Jennifer Jordan
Vice President Operations
Orlando
Summary
20 yrs SaaS experience, both B2B and B2C combined
16 yrs Enterprise implementations with multiple system integrations
12 yrs Creating high-performing global services teams
11 yrs Process streamlining and creating new processes where lacking
8 yrs Process documentation and document compliance updates
Dynamic and results-oriented operations leader with a proven track record of building and scaling high-performing global teams and driving meaningful business outcomes in fast-paced SaaS environments. I specialize in turning complexity into clarity by optimizing resources, improving cross-functional execution, and ensuring day-to-day operations run smoothly while still pushing toward ambitious goals.
What drives my work is not just keeping things running, but improving how they run. I focus on bringing structure to chaos, streamlining inefficient processes, and building scalable systems where they didn’t exist before. I am a forward-thinking leader who challenges the status quo, drives operational transformation, and helps teams reach their full potential.
I am equally focused on execution and people, building strong, empowered teams, fostering collaboration, and creating a culture of accountability and continuous improvement that delivers lasting impact.
Overview
12
12
years of professional experience
Work History
Vice President of Operations
Raintree Systems
01.2026 - Current
- Produced executive and board-ready operational reviews and health dashboards that informed strategic decision-making.
- Produced operational reviews and health dashboards for executives and board that guided strategic decision-making.
- Accelerated revenue realization by optimizing implementation delivery and aligning service execution with business objectives.
- Expanded project management office to standardize delivery methodologies, ensuring predictable resource allocations and improved project outcomes.
- Championed AI-powered strategies to automate processes and enhance knowledge discovery, resulting in increased team productivity.
- Expanded project management office to standardize delivery methodologies and ensure predictable resource allocations.
- Championed AI-powered strategies that automated processes, enhanced knowledge discovery, and increased productivity across teams.
- Developed a centralized knowledge management framework by reorganizing client documentation into a searchable repository.
Senior Director of Operations
Raintree Systems
01.2025 - 01.2026
- Lead cross-functional operational strategy, aligning business objectives with execution to drive scalable growth and organizational performance.
- Built and led high-performing PMO and operations teams, established governance, implementation methodologies, and delivery standards to enhance execution and client outcomes.
- Drove operational excellence by optimizing workflows and standardizing processes, implementing scalable solutions to enhance efficiency and minimize waste.
- Oversee customer implementation and service delivery operations, ensuring consistent execution, high client satisfaction, and successful software adoption.
- Use KPIs, OKRs, forecasting, and operational analytics to support executive decision-making, resource planning, and continuous improvement.
- Partner with Product, Engineering, Sales, Customer Success, Finance, and Professional Services to deliver strategic initiatives and improve organizational alignment.
- Lead organizational change initiatives and operational transformation to support business growth, scalability, and long-term success.
- Led organizational change initiatives and operational transformations that supported business growth, scalability, and long-term success.
Director Services Operations
Raintree Systems
03.2024 - 01.2025
- Professional Services oversight, management, and optimization
- Implemented GAAP-compliant process between Services and Finance
- Reduced implementation estimates by reducing redundancy thus cutting costs by 29k-33k per project
- Created more accurate financial outlook by restructuring standard rates and blended costs to align with workstreams
- Modified existing sales and discounting practices to align with PSA and Finance
- SaaS and PMO Best-Practice training and utilization across team
- Process alignment between systems and teams
- Market share analysis and evaluation
Senior Director Services Operations
ArisGlobal
02.2022 - 02.2024
- Direct management of both PMO and PreSales teams.
- Updated SOW Salesforce contracting process using CLM and CPQ to enhance operational efficiency.
- New process implementation across 23 products and 50 global reps.
- Organized a complex 200+ customer product conversion program.
- SOW Salesforce contracting process updates via CLM and CPQ.
- Analyzed cost, margin, and estimation data to align outdated information across multiple systems.
- Scoped, implemented, and managed data migration program for helpdesk transition from Jira to ZenDesk with global rollout.
- Leveraged analytics to make informed data-driven decisions.
- Reduced operational risks of nearly 700 global resources.
Senior IT Project Manager
SeaWorld Parks and Entertainment
08.2021 - 02.2022
- Conducted software and vendor functional analysis and scoping to align project capabilities with business needs.
- Guided and oversaw project requirements with critical department heads to develop business requirements documents (BRD), functional requirements documents (FRD) and user mockups.
- Project oversight via SCRUM and Agile methodologies.
- Negotiated and managed third-party contracts to ensure timely delivery of project deliverables.
- Planned financial allocation for OPEX and CAPEX to support business initiatives.
- Oversaw projects using SCRUM and Agile methodologies to enhance collaboration and adaptability.
Project Management Team Lead and Senior PM
Upland Software
12.2014 - 01.2021
- Managed resource allocations, KPIs, and project deliverables across 3 teams and 20+ resources, ensuring alignment with global objectives.
- Management of resource allocations, KPIs, and project deliverables globally across 3 teams and 20+ resources.
- Led extensive backlog clean-up with Professional Services team that moved over 3M to ~800k in 18 months.
- Handled client escalations and implemented risk mitigation strategies to safeguard project outcomes.
- Coordinated strategic services offerings with Product and Sales to enhance cross-sell and up-sell opportunities.
- Forecast and Rev Rec ownership with weekly Finance.
- Organization of Customer deliverables via SCRUM management and constant reprioritization.
Education
Bachelors - Business Marketing
San Jose State University
San Jose, CASkills
- P&L management
- Budgeting & forecasting (annual & monthly)
- Cost reduction & margin optimization
- Strategic planning
- Operational leadership
- Process optimization
- Change management
- KPI analytics
- PMO & portfolio governance
- Resource & Capacity planning
- Implementation lifecycle (Agile, Waterfall, Scrum, Kanban)
- Cross-functional leadership
- Executive & board-level prep/reporting
- Data-driven decision making
- Customer & stakeholder relations
- Leadership development & team building
Timeline
Vice President of Operations
Raintree Systems
01.2026 - Current
Senior Director of Operations
Raintree Systems
01.2025 - 01.2026
Director Services Operations
Raintree Systems
03.2024 - 01.2025
Senior Director Services Operations
ArisGlobal
02.2022 - 02.2024
Senior IT Project Manager
SeaWorld Parks and Entertainment
08.2021 - 02.2022
Project Management Team Lead and Senior PM
Upland Software
12.2014 - 01.2021
Bachelors - Business Marketing
San Jose State University