Global Support Restructuring
Drove Agile reorganization of global support teams across 10 product lines.
Achieved immediate improvement in 7 of the 8 target metrics.
Fixed and finished this global initiative that had stalled for months prior to our involvement.
- Led global workflow update for over 8000 support engineers
- Used Agile method to expedite impact by pairing highest demand product lines with launch-ready field teams.
- Managed governance to ensure clarity and consistency across all 14 regions.