heather leblanc
@heatherleblanc
I lead enterprise strategy, transformation, and operating-model change that delivers measurable results.
United StatesWhat I'm looking for
I've spent 15 years at Verizon leading enterprise strategy, transformation, and operational execution when complex initiatives needed to move forward. My work has delivered outcomes including $400M in call-reduction savings and $25M in operating-model savings.
As Chief of Staff for Customer Success, I supported VP-level governance, managed a $5M executive budget, and drove execution across 500 open initiatives. I also launched operating models for Innovation and Case Management and used Gemini AI to synthesize 20,000 employee-feedback data points into action plans.
In Retail Sales, I orchestrated the launch of the Coastal Plains market across Retail, Real Estate, Marketing, Operations, HR, and Legal, helping it become the #1 market nationally and reach 140% of sales goal. I translated strategy into operating standards, executive governance, and performance-management systems that improved accountability.
Earlier, I led customer journey improvements that contributed to a five-point NPS increase, built Field Operations playbooks that raised remote workforce availability from 50% to 99%, and improved sales conversion by 40%. I bring structured problem-solving, executive communication, and practical delivery to high-stakes change.
Experience
Work history, roles, and key accomplishments
Strategic Advisor & Independent Consultant
Self Employed
Apr 2026 - Present (5 months)
Advises on operating model design, governance structures, and transformation to clarify priorities and improve execution during periods of change and growth. Supports high-stakes strategy and operations engagements by helping executives analyze complex issues and translate ambiguity into actionable plans.
Acted as an extension of the VP, filtering 60% of requests and managing a $5M executive budget. Owned execution across 500 open initiatives and launched operating models for Innovation and Case Management organizations, contributing to customer satisfaction of 83%.
Orchestrated the cross-functional launch of the Coastal Plains market, becoming the #1 market nationally and achieving 140% of sales goal. Established executive governance and rebuilt reporting and performance-management systems across all 7 territories.
Orchestrated 100 cross-functional customer journey improvements, contributing to a 5-point NPS increase and lower churn. Developed strategic and technology roadmaps and guided the end-to-end promotion and trade transformation, resulting in $22M in savings.
Built the Telesales Field Operations team and playbook from the ground up, supporting 1,500 remote employees. Designed workforce-readiness playbooks and operational standards that raised availability from 50% to 99% and delivered a 40% improvement in sales conversion rates.
Directed enterprise initiatives across Sales, Operations, Product, Tech, and Customer Service, influencing cross-functional priorities. Led team through audit remediation with 100% compliance and served as strategic partner to the Operations Director.
Built a foundation across sales, operations, social media, and customer experience, leading frontline teams of up to 30 employees and strengthening execution, coaching, and talent development.
Education
Degrees, certifications, and relevant coursework
University of California, Santa Barbara
Bachelor of Arts, Anthropology
Bachelor of Arts in Anthropology from the University of California, Santa Barbara.
Project Management Institute
Project Management Professional (PMP), Project Management
Project Management Professional (PMP) certification from the Project Management Institute.
Google AI Professional, Artificial Intelligence
Google AI Professional certification from Google.
Verizon
Lean Six Sigma Green Belt, Process Improvement
Lean Six Sigma Green Belt certification from Verizon.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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