Enterprise Operations & Customer Success Leader

Jodie Miller **********@*****.*** • Augusta, GA **809

http://linkedin.com/in/jodie-miller-03045b11 • 706-***-**** Enterprise technology and operations leader with 15+ years of experience driving complex implementations, strategic initiatives, customer experience improvements, and business transformation across large-scale organizations. Proven ability to align business, technology, product, and operations teams to deliver measurable outcomes. Skilled at simplifying complexity, establishing governance, leading change, and translating strategic objectives into scalable solutions that improve client and associate experiences. Areas of Expertise

● Customer Success Management

● Project Governance Strategies

● Client Experience Improvement

● Process Alignment & Scalability

● Operational Process Optimization

● Performance Metrics Development

● Data-Driven Strategy Implementation

● Cross-Functional Collaboration Excellence

● Client Retention

● Agile Project Management

● Strategic Execution

● Revenue Growth

Professional Experience

ECi Software Solutions, Remote February 2026 – July 2026 Director of Operations, LBM and Distribution

● Partnered with executive leadership to drive operational performance, customer experience initiatives, and strategic prioriti es within a SaaS technology organization.

● Developed executive reporting, operational insights, and performance visibility across customer health, churn, forecasting, a nd business operations.

● Led cross-functional initiatives across Customer Success, Finance, Sales, and Operations to improve processes, accountability, and execution.

● Translated complex operational data into actionable insights supporting leadership decisions and business reviews.

● Supported organizational transformation efforts within a rapidly changing, private-equity-backed technology environment. Paychex, Remote May 2025 - November 2025

Business Process Manager

● Led enterprise implementation and client experience initiatives within a large-scale HCM technology organization, partnering with cross-functional teams to improve customer outcomes and operational execution.

● Managed complex client onboarding and implementation activities, ensuring alignment across sales, operations, product, and customer stakeholders.

● Drove process improvement efforts to enhance implementation consistency, reduce operational friction, and improve the customer journey.

● Collaborated with executive stakeholders to identify risks, resolve escalations, and support successful client transitions.

● Applied program management expertise to coordinate complex initiatives, manage competing priorities, and deliver results in a fast-paced technology environment.

● Built strong relationships with internal teams and external stakeholders through clear communication, accountability, and a customer-focused approach.

● Supported organizational change initiatives while adapting quickly to evolving business priorities and leadership transitions. ADP, Augusta GA 2014 – 2025

Director, MAS Core South Implementation (2023 to 2025)

● Led a regional implementation organization responsible for hundreds of client implementations annually, driving successful delivery of complex HCM solutions and exceptional customer outcomes.

● Earned Region of the Year – 2024 recognition through strong operational execution, client satisfaction, and team performance.

● Designed and implemented process improvements that reduced out-of-bounds activities by 75%, lowered onboarding errors, and decreased client escalations by 20%.

● Built strong partnerships across Product, Service, and Implementation organizations to improve alignment and delivery outcomes.

● Developed and coached implementation leaders and associates, improving team performance, engagement, and retention. Senior Manager, Integration & Operations Setup (2022 to 2023)

● Managed complex enterprise implementation portfolios supporting private enterprises and Fortune 500 clients.

● Developed strategic roadmaps that improved delivery consistency, reduced bottlenecks, and accelerated client onboarding.

● Established governance practices that strengthened transparency, accountability, and execution across teams. Operations Manager, Compliance Solutions (2017 to 2022)

● Led project managers and onboarding specialists supporting complex enterprise implementations across multiple product categories.

● Developed operational governance strategies aligning cross-functional teams with business priorities.

● Directed client experience initiatives leveraging Net Promoter System insights and data-driven improvement opportunities.

● Launched automated training solutions that improved knowledge transfer and reduced manual onboarding efforts. Senior Project Manager, Compliance Solutions (2014 to 2017)

● Managed large-scale client experience and implementation initiatives, improving execution frameworks and delivery quality.

● Leveraged customer feedback and performance metrics to drive continuous improvement initiatives.

● Increased client experience scores through data-driven improvements, contributing to a 60-point NPS increase from -12 to 50+.

Guidance Software (Now Open Text), Pasadena, CA 2011 – 2014 Senior Project Manager

● Managed technology, web, and client experience initiatives across Development, Product Management, Web Operations, and Sales teams.

● Delivered process improvements through structured project governance, analytics, and cross-functional execution.

● Supported global onboarding initiatives and technology programs improving customer engagement and operational effectiveness.

Education and Certifications

Bachelor of Arts in Communications University of Georgia, Athens, GA PMP Certified (previous) • Agile/Scrum

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