Darrell Shipley
Cary,NC
Summary
Analytical and results-driven professional with 20+ years of management experience, providing strategic vision and leadership to drive process optimization, quality controls, and maximize productivity in a multi-site global environment. Renowned for a positive can-do attitude, exceptional communication skills, and fostering a culture of accountability and employee participation.
Overview
19
19
years of professional experience
Work History
Chief Service Officer
Workplace Options
01.2019 - Current
- Demonstrated effective leadership by managing operations across 12 international locations with over 20 global service centers, leading a staff of more than 1000 employees and achieving annual sales revenue exceeding $130 million.
- Managed budget, allocated resources, monitored operational KPIs, and developed strategic plans for WPO’s Global Service Teams including Clinical, Coaching, Global Training, and Global Resource Planning divisions.
- Engaged in the activities of WPO's Financial, Strategy, Culture, and Development committees
- Played a key role in introducing new services, products, and processes through strategic thought leadership
- Collaborated with colleagues to develop strategies for business continuity and disaster plans
- Oversaw the executive sponsorship of high-profile clients such as Cigna Global, Inova, Military OneSource, and Bright Horizons
- Enhanced operational efficiency through the creation of intuitive reporting dashboards
- Implemented internal programs to train and develop leaders and managers.
- Delivered exceptional results with a 15% boost in productivity efficiency in 2024
- Instrumental in successfully setting up service centers across various international locations including Australia, Germany, Czech Republic and more within 2 years
- Assisted in the development and implementation of WPO's return-to-office strategy
- Launched innovative global e-learning portal.
Senior Vice President of Global Service Delivery
Workplace Options
01.2011 - 01.2019
- Oversaw financials, allocated resources efficiently, and implemented strategic operations across Global Clinical, Network Services, and Work-life Divisions.
- Successfully led cross-functional teams in multiple global environments
- Successfully managed extensive network comprising of more than 50,000 providers spanning across 220+ countries
- Executive sponsor for ISO9001:2008 certification renewal
- Spearheaded the implementation of a mentoring program and the establishment of an immersive career experience initiative, leading to enhanced employee retention
- Managed and enhanced WPO's employee exchange programs, facilitating a cohesive culture
- Served as executive sponsor for Military One Source, accounting for 10% of WPO's revenue.
- Ensured seamless integration of service centers in Belgium, Paris, and Shanghai
- Managed major Business Continuity events as Primary Incident Manager
- Contributed to the advancement of new products and services
- Contributed to IT and Product Development Project team, playing active role in the successful launch of the iConnect app and RMS Live Chat.
- Managed the development of new capacity and workforce management plans
Vice President of Global Service Delivery
Workplace Options
01.2006 - 01.2011
- Provided support in the development of proposals and presentations for sales and account managers.
- Maintained a record of consistently surpassing service delivery expectations.
- Oversaw the performance of Back-up Care and Subsidy accounts in a leadership role
- Offered comprehensive support to more than 200 accounts on a global scale
- Developed Workforce Management (WFM) strategy and capacity models
- Served as a key liaison between operations and case management development, ensuring operational requirements were met
- Facilitated the integration of new offerings, such as Lactation and Tuition Subsidy, for enhanced service delivery.
- Established Canadian EAP Service Center
Education
BS in Marketing -
Pennsylvania State University
Skills
- Strategic Planning and Leadership
- P&L Management
- Continuous Improvement of Operational Processes/Standards
- Performance Management
- Change Management
- Cross-Functional Team Leadership
- Member Experience
- Key Account Management
- Decision Making
- Negotiation and Communication
- Problem Resolution
- Project Management
- Resource Planning
Timeline
Chief Service Officer
Workplace Options
01.2019 - Current
Senior Vice President of Global Service Delivery
Workplace Options
01.2011 - 01.2019
Vice President of Global Service Delivery
Workplace Options
01.2006 - 01.2011
BS in Marketing -
Pennsylvania State University
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