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Leah Fletcher

@leahfletcher

Customer Operations Director at HealthJoy who established its first PMO and improved Zendesk resolution times by 20%.

At HealthJoy, I established the organization’s first PMO function, introducing governance, prioritization, and cross-functional alignment. I also led the consolidation of knowledge base and process documentation into Zendesk, improving AI workflow adoption and reducing resolution times by 20%.

I built and scaled a centralized Shared Services organization supporting global Customer Operations, and partnered with Finance leadership to redesign billing and collections workflows that recovered more than $1M in delinquent revenue. Earlier at HealthJoy, I reduced implementation timelines by 25% and supported onboarding strategy for more than 1,000 clients.

Experience

Work history, roles, and key accomplishments

Current

Director, Customer Operations

Current

HealthJoy

Nov 2024 - Present (1 year 11 months)

Identified AI opportunities in Customer Operations, established the first PMO function, and redesigned prioritization across teams. Led consolidation of knowledge into Zendesk, reducing resolution times by 20% and preventing an estimated $60K annual cost increase.

AI Transformation PMO Zendesk KPI development Operational Reporting Billing Collections Process Improvement Cross functional Leadership

Manager, Shared Services, Operations

HealthJoy

Apr 2022 - Nov 2024 (2 years 7 months)

Directed strategy and operational performance for a global Customer Operations organization of 70+ employees. Reduced implementation timelines by 25% and redesigned workflows to improve client launch quality and accelerate time-to-value.

Operational Strategy shared services Implementation Customer Success Operations Process Improvement Training Workflow Redesign

Project Manager / Senior Operations Project Manager

HealthJoy

Sep 2019 - Apr 2022 (2 years 7 months)

Supported onboarding strategy for 1,000+ clients and broker groups. Partnered cross-functionally to implement workflow automation and operational efficiencies through Gainsight, and developed SLA reporting and process documentation.

Onboarding Gainsight SLA Reporting Process documentation Workflow Automation

Project Manager

Aura Innovative Technology

Aug 2018 - Sep 2019 (1 year 1 month)

Collaborated on project requirements and timelines with multiple clients. Monitored project timelines, tracked budgets, conducted status meetings, led UAT, and managed a team of 4 developers.

Project Management UAT Budget Tracking Team Management

Project Manager

Analyte Health

Feb 2018 - Aug 2018 (6 months)

Led creation of an internal product release plan and executed integrations with national lab partners. Worked with management to create monthly and quarterly product roadmaps, and served as Account Manager for Quest Diagnostics and LabCorp.

Release planning Integration Roadmapping Account Management