Eric P. Gloris
Data Operations And Professional Services Leader
Leander,TX
Summary
Professional Services leader with a track record of recruiting, hiring, and developing high-performing global teams.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
Work History
Senior Manager
DISCO
Austin, TX
08.2019 - Current
- Oversees, grows and nurtures development of Data Operations team
- Responsible for overall leadership of the DISCO Data Operations team including hiring, training, coaching and performance management
- Serves as point of contact for escalations related to Data Operations services including data processing, exception remediation, data loading, and custom technical work
- Monitors team’s progress against revenue and utilization goals, while ensuring the team’s expenses are within budget
- Works in conjunction with Product organization to continuously improve data-related features and functionality in DISCO products
- Develops strategies, processes, and frameworks for managing the input of requests, prioritization and urgency of tickets
- Analyzes workload, staffing models, ticket throughput, response times and resolution times to adjust the global Data Operations team’s allocation of resources to ensure a consistently high quality client experience
- Provides leadership of internal development initiatives focused on driving efficiency, consistency, and quality for the Data Operations department
- Meets and beats the internal and client expectations for turnaround time and quality with a relentless focus on creating clients who are raving DISCO fans
- Partners with DISCO Sales team to pitch Data Operations services and staffing models to clients
Senior Director
Solis Security
Austin, TX
08.2018 - Current
- Led team responding to ransomware and data breach incidents
- Reported to executive leadership and legal team on technical status issues and critical security breaches
- Built internal processes to increase consistency across team deliverables
- Served as acting Product Leader for an internal Business Email Compromise platform. Related activities include: running daily calls with development team, ensuring end user requirements were translated into useable features.
General Aviation Project Manager
Lakeview Aviation
Lago Vista, TX
02.2016 - 08.2018
- Completed large-scale projects and overflow maintenance including structural/sheet metal repairs for aircraft involved in accidents, completing maintenance and inspections required for Airworthiness Directive compliance
- Maintained a record of zero incidents throughout tenure
Director
Liquid Litigation Management, Inc
Austin, TX
07.2015 - 02.2016
- Reporting to the CEO and CTO, developed long-term strategic plans to shift the Project Management group from a cost center to a profit center
- Increased revenue on several large engagements by over 50% by inserting myself into sales process where subject matter expert was required, cross-selling services not previously pitched to new clients
- Developed plans including major IT infrastructure changes, software migrations, enhancements to in-house software, and changes in personnel and team structure to drive efficiency
- Eliminated all losses on small reoccurring projects by making strategic changes to billing practices and project management workflows
- Established several large channel partners, effectively doubling our sales team and expanding the firm's geographical presence in key territories
- Acted as LLM’s single international data privacy consultant, helping clients navigate complex data collection and disclosure issues after the fall of the US-EU Safe Harbor agreement
- Negotiated new pricing with existing forensics vendors, increasing LLM's share of outsourced revenue from 3% to 20%
- Evaluated processes within operations group and designed/implemented new processes, increasing productivity and bandwidth while reducing headcount and project turnaround time
- Introduced an incentive program to increase quality of deliverables, reducing the project management team’s error rate below 1% for three consecutive quarters while increasing teamwork/personnel utilization
- Designed strategies for sales team to highlight LLM's value propositions to various litigation stakeholders
Director
Litigation Technology Services, AccessData
Houston, TX
06.2012 - 07.2015
- Responsible for evaluating the Litigation Technology Services group to assess team compatibility with new department goals, restructuring teams as necessary
- Transitioned the Project Management group into a team of expert consultants
- Restructured the Operations team to function in a SaaS environment
- Developed new production workflows to enable the team to win large scale projects that were previously rejected due to outdated offerings
- Trained senior management team and project managers on project scoping to increase cross-selling and accuracy of client requested estimates
- Centralized and updated Operations team’s processing infrastructure, streamlining workflows and reducing delivery times and associated payroll costs
- Qualified all incoming professional services opportunities, engaging with prospective clients to establish project scope, identify project risks, and provide/negotiate SOW/MSLA as required
- Converted nearly ~90% of all web leads for Litigation Technology Services group
- Developed a guide for other professional services divisions to cross sell my team’s services while also training my personnel to sell their services, providing a dramatic uptick in professional services revenue
- Acted as primary point of contact and subject matter expert for legal sales team
- Trained external clients on our highly complex SaaS platforms to ensure they experienced the full benefits of our extensive feature set
Regional Director
Control Risks Group, LLC
Houston, TX
03.2011 - 06.2012
- Acting as the Global Director of Project Management, provided high-level oversight on global project portfolio, proactively addressing issues with sales, project management and operations teams
- Traveled with sales team as their eDiscovery subject matter expert to close professional services contracts
- Traveled to East Asia and South America on many occasions to advise clients on-site on discovery matters with rulings into the multi-billion dollar range, overseeing project teams and providing overflow support as required
- Identified opportunities to cross sell CRG's other services and increase the revenue on a $250K project to nearly $2M
- Functioned as Product Manager to design, test, and launch v2 of CRG’s proprietary SaaS platform
- Trained hundreds of users, both internal client support personnel and external clients, on our web platform
- Managed large-scale, highly technical cross-border eDiscovery matters with annual revenue in excess of $1M per project
- Hired and trained personnel in the US, Europe and East Asia, creating a global team of expert project managers
- Designed Operations and Project Management workflows to account for international data privacy laws
- Provided on-site consultations to scope potential projects, assist in 26(f) preparation, design customized delivery solutions, and provide product demonstrations to client executives, board members and General Counsel
- Assisted legal teams with international on-site custodian interviews and performed forensic collections
Senior Project Manager/Acting Director
First Advantage Litigation Consulting, LLC
Tokyo
07.2008 - 03.2011
- While continuing to fulfill the responsibilities of Senior Project Manager, functioned as the manager of First Advantage Litigation Consulting Japan and Director of the global project management team
- Responsible for hiring, training, and managing global PM team and all staff in Tokyo office
- Hosted all on-site sales meetings and product demonstrations in Japan
- Planned and executed several large scale, international electronic evidence collections
- Worked closely with the development team to ensure client suggested software enhancements were incorporated in new versions of our proprietary web platform
- Managed multiple ongoing, large-scale, multi-jurisdictional ediscovery engagements from inception (contract development, data mapping, custodian interviews and forensic collection) to completion (document review and production)
- Launched and managed a team in Tokyo, Japan office while providing oversight on global project portfolio
- Managed over 100 engagements, including several of the top 10 largest FCPA matters of that time, producing to multiple government agencies and international legal counsel
- Worked closely with internal consultants, operations, development team, and accounting personnel in order to successfully manage all aspects of complex international projects
- Efficiently managed resources to meet deadlines and budget requirements; structured information in a useful manner for presentation to internal and external executives
- Translated non-technical client requirements for a web-based review platform and effectively worked with Development team to ensure client requested enhancements were implemented as requested
Production Planner / Project Manager
RenewData Corp
Austin, TX
01.2005 - 01.2008
- Championed project kickoff meetings with Production teams to communicate project scope and client deadlines
- Worked directly with clients to design the most efficient workflows to accommodate their individual project needs while reducing internal project costs
- Communicated change requests to Production teams, confirming all client requirements were satisfied before delivery
- Communicated with Process Engineers on a daily basis to ensure projects were on schedule by identifying and relaying scope changes to clients as projects evolved
- Designed new processes for extremely complex projects, reducing error rates below 1% while drastically reducing project costs.
Data Systems Analyst
United States Air Force
01.2002 - 01.2004
- Developed customized workflows to improve overall data entry accuracy while reducing labor
- Planned preventative maintenance periods for mission critical F-16 fighters by identifying weapon systems deficiencies through the collection and analysis of key metrics
- Delivered a broad range of custom reports to the leadership team daily, providing trend analysis and solutions for operational shortcomings.
Education
Aviation, Airframe and Powerplant Maintenance Professional Training -
Lakeview
06.2000 - 12.2002
United States Air
02.2003 - 06.2004
Skills
Change Management
Timeline
Senior Manager
DISCO
08.2019 - Current
Senior Director
Solis Security
08.2018 - Current
General Aviation Project Manager
Lakeview Aviation
02.2016 - 08.2018
Director
Liquid Litigation Management, Inc
07.2015 - 02.2016
Director
Litigation Technology Services, AccessData
06.2012 - 07.2015
Regional Director
Control Risks Group, LLC
03.2011 - 06.2012
Senior Project Manager/Acting Director
First Advantage Litigation Consulting, LLC
07.2008 - 03.2011
Production Planner / Project Manager
RenewData Corp
01.2005 - 01.2008
United States Air
02.2003 - 06.2004
Data Systems Analyst
United States Air Force
01.2002 - 01.2004
Aviation, Airframe and Powerplant Maintenance Professional Training -
Lakeview
06.2000 - 12.2002
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