Chief Operating Officer

ED DELANCEY

Chief Operating Officer • Scaling Customer Operations & Service Delivery in Regulated SaaS & Healthcare

Monessen, PA 571-***-**** **.********.*********@*****.***

EXECUTIVE PROFILE

Execution-focused Chief Operating Officer with 15+ years leading customer operations, service delivery, and cross-functional execution in regulated healthcare and SaaS environments.

Specialized in stabilizing high-risk service operations, building scalable onboarding and deployment frameworks, and designing escalation governance systems that de-risk growth.

Known for hands-on leadership, operational playbook design, and translating strategy into real-world systems that scale, perform, and compound enterprise value.

EXECUTIVE STRENGTHS

Enterprise & Service Operations Leadership Customer Experience & Retention Strategy

Organizational & Behavioral Transformation Regulated & High-Reliability Environments

Cross-Functional & Distributed Teams Escalation Management & Risk Mitigation

Metrics-Driven Performance Improvement Executive Communication & Stakeholder Alignment

Philips North America (Respironics Division)

Senior Director–Level, Customer Operations & Service Transformation- Murrysville, PA Oct 2019 – Oct 2025

Led cross-functional customer operations across Support, Product, Engineering, and Clinical Operations within a HIPAA-regulated healthcare technology environment.

Served as executive integrator between customers, product teams, engineering, and clinical stakeholders to stabilize service delivery and de-risk high-impact operational failures.

Rebuilt escalation governance, incident response protocols, and service recovery systems across mission-critical product lines.

Designed operational playbooks, performance cadences, and cross-functional accountability models to improve execution velocity and service reliability.

Owned executive-level accountability for customer trust recovery during high-severity incidents and regulatory-impacting service disruptions.

Partnered with commercial and sales leadership to align service delivery capacity with revenue growth and customer expansion objectives.

Improved customer retention economics by stabilizing onboarding, reducing escalation frequency, and restoring enterprise customer trust.

COO-Relevant Impact

Stabilized high-risk customer operations in a regulated healthcare environment

Rebuilt escalation governance and incident response protocols

Designed repeatable operational playbooks and cross-functional execution cadences

Served as executive point of accountability for customer trust recovery

Improved operational predictability, service reliability, and customer confidence

SAIC (Science Applications International Corporation)

Technical Support Call Center Manager - Alexandria, VA Aug 2014 – Apr 2019

Led operations for a multi-site technical support function serving domestic and international clients within government and enterprise environments.

Directed daily operations for a 10-person technical support team supporting hardware and software platforms

Established performance metrics, SLA tracking, and escalation protocols to improve service consistency

Designed and implemented a formal Quality Assurance (QA) program governing customer interactions & issue resolution

Coordinated with vendors, field teams, and internal stakeholders to resolve complex technical incidents

Led multi-site service operations for domestic and international enterprise and government clients, overseeing service delivery, escalation management, and cross-functional execution.

Impact Highlights

Improved customer retention by 40% through QA implementation and service standardization

Reduced average response times by 15%, increasing productivity and customer confidence

Learning to Lead (Owner – Operated Services Company)

Founder & Chief Executive Officer - Monessen, PA Mar 2011 – Present

Founded and operated a service-based business focused on behavioral change, trust-based relationships, and long-term customer outcomes.

Built and led a service transformation practice focused on customer trust, operational execution, and scalable service delivery.

Designed onboarding frameworks, client experience models, and behavioral operating systems to improve consistency, accountability, and outcomes.

Developed repeatable deployment playbooks and governance models applicable to both commercial and nonprofit environments.

Advised leadership teams on operational maturity, execution discipline, and service recovery during periods of growth and transition.

Turned chaos-prone service functions into calm, repeatable, high-performance operations.

Executive Relevance

This role reflects founder-level accountability, customer psychology expertise, and hands-on operational leadership, directly applicable to customer-centric, transformation-driven executive roles.

ENTERPRISE NETWORKING LEADERSHIP (COMPRESSED)

Bay Networks (Nortel)

Network Specialist / Manager - Santa Clara, CA May 1991 – Aug 2014

Supported enterprise network infrastructures for Fortune 500 organizations

Led troubleshooting across complex hardware/software ecosystems

Worked closely with engineering teams on protocol integration and product rollout

Specialized in TCP/IP, SMTP/POP, Ethernet, and enterprise network topologies

EARLIER EXPERIENCE

Network Technician United States Marine Corps - Japan & Global Assignments

COBOL Programmer United States Marine Corps

EDUCATION CREDENTIALS

Master of Science (MS) in Information Technology (Military)

Certified Associate in Project Management (CAPM)

COBOL Programing

Scrum Master Risk Management (PENDING)

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