Lena Jaycox

Program & Project Leadership

• Led delivery and support efforts for 8 federal, state, and public-sector customer projects, ensuring on-time execution and adherence to customer requirements.
• Manage project scope, schedules, risks, dependencies, resources, and stakeholder communications throughout the project lifecycle.
• Coordinate cross-functional teams across engineering, operations, provisioning, logistics, finance, procurement, sales, and customer success organizations.
• Develop and maintain project governance frameworks, executive reporting, status communications, and risk mitigation strategies.
• Drive accountability across teams to ensure timely delivery of customer commitments and organizational objectives.
• Facilitate executive-level discussions to align priorities, remove roadblocks, and resolve critical business issues.

Starlink Program Leadership

• Played a key role in the development, implementation, and expansion of the Starlink program valued at over 13M annually.
• Led program execution across customer onboarding, service delivery, inventory management, logistics coordination, and operational support.
• Collaborated with internal stakeholders and external partners to streamline processes and improve service delivery performance.
• Managed customer-facing program activities while ensuring alignment between business, operational, and technical teams.
• Identified operational gaps and implemented process improvements that enhanced efficiency and customer satisfaction.

Escalation & Customer Management

• Serve as the primary escalation point for high-priority customer issues and service-impacting events.
• Lead cross-functional troubleshooting and resolution efforts involving service delivery, billing, logistics, equipment management, and operational challenges.
• Coordinate executive communications during critical customer situations, ensuring visibility, accountability, and timely resolution.
• Act as a trusted customer advocate by driving ownership and collaboration across organizational boundaries.
• Develop corrective action plans and long-term solutions to prevent recurring issues.

Operational Excellence & Process Improvement

• Design and implement scalable operational processes supporting business growth and program expansion.
• Develop reporting tools, dashboards, metrics, and governance structures to improve visibility and decision-making.
• Lead continuous improvement initiatives focused on reducing delivery delays, mitigating risk, and improving customer outcomes.
• Partner with leadership teams to optimize workflows, improve efficiency, and strengthen organizational performance.
• Drive process standardization efforts to improve consistency across teams and customer engagements.

Key Achievements

• Successfully managed high-visibility projects and strategic initiatives supporting public sector customers.
• Helped operationalize and scale a complex national technology program while managing customer delivery and support functions.
• Recognized as a trusted leader for complex escalations requiring executive-level stakeholder management.
• Built strong relationships across internal organizations, external vendors, and customer leadership teams.
• Consistently delivered results in ambiguous environments through leadership, strategic planning, and proactive problem-solving.

• Act as the single point of contact for assigned customer accounts (Federal accounts), which have a large revenue scope, complex products, and require project management skills due to the size of the organizations.
• Responsible for managing large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project’s financial state, understanding unique aspects of projects as well as understanding technical and operational specifications.
• Responsible for the implementation of service delivery projects on-time and to-specification, from the moment the order is entered into company’s system, until the service has been delivered, accepted by the customer, and the first billing is ready, ensuring the highest levels of customer satisfaction.
• Proactively manage the customer’s service needs, ensuring their expectations are met.
• Implemented service delivery projects on-time and to-specification, managing the process from order entry to service delivery and first billing.
• Work alongside account team to deliver services to Federal accounts.
• Responsible for managing large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project’s financial state, understanding unique aspects of projects as well as understanding technical and operational specifications.

• Built network of contacts to attract new clients and identified market opportunities and prospective accounts in target markets.
• Developed plans for business and revenue growth.
• Cultivated client relationships while sourcing and submitting candidates for open positions.
• Called warm and cold IT leads to establish new client relationships and sourced job requirements for recruiters to identify top talent.

• Sourced and screened applicants in proprietary database to identify quality candidates.
• Called warm and cold healthcare leads to establish new client relationships, researching prospective accounts in target markets.
• Developed and maintained client relationships to drive business growth.
• Conducted market research to identify new business opportunities and trends.
• Collaborated with marketing teams to create targeted campaigns for lead generation.