Summary
Overview
Work History
Education
Skills
Certification
Timeline
AREA OF EXPERTISE
Generic

CLAUDETTE WARD

Albuquerque,NM

Summary

Accomplished Vendor Management Director with 15+ years expertise in driving performance, compliance, and risk mitigation across global operations and contract manufacturing environments. Demonstrated success in leading and mentoring geographically dispersed vendor teams, fostering a culture of accountability, excellence, and continuous improvement. Skilled in establishing and monitoring KPIs to optimize supplier performance, implementing scorecard systems that drive measurable results across complex AI and product development programs. Proven ability to align vendor capabilities with evolving product, engineering, and R\&D requirements through close cross-functional collaboration. Adept at presenting executive-level briefings, guiding policy development, and leading Lean and Six Sigma initiatives that enhance supplier integration, mitigate risk, and support innovation across procurement, quality assurance, and supply chain functions.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Partner Manager Global Operations

Meta
01.2020 - Current
  • Strengthens global vendor partnerships by driving alignment across high-impact projects like llama and GenAI, resulting in consistent on-time delivery and improved cross-team collaboration efficiency.
  • Directs strategic vendor performance management through continuous monitoring, enhancing accountability and delivering measurable improvements in product quality across multiple high-priority international operations.
  • Orchestrates seamless execution of mission-critical launches by integrating efforts of global teams and ensuring vendor compliance with deadlines, standards, and evolving project requirements.
  • Champions the implementation of vendor performance scorecards, enabling data-driven insights that fostered stronger accountability, measurable KPIs, and a 17% boost in overall partner efficiency.
  • Accelerates project timelines by resolving vendor risks, ensuring full compliance with quality benchmarks and driving consistent success across GenAI and Sam2 initiatives.
  • Spearheads cross-functional collaboration on priority workstreams, ensuring project alignment with organizational goals and boosting vendor reliability across diverse product development cycles.
  • Led cross-functional teams to drive product innovation and strategic initiatives.
  • Developed and implemented data-driven strategies to enhance user engagement and platform growth.
  • Analyzed market trends to inform decision-making and optimize resource allocation.
  • Mentored junior team members, fostering a culture of collaboration and continuous improvement.

Director of Support and Outsourcing

Smartsheet
01.2018 - 01.2020
  • Orchestrated three end-to-end acquisition integrations, achieving zero operational downtime and preserving service continuity while aligning post-merger workflows with corporate objectives.
  • Designed and deployed a tiered support escalation framework, reducing issue resolution time and elevating vendor and customer satisfaction ratings.
  • Surpassed quarterly KPI targets through proactive performance monitoring, resource realignment, and continuous process improvements across vendor support functions.
  • Led cross-functional initiatives to standardize SOPs and performance management protocols, accelerating onboarding timelines and reinforcing quality compliance.
  • Developed and launched a comprehensive coaching and career development program, boosting team retention and cultivating a robust internal talent pipeline.
  • Negotiated and managed SOWs and MSAs for multiple vendors, ensuring full contractual compliance and optimizing service deliverables to drive strategic business outcomes.
  • Implemented data-driven decision-making processes for resource allocation in support operations.
  • Streamlined communication protocols between departments, resulting in improved response times.
  • Developed training programs to improve staff performance and service delivery consistency.
  • Led cross-functional teams to enhance customer support strategies and operational efficiencies.
  • Established key performance indicators to measure team effectiveness and customer satisfaction levels.
  • Analyzed customer feedback to identify trends and drive enhancements in support services.
  • Increased team productivity by implementing performance metrics and providing regular feedback to staff members.
  • Negotiated partnerships with technology vendors to optimize support tools and systems integration.
  • Monitored support trends to proactively identify potential problems or areas needing additional resources or attention from upper management.
  • Fostered a culture of continuous improvement through regular feedback loops with team members.
  • Collaborated with cross-functional teams to address complex support issues promptly, ensuring timely resolution for clients.
  • Coordinated support services for international clients, navigating language barriers and cultural differences to provide exceptional customer service.

Director Voice Technical Services Support

Intermedia
01.2015 - 01.2018
  • Spearheaded expansion of SIP Retail Support from two to over fifteen certified engineers, strengthening technical expertise and accelerating issue resolution across voice services.
  • Orchestrated seamless transition of HPBX 1.0 support into the voice team by developing a robust training curriculum, ensuring frontline engineers achieved onboarding readiness within weeks.
  • Engineered and deployed a Tier 2 framework that redefined escalation paths, reducing average resolution time and empowering engineers to resolve complex incidents more efficiently.
  • Championed Six Sigma–driven initiatives targeting CSAT, NPS, and FCR metrics, driving notable improvements in customer satisfaction and loyalty across voice support channels.
  • Elevated SLA compliance for executive escalations by instituting real-time monitoring and rapid-response protocols, improving high-priority resolution timeliness and consistency.
  • Streamlined cross-functional collaboration by introducing standardized communication workflows, enhancing interdepartmental coordination and expediting resolution of voice support projects.

Public Relations Director/Organization Consulting

JNC & Associates
01.2002 - 01.2013
  • Oversaw organizational redesign that streamlined cross-departmental workflows, enhancing operational efficiency and ensuring seamless continuity during transition periods.
  • Crafted and disseminated targeted press releases and stakeholder communications, elevating company visibility and securing strategic partnerships with government agencies across the Southwest.
  • Orchestrated comprehensive change management initiatives, mitigating resistance and preserving organizational stability to eliminate process bottlenecks.
  • Launched community health and social service collaborations with regional nonprofits, driving impactful programs that enhanced public engagement and strengthened stakeholder trust.
  • Conducted in-depth policy analyses on healthcare and workers’ compensation issues, informing executive decisions and influencing regulatory adjustments in Texas and Colorado.
  • Managed media relations, securing coverage in top-tier publications to elevate company profile.
  • Led crisis communication efforts, ensuring timely and effective messaging during critical incidents.
  • Oversaw the creation of high-impact press materials, including press releases and media kits.
  • Analyzed PR campaign performance metrics, refining approaches to maximize outreach effectiveness.

Education

MBA - Entrepreneurial And Small Business Studies

Augment
Paris
01.2026

BSc. - Psychology

University of Phoenix
Tempe, AZ
04.2014

Skills

  • Proficient in Microsoft Office Suite
  • Customer relationship building
  • Performance analysis
  • Recruitment and hiring
  • Operations management
  • Company processes and procedures
  • Talent recruitment
  • Innovation mindset
  • Strategic planning
  • Industry expertise
  • Stakeholder engagement
  • Conflict resolution

Certification

  • Six Sigma Lean Professional
  • Industrial Organizational Psychology
  • Flawless Execution Process Improvement
  • DISC

Timeline

Partner Manager Global Operations

Meta
01.2020 - Current

Director of Support and Outsourcing

Smartsheet
01.2018 - 01.2020

Director Voice Technical Services Support

Intermedia
01.2015 - 01.2018

Public Relations Director/Organization Consulting

JNC & Associates
01.2002 - 01.2013

MBA - Entrepreneurial And Small Business Studies

Augment

BSc. - Psychology

University of Phoenix

AREA OF EXPERTISE

Coaching Program | Risk Mitigation | Vendor Management | Strategic Planning & Analysis | Performance Monitoring | Cross-Functional Collaboration | Risk Assessment | Contract Negotiation (SOWs & MSAs) | Process Improvement (Six Sigma & Flawless Execution Methodology) | Change Management | Stakeholder Communication | Decision Making | Quality Compliance | Organizational Psychology | Outlier Management | Client Retention | Implementation | Business Partnering | Consulting | Lobbying | Operations | Leadership Development

Similar Profiles

CREATE PROFILE