, and PTO policy), onboarding, and exit surveys.

Elevated efficiency, quality, and scalability by designing, building, and rolling out new client SaaS implementation process for healthcare data analytics yielding 450% implementation timeline reduction, $1M cost improvement, and 10-fold throughput increase over two years.

Analyzed data and delivered insightful presentations to BOD to influence key strategic decisions.

VICE PRESIDENT, CLIENT & PARTNER ENGAGEMENT (3/2018 – 1/2019)

Built the Customer Success Organization which included Operational Analyst, Program Management, and Relationship Management teams throughout client life cycle to augment engagement and secure further renewals. Evaluated data and created new roles accordingly to efficiently meet process and deliverable requirements. Redesigned roles and responsibilities as well as onboarding processes to minimize costs and timelines.

Completely rebuilt client implementation process from point-of-sale to go-live over four months.

Denali (Acquired by WNS in 2017), Pittsburgh, PA

Recruited and hired 100+ people in two years to build brand new delivery center in Pittsburgh for unique pure-play procurement services provider and provided steadfast leadership during business acquisition.

SR. DIRECTOR NORTH AMERICAN OPERATIONS (1/2017 – 3/2018)

As PMO for integration of all back-end processes, technology, and people-related items; coordinated all U.S. hiring and staffing efforts; and steered operations across four globally distributed delivery centers. Motivated and managed ~300 team members while driving alignment of delivery model, processes, and margins across all accounts with global standards / KPIs. Ensured delivery excellence and accelerate sales cycle through effective team leadership.

Developed efficiencies around quality and project execution to ensure consistent Global Client delivery.

DIRECTOR OF OPERATIONS (6/2013 – 1/2017)

Grew robust organization 5-fold requiring larger office following establishment of new client delivery center. Coached, mentored, and trained team members, providing constructive performance reviews along with promotions or disciplinary action as needed. Highlighted skills, processes, and high-performance team members with consistent sales cycle messaging across the globe and onsite client prospect tour.

Built new delivery center operations from scratch, achieving 500% growth in first three years.

Awarded Supply Chain and Demand 2015 Pros to Know for instituting innovative global process improvements across performance management, internal quality, client delivery, sourcing, and contract management.

Slashed new client ramp-up time in half while increasing customer satisfaction by 20% through process improvements across program / change management and kick-off processes alongside new forecasting model.

Maintained below-average employee attrition rate by championing culture-building programs and awards, flexible work environment, professional development, and employee empowerment.

Accenture, Pittsburgh, PA

Seamlessly transitioned to new culture and environment upon Accenture’s acquisition of Ariba’s Sourcing and Category Management organization, driving change management for Business Process Outsourcing (BPO) organization.

REGIONAL CATEGORY MANAGEMENT DIRECTOR (4/2011 – 6/2013)

Led 150+-member global team through managed service delivery model integration aligned with consulting organization with focus on service delivery consistency and timeliness to delight clients. Supported sales success by defining scope and capacity for tailored client SaaS solutions while promoting staffing and delivery efficiency to optimize program margins. Delivered staff mapping, transition process, communication, metrics implementation, and post-integration support while project-managing integration initiative.

Captured significant cost and delivery efficiencies by seamlessly orchestrating all integration activities to assimilate $5B client with 50 team members into outsourced delivery model and associated supporting teams.

Evaluated capacity, capabilities, and personal drive for growth while executing strategic staffing decisions.

Co-crafted Category Management Methodology adopted enterprise-wide to track and manage roles, inputs/outputs, and associated costs increasing operational excellence.

SR. MANAGER (10/2010 – 4/2011)

Supported smooth integration and transition through planning, communication, and knowledge sharing. Tracked and monitored migration of training documentation. Concurrently executed day-to-day activities such as recruiting and hiring, financial reporting, and staff training and development to enhance customer success.

Proactive member of 10-person pre-acquisition team tasked with streamlining integration of 180 people as well as processes, technologies, and tools acquired from Ariba, Inc.

ADDITIONAL EXPERIENCE: Sr. Manager / Manager, Spend Management Service / Operations Manager Ariba, Inc. Engagement Manager / Sr. Consultant FreeMarkets National Account Executive Metalsite Inc. Sales Rep

Education

Bachelor of Arts, Communications (Sales & Marketing / English Minors), Purdue University, West Lafayette, IN

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