Open to opportunities

Angela Lacey

@angelalacey

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Senior director driving customer operations, GTM strategy, and scalable product excellence.

United States

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What I'm looking for

I’m looking for a customer-first senior leadership role where I can unify operations and product/go-to-market execution, scale systems and KPIs, and use data and AI to grow revenue while improving adoption and retention.

I’m a strategic senior director who builds customer-first operations and scalable go-to-market systems that align product value with business performance. I bridge product, operations, and GTM teams to create clarity, high-trust cultures, and seamless customer experiences.

At Pantheon, I stood up Customer Operations, designed capacity models and KPI dashboards, and used AI/intent data to identify $3.8M in qualified expansion opportunities. Previously at Indeed.com, I scaled a global org of 50+ across implementation, support, and SaaS operations; delivered 97% on-time client provisioning with 80% process efficiency gains; influenced $200M+ in revenue; recovered $40M+ in ARR; and architected a product health + Voice of Customer system across 30+ products.

Experience

Work history, roles, and key accomplishments

Senior Director - Customer Ops

Pantheon.io

Jun 2025 - Oct 2025 (4 months)

Stood up the Customer Operations function to unify customer health and revenue visibility across Success, Professional Services, and Onboarding. Built capacity models, dashboards, and KPIs and used AI/intent data to identify $3.8M in qualified expansion opportunities.

Customer Operations Customer Success Professional Services Onboarding Customer Health KPIs SLA Management Capacity Models Dashboarding AI 6Sense ZoomInfo Go To Market (GTM)Revenue Expansion

Director, Strategy & Transformation

Indeed.com

Jul 2018 - Mar 2025 (6 years 8 months)

Led Strategy & Transformation for B2B new products, scaling a global organization across implementation, support, SaaS ops, strategy, data, and a PMO. Improved onboarding and resolution performance, drove product initiatives tied to revenue outcomes, and built product health and Voice of Customer systems across 30+ products.

Strategy And Transformation Implementation Customer Support Ad Ops SaaS Operations Go To Market (GTM)Product Initiatives SLA Management SOPs Compliance Automation Scenario Planning OKRs Voice Of Customer Revenue Growth Adoption Analytics

PMO Manager & Interim Controller

L4 Digital

Jun 2016 - Jun 2018 (2 years)

Managed PMO and accounting/finance functions for a boutique digital agency during growth and acquisition. Owned resource management and project lifecycle tracking, led acquisition readiness and post-deal integration, and served as interim CFO/Controller managing budgeting, cash flow forecasting, variance analysis, and month-end close.

PMO Management Resource Management Project Tracking Budgeting Forecasting Billing Financial Modeling Acquisition Readiness Financial Analysis Cash Flow Forecasting Payroll Month End Closing

Senior Accountant & Sales Ops

Simply Measured

Feb 2014 - Jun 2016 (2 years 4 months)

Implemented and automated sales operations and accounting systems for a high-growth B2B SaaS startup, reducing manual work and improving operational efficiency. Established scalable GAAP-compliant controls for SaaS revenue recognition and developed revenue risk resolution strategies that recovered lost revenue and improved forecasting accuracy.