Service Delivery Continuous Improvement

Christopher Love, MSM, PMP

Goodyear, AZ • 720-***-**** • *************@*****.*** • www.linkedin.com/in/christopherwlovemsm

C-Level Executive Growth Catalyst Trusted Advisor to executive teams successful in defining strategic direction and developing data-driven strategies and solutions to scale business while optimizing performance across the enterprise. Adaptive change agent with an ability to quickly assess environments/challenges and roll out initiatives that elevate quality service delivery, reverse negative trends, and maximize operational efficiency. Cross-functional collaborator known for fostering a positive company culture through stakeholder relationships built on trust and leadership. Empowers team members by implementing KPI-driven performance frameworks while remaining focused on continuous improvement. Noted for:

Operational Efficiency: Implemented strategic cost optimization through resource reallocation, service optimization, vendor negotiations, and high-impact teams, delivering $300K YOY savings within six months of strategy implementation.

Strategic Partnerships: Executed comprehensive audit of service partnerships, consolidating vendors from five to two while generating 35% cost savings and maintaining excellence in service delivery standards.

Growth Innovation: Identified and executed service transformation opportunity, developing a 14-day strategic rollout of premium offerings that resulted in 30% client adoption and new revenue streams within six months.

Performance Excellence: Demonstrated success in building and developing high-performing teams from the ground up, achieving >99% service delivery standards for over 12 consecutive months through data-driven performance tracking.

Core Competencies that Drive Business Growth

Strategy Planning Execution

Transformation Turnarounds

Operational Excellence

P&L Management

Revenue Growth

Customer Success Management

M&A Integrations

Strategic Alliances

Process Optimization

Lean Team Development

Continuous Improvement

Data Analytics

Safety and Risk Management

Problem Identification and Solution

Compliance

Executive Negotiations

Vendor Selection and Negotiation

ESG Strategy Implementation

Technical Acumen

Cross-functional Teams

Capital Project Management

A History of Employing a Global Mindset to Deliver Cutting-Edge Solutions

RunPod, Inc, San Francisco, CA 2024 – Present

HEAD OF BUSINESS OPERATIONS

Recruited as the first business hire of this startup to drive growth and lead operations for the globally distributed, hypergrowth cloud AI/ML platform. RunPod is on the list of Forbes 2024 Next Billion-Dollar Startups. Serves as a versatile executive leader reporting directly to the CEO, providing comprehensive oversight of core business operations, including finance, legal, HR (including benefits restructuring), IT, security compliance, procurement, PR, technical support, and developer relations (DevRel). Established robust operational frameworks while acting as the organizational "glue" to ensure cross-functional alignment and operational continuity during this period of exponential growth.

Drove >200% revenue growth to $45M in 12 months while building scalable operational frameworks, implementing feedback loops, and establishing cross-functional KPIs for measuring success

Implemented and managed company-wide OKR framework and KPI tracking systems, driving accountability and measurable results across all departments

Built comprehensive training programs for technical support and DevRel teams, resulting in 40% faster onboarding time and improved team performance

Spearheaded successful enterprise-wide SOC 2 certification process and initiated SOC2/GDPR/HIPAA compliance frameworks and implementation

Introduced and led the implementation of an Entrepreneurial Operating System (EOS), creating clear accountability structures and enhancing cross-departmental collaboration during rapid scaling phases

MessageMedia (acquired by Sinch), Denver, CO 2020 – 2023

VICE PRESIDENT, OPERATIONS AND SUPPORT

Hired by the President to upskill a less tenured workforce for this $2.16B communication and mobile messaging company with 3,000 employees. Reported directly to President and CEO with oversight of 10 employees and three direct reports. Oversaw operations, project management, hiring, regulation compliance, contract negotiations, procurement, reporting, restructuring operations and support teams, strategic planning, employee engagement, and event planning and coordination.

Led customer success initiatives and support operations, achieving 95% customer satisfaction rate and reducing churn by 25%

Developed and implemented performance monitoring systems using KPIs to track team metrics, resulting in 30% improvement in response times

Assembled and cultivated the first-ever, high-performing, North American operations team within three months, including implementing comprehensive training programs and technology integration protocols

Restored global trust and transformed culture by creating and implementing innovative international communication processes, resulting in improved cross-team collaboration and 40% faster project completion

Partnered with sales leadership to ensure compliance throughout the acquisition process while maintaining clientele, resulting in the migration of 50 clients to the platform

Lynton Web, Golden, CO 2017 – 2020

VICE PRESIDENT, TECHNOLOGY

Engaged by the CEO/founder to build out the tech support department for the $5M marketing and website development agency specializing in custom HubSpot integrations with 45 employees. Reported to the President, CEO, and founder, overseeing 23 employees and 15 direct reports.

Led a 30-day restructuring plan, unifying technology groups and revitalizing culture through strategic role evaluation and executive/HR alignment.

Resolved cross-functional barriers using the "Four Helpful Lists" framework, implementing a recognition platform to enhance morale and departmental collaboration.

JERA Partnerships, LLC, Broomfield, CO 2014 – 2017

DIRECTOR TECHNICAL SERVICES AND SUPPORT

Drove web development, corporate planning, business strategy, roadmap architecture, client services, international market research, automation, digital transformation, and strategic initiatives for all technology needs for the $1M leadership coaching, strategic planning, and consulting company with seven employees. Reported to the founding partner and COO.

Spearheaded strategic planning during launch phase of the company, driving business revenue from zero to $2.5M.

Created a dynamic and engaging website that aligned client strategy with business dev. Increased contact by 40%.

Established Access to Partner website, driving company sales and evolving into the basis for over 50% of JERA’s revenue.

Achieved 35% sales growth and 50% prospect engagement via strategic video/blog creation and digital optimization.

Developed a workshop/seminar registration process that yielded a 50% increase in attendance.

FTR, Ltd., Brisbane, Australia 2014 – 2015

GLOBAL TECHNICAL SUPPORT MANAGER US IT DIRECTOR (Denver, CO)

Led turn-around global support operations, revitalized policies to improve efficiencies, mentored employees, reduced costs, and implemented FTR systems for this digital court reporting and recording technology company with 250 people. Reported to the VP of Technology with eight direct reports. Enhanced team morale and customer satisfaction and enabled the implementation of a 24/5 support plan by restructuring the team and gaining buy-in from the board on new support tools.

Earlier roles: Technical Support Manager, Envivio – Rennes, France Senior Systems Engineer, Frontier Airlines – Denver, CO US Technical Support and IT Manager, Mirada Medical – Oxford, England Senior Technical Support Engineer, Quantum – Inglewood, CA Technical Support Engineer, VMware – Palo Alto, CA Network Engineer, Kyocera – Kyoto, Japan

Education Professional Affiliations

MS, Management, Argosy University College of Business, Phoenix, AZ

BA, Psychology, North Central College, Naperville, IL

Project Management Institute (National and Mile-High Chapter)

Sigma Beta Delta Business Honor Society

International Law Enforcement Educators and Trainers Association (ILEETA)

Certifications

Project Management Professional (PMP)

ITIL v3 Foundation Certification

Six Sigma Green Belt Certification (CSSGB)

Lean Six Sigma – Green Belt Certification

Kaizen Certified Professional (KCP)

Certified Professional Life Coach (CPLC)

Certified NLP Practitioner

Arizona Notary Public

VMware Certified Professional (VCP)

Microsoft Certified Professional (MCP)

Google Analytics Individual Qualification (GAIQ)

Multiple HubSpot Certifications (12+)

BUILDING AND SCALING ORGANIZATIONS THROUGH STRATEGIC INNOVATION AND OPERATIONAL EXCELLENCE

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