Post-Acquisition Integration & Digital Operations Transformation

OVERVIEW:

An operational initiative focused on stabilizing, documenting, and modernizing how BHN managed a newly acquired digital business segment post-acquisition. I was brought in to map the existing organizational structure, identify key gaps in support/escalation processes, and drive resolution across several interconnected workstreams.

KEY PLAYERS:

  • Chief Strategy & Corporate Development Officer

  • Chief Marketing Officer

  • Vice President Transactional Sales

  • Vice President Marketing

  • Vice President Branding

  • Sr. Director Revenue Strategy & Analytics

  • Vice President Product Marketing

  • Vice President Enterprise Sales

  • Chief Information Security Officer

  • Marketing Teams

  • Sales Teams

  • Product Teams

KEY OBJECTIVES:

  • Ticketing system migration: Transition internal and external ticketing to a new platform, including access management, approvals, and onboarding/offboarding workflows

  • Access Management: Define and implement a standard process for onboarding and offboarding internal employees and external brand/client users; establish proper oversight, auditability, and deprovisioning controls

  • Support & Escalation Process Documentation: Map the full end-to-end escalation flow across Customer Care, Client Success, Product Support, and Account Management teams; identify gaps and define the go-forward standard

  • Organizational Clarity: Identify and meet key stakeholders; define roles, deliverables, and project plan; document as-is processes before designing future state

  • Training & Self-Service Portal (Long-Term): Build toward a self-service training portal for system users, including video training for multiple platforms

KEY OUTCOMES:

  • Ticketing system migration completed; internal user access management transitioned and standardized

  • Internal onboarding/offboarding workflows standardized within new platform

  • External brand/client access process defined with a tiered approval framework

  • Access management risk assessment completed and documentation provided to Risk team

  • Escalation flows documented across all tiers: Customer Care → Escalations → Product Support → Client Success

Process Engineering