Christine Hayes
Education Services & Operations Executive
Somerville,ME
Summary
Strategically-focused & results-driven professional with extensive experience in successfully managing educational programming, establishing culture of collaboration/learning, and building strong relationships in customer-facing environments to facilitate exceptional customer experience.
Talented in bringing business critical insights and best practices via analytics and cross-functional alignment of goals. Proven success in virtual/ blended instruction, educational technologies, learning management systems, resource planning, operations leadership, and performance enhancement. Known for optimizing customer satisfaction, transformational change management, and continuous process improvement. Adept at hiring, training, motivating, and leading teams to drive success.
Overview
25
25
years of professional experience
Work History
Senior Director of Customer Success
Zum
Redwood City, CA
06.2023 - Current
- Led newly created Customer Success function at Zum.
- Created Customer Playbook with process and templates to support improved customer experiences to ensure 100% retention and enhanced support services.
- Developed Customer Success Strategic Plan, identified team and individual customer goals and KPIs to track and measure initiatives' success.
- Mapped Customer Journey to produce high quality systems to meet and exceed customer expectations.
- Executed business plans and developed Customer Health Report to facilitate initiatives, trainings, and risk mitigation.
- Identified and communicated customer needs to Product capacity and senior leadership teams.
Head of Customer Care
Prenda
Mesa, AZ
04.2021 - 04.2023
- Leveraged excellent customer service skills in driving impactful transformation, encouraging culture of continuous improvement, and providing sustainable results to attain organizational objectives and goals
- Track roadmaps of events, milestones, functions, and quantifiable targets met during year by developing comprehensive school year cycle calendar on success, onboarding, community, communication, and learning & development teams.
- Analyzed customer feedback surveys to identify trends and implement data-driven improvements across organization.
- Enhanced educational programming, retention rate, and learning opportunities by outlining/implementing customer care/ back-to- school planning/nurturing strategies.
- Improved employee engagement and performance by delivering excellent onboarding, mentorship, and continued coaching support to newly hired teachers/guides.
- Maximized customer experiences by reorganizing and motivating customer care team of 25 and reallocating leadership talent by preparing three distinct pillar groups, including support, success, and quality led by its own director.
- Increased employee morale and fostered internal organizational awareness by showcasing teams' successes, challenges, OKR updates, and service level agreement metrics through creation of monthly reports.
Vice President, School Academic Services
Pearson Online & Blended Learning
Columbia, MD
04.2018 - 04.2021
- Ensured quality delivery of services, covering special education, counseling, training, instructional leadership consulting, and leadership development in 43 state-wide online schools with aggregate enrollment of over 100K students by leading customer-facing support teams
- Optimized achievement, growth, and collaboration culture using consultative model, while directing seven directors on team of 53.
- Attracted 275+ parents and 1,000 teachers nationwide by leading team in creating and hosting live Family & Teacher Best Practices for online learning webinars during coronavirus. Supported creation of companion documents (parent/teacher tips and sample teacher/ student schedules), made available on company website, and shared internationally with leaders across Pearson.
- Developed and introduced two new service delivery models to support clients in improving instructional practices and leadership building skills - Within 2 years of launch, 20 clients elected to use Instructional Leadership Consulting and 14 School Leaders used Leadership, both optional services.
Executive Director of Academic Program Management
Pearson Online & Blended Learning
Columbia, MD
04.2015 - 04.2016
- Offered academic training and support services to over 425 online/blended partnerships, involving individual schools, state-wide programs, and school districts serving 35K+ students across US by directing and assisting cross-functional teams
- Launched production of streamlined school year cycle support manual and improved client onboarding by building implementation specialist role to aid clients during all phases of program transition/execution.
- Facilitated online/blended partner programs with revenue of $51M supporting team of 21 program managers, 20 trainers, and 4 counselors maintaining industry benchmarks/best practices pertaining to relationship management, professional development, student data analysis/recommendations, issue resolution, and educational consulting via 4 distinct learning management systems.
- Accomplished 93% customer retention rate by delivering excellent services.
- Supported executive-level business decisions and provided insight into client interactions, projected risks, and development prospects by creating quantifiable data-driven Monthly Report "top 50" revenue customers.
Senior Director & Director of Blended Schools
Pearson Online & Blended Learning
Columbia, MD
11.2012 - 04.2014
- Launched seven blended charter high schools, Nexus Academies, from ground up in Ohio, Michigan, and Indiana in compliance with state, local, and charter regulations showing advanced competencies in executing blended school model
- Selected site locations, retrofitted spaces, recruited staff, drafted comprehensive operations manual, partnered closely with charter authorizers and nonprofit school boards, and obtained AdvancdED accreditation.
- Directed blended school leadership team of eight managers, seven school principals, and 100+ school staff, including teachers, fitness coaches, and counselors.
Director, Territory Operations Northeast
Catapult Learning
Camden, NJ
Regional Director, Public School Operations East
Catapult Learning
Camden, NJ
New England Regional Director
Education Station
Baltimore, MD
Providence Supervisor
Education Station
Providence, RI
Director of Operations - Early Intervention Program
Community Health Systems
New York, NY
Art Teacher
New York City Department of Education
Brooklyn, NY
Art Teacher
Stamford Public Schools
Stamford, CT
Education
Master of Science - Art Education
- Awarded Bessie Lee Gambrell Academic Scholarship
Bachelor of Arts -
Skills
Educational Consulting Services
Strategic Collaborations Building
Policy & Procedural Controls
Financial Management
Project/Program Management
Performance Metrics/Analytics
Regulatory Compliance
Strategy Design & Execution
Team Building & Leadership
Training & Development
Talent Acquisition
Process Improvement
Professional Development
- Executive Leadership and Performance Leadership Certificate Programs, Cornell University, 2021
- Certificate, Business Strategy for Managers, Harvard University Division of Continuing Education, 2019
Timeline
Senior Director of Customer Success - Zum
06.2023 - Current
Head of Customer Care - Prenda
04.2021 - 04.2023
Vice President, School Academic Services - Pearson Online & Blended Learning
04.2018 - 04.2021
Executive Director of Academic Program Management - Pearson Online & Blended Learning
04.2015 - 04.2016
Senior Director & Director of Blended Schools - Pearson Online & Blended Learning
11.2012 - 04.2014
Director, Territory Operations Northeast - Catapult Learning
Regional Director, Public School Operations East - Catapult Learning
New England Regional Director - Education Station
Providence Supervisor - Education Station
Director of Operations - Early Intervention Program - Community Health Systems
Art Teacher - New York City Department of Education
Art Teacher - Stamford Public Schools
Southern Connecticut State University - Master of Science, Art Education
Providence College - Bachelor of Arts,