Victoria Land
Auburn,ME
Summary
Operations leader with a track record of scaling teams, optimizing processes, and building high-performing client service organizations. Experienced in leading multi-level teams, partnering with executive stakeholders, and transforming complex operational challenges into measurable business results through data-driven decision-making and continuous improvement. Proven success designing scalable solutions, strengthening client relationships, and driving performance across fast-paced, regulated, and international environments.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Director of Client Services
Franchise Direct
Jacksonville, FL
02.2022 - 09.2025
- Directed U.S. client services operations for a portfolio of 400+ franchise accounts, driving client satisfaction, retention, and revenue growth in a competitive international marketplace.
- Collaborated with international developers, editorial, and cross-functional teams to streamline website functionality and content across global markets, ensuring consistent brand standards and an improved client experience.
- Developed transparent reporting processes to track client performance and lead generation, improving accountability and enabling data-driven business decisions.
- Designed and implemented a client billing resolution process that increased operational efficiency by 52% and standardized issue resolution for greater consistency and accuracy.
Senior Operations Program Manager
Activus Connect / Federal Communications Commission (FCC)
Jacksonville, FL
01.2021 - 02.2022
- Led operations for 12 teams of supervisors supporting the FCC's Affordable Connectivity Program through a federal contractor, driving performance against KPIs, service levels, and program requirements while overseeing large-scale benefit delivery to more than 3 million U.S. households.
- Served as the primary operational liaison with the client, partnering on performance initiatives, issue resolution, and continuous improvement strategies to enhance program outcomes.
- Optimized application processing workflows, reducing turnaround time from 10 days to 5 days and improving the speed and efficiency of benefit delivery.
Team Experience Coordinator
Activus Connect / Internal Revenue Service (IRS)
Jacksonville, FL
04.2019 - 01.2021
- Led and coached a team of 26 associates supporting the IRS Economic Impact Payment program, consistently exceeding KPI targets by 25% while ensuring timely support during one of the nation's largest federal relief efforts.
Education
J.D. -
Maine University School of Law
Portland, ME05-2026
Bachelor of Applied Science - Supervision and Management
Florida State College At Jacksonville
Jacksonville, FL04-2023
Skills
- Operational Efficiency
- Performance Management
- High-Level Decision Making
- Team Development
- Stakeholder Communication
- Data Analysis
- Project Management
- Client Relations
- Process Improvement
- Workflow Structuring
Certification
- Project Management Professional Certification (PMP)
Timeline
Director of Client Services
Franchise Direct
02.2022 - 09.2025
Senior Operations Program Manager
Activus Connect / Federal Communications Commission (FCC)
01.2021 - 02.2022
Team Experience Coordinator
Activus Connect / Internal Revenue Service (IRS)
04.2019 - 01.2021
J.D. -
Maine University School of Law
Bachelor of Applied Science - Supervision and Management
Florida State College At Jacksonville