David Rha
Morris Plains,NJ
Summary
Results-driven Client Experience and Operations Executive with a solid track record in end-to-end client management, driving Pre-Sales, Implementation, Service, and Business Transformation initiatives. Spearheaded operational reengineering projects that significantly enhanced client satisfaction and decreased service delivery times. Proven ability to improve financial profitability through strategic planning, process optimization, and team leadership. Dedicated to utilizing insights for developing innovative solutions that elevate the client experience and foster business growth.
Overview
26
26
years of professional experience
1
1
Certification
Work History
SVP
HomeRiver Group
Parsippany, NJ
04.2023 - Current
- HRG is the largest single-family rental property management company, with over 40,000 homes under management for retail and institutional clients.
- Reduced operating costs by $4M through workforce optimization and building a global team.
- Generated $2M in EBITDA through innovative product releases.
- Head of resident operations, ancillary products, customer service, leasing, underwriting, and renewal.
- Launched robotic process automation (RPA) to automate lease document drafting and processing.
SVP Client Experience
Harri
New York, NY
08.2021 - 04.2023
- Company Overview: Harri is a software-as-a-service (SaaS) HR, Workforce Management, and Talent Acquisition platform, recognized as one of the top tech startups.
- Implemented in over 10,000 business locations, with over 41% growth year over year while optimizing cost and margin.
- Accelerated time to start new clients by over 27% year over year.
- Built global teams from the ground up in 3 continents
- Harri is a Software as a Service (SaaS) HR, Workforce Management, and Talent Acquisition platform, recognized as one of the top tech startups.
SVP Global Client Management
CWT
07.2017 - 08.2021
- Company Overview: CWT is a business travel management platform with over $25B in global travel transactions.
- Led global client management, solution consulting, implementation, and contact center organizations, 3K FTEs.
- Transformed the new client experience program based on the Net Promoter Score, achieving a 75 NPS, the highest in the industry.
- Managed a top Global Fortune 100 client portfolio, achieving over 97% retention and P&L growth.
- CWT is a business travel management platform with over $25 billion in global travel transactions.
VP Americas Global Client Solutions
American Express Global Business Travel
01.2016 - 06.2017
- Head of client operations, solution consulting, and implementation.
- Reduced implementation cycle time by over 30%.
- Launched a SaaS solution for the mid-market segment, a turnkey onboarding process, accelerating the start time by over 90%.
Vice President - Implementation Operations
ADP
02.2012 - 12.2015
- New client project management: implemented 20,000 new clients on Payroll Tax products, improving the onboarding cycle time by over 15%.
- Designed and launched an implementation BPM tool to increase efficiency by 18%.
- Designed and launched ADP's first client experience and loyalty workflow tool for NPS.
Senior Director - Client Experience and Transformation
ADP
09.2009 - 02.2012
- Led Lean Six Sigma (LSS) process excellence, trained and mentored over 100 employees, and certification.
- Delivered over $5 million in cost savings from the LSS program.
- Led the Compliance Division Transformation initiative, redesigning the organization around the product to accelerate growth into a $1B division.
- Contributed to the Hire Act labor research used by the White House during the Great Recession, analyzing national employment in response to the Hire Act, and economic stimulus.
Product Manager, Product Development, Reengineering
ADP
08.2001 - 09.2009
- Head of the Rapid Engineering Team in San Francisco/Bay Area.
- Accelerated sales and implementation through designing and launching BPM.
- Developed a Knowledge Management platform to drive down service handle time.
- Built a capacity management tool to optimize resource management.
Manager - Business Development
SAAS Startup
03.1999 - 05.2001
- Company Overview: A startup focused on delivering e-commerce capability for small and medium-sized businesses.
- Partnered with venture companies for Series A and B funding.
- Developed product and service strategy.
- A startup focused on delivering e-commerce capability for small and medium-sized businesses.
Education
Master of Business Administration -
UCLA Anderson School of Management
Product Management Executive Program -
University of California, Berkeley, Haas School of Business
Bachelor of Arts - Legal Studies
University of California, Berkeley
Websites
Certification
- Net Promoter Certified Associate (NPS) - Satmetrix
- Lean Six Sigma - ADP
- Microsoft Certified Professional (MCP) - Microsoft
- Project Management Professional (PMP) - Project Management Institute
Accomplishments
- Managed client portfolio of Fortune 100 companies, managing retention and P&L
- Delivered over $15M in cost-saving through process reengineering
- Led Robotic Process Automation (RPA) to automate client servicing
- Mentored over 100 staff in lean six sigma and process improvement initiatives
- Successful business integration and optimization with Private Equity businesses
- Contributed to the Labor market research used by the White House during the Great Recession
Honorsandawards
- High Potential Senior Leadership Development Program
- Product Innovation Award for Sales Process Automation
- Client Quality Award
Timeline
SVP
HomeRiver Group
04.2023 - Current
SVP Client Experience
Harri
08.2021 - 04.2023
SVP Global Client Management
CWT
07.2017 - 08.2021
VP Americas Global Client Solutions
American Express Global Business Travel
01.2016 - 06.2017
Vice President - Implementation Operations
ADP
02.2012 - 12.2015
Senior Director - Client Experience and Transformation
ADP
09.2009 - 02.2012
Product Manager, Product Development, Reengineering
ADP
08.2001 - 09.2009
Manager - Business Development
SAAS Startup
03.1999 - 05.2001
Master of Business Administration -
UCLA Anderson School of Management
Product Management Executive Program -
University of California, Berkeley, Haas School of Business
Bachelor of Arts - Legal Studies
University of California, Berkeley
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