Open to opportunities

Marlee Secary

@marleesecary

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Chief Operating Officer scaling retention, revenue, and operational efficiency.

United States

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What I'm looking for

I’m looking to lead operations where I can scale retention and unit economics, own forecasting and P&L, and drive fast transformation across distributed teams—turning strategy into measurable outcomes with strong cross-functional partnership.

I’m an operations leader and Chief Operating Officer with 10+ years scaling tech-enabled services. I turn executive strategy into measurable execution, aligning teams around core systems to deliver immediate impact in ambiguous environments.

I grew annual recurring revenue from $3M to $11M and cut churn from 8% to 4% by overhauling retention strategy, building global save-sharing systems, and strengthening hiring rigor. I also diminished operating costs from $1.2M to $300K within six months through payroll structure changes and consolidating technology spend.

At Zirtual, I lead cross-functional operations across the U.S., Canada, and France—overseeing 12 supervisors and a distributed workforce of 400+ contractors supporting 1,000+ clients. I’ve rebuilt hiring funnels to drive 90-day talent retention from 20% to 95%, implemented AI-driven reporting to eliminate manual tracking, and own forecasting, EOM reconciliation, and $5M+ annual payroll.

Experience

Work history, roles, and key accomplishments

Current

Chief Operating Officer

Current

Zirtual

Nov 2024 - Present (1 year 7 months)

Led cross-functional operations for a tech-enabled services company across the U.S., Canada, and France, managing 12 supervisors and a distributed workforce of 400+ contractors supporting 1,000+ clients. Preserved client and workforce stability during a 200+ VA integration and held churn to 5%, while improving 90-day talent retention from 20% to 95%.

Customer Lifecycle Management P L Ownership Workforce Planning Revenue Forecasting Contractor Management

Director of Operations

Zirtual

May 2022 - Nov 2024 (2 years 6 months)

Directed daily operations for 125 team members across the U.S., owning client and contractor retention while driving continuous improvement in sales and MRR metrics. Led a company buyout transitioning 550 clients while maintaining operational continuity and financial stability throughout the transaction.

Process Transformation Forecasting Change Management Financial Reporting Margin Improvement

West Coast District Manager

Zirtual

Feb 2021 - May 2022 (1 year 3 months)

Led West Coast operations for a team of two managers and 60 virtual assistants, monitoring client and employee churn and translating KPIs across management levels. Grew new-hire retention by 30% and reduced client churn by 15% by revamping hiring processes and implementing a new client funnel and customer success outreach program.

Talent Acquisition Strategic Planning Remote Team Leadership KPIs

Director of Operations

Infocu5

Aug 2020 - Nov 2020 (3 months)

Promoted to oversee daily operations of SaaS implementations at a growth-stage company, ensuring service quality and customer retention. Improved revenue by $100K+ by recognizing and resolving billable-hours discrepancies while managing 170 internal remote resources to meet project deadlines.

SaaS Implementation Data Analysis Service Quality Management Customer Retention Change Management Stakeholder Management Cross Functional Operations

General Manager

Infocu5

Mar 2019 - Aug 2020 (1 year 5 months)

Partnered with the CEO on daily operations and long-term business strategy while building the HR function from the ground up, including policies, handbooks, and compliance infrastructure. Implemented an HRIS to streamline employee processes and increased specialist retention by 30% through a monthly transparency-focused newsletter program.

HRIS Training Development Employee Relations Policy Compliance Performance Management Staff Development

Product Development Lead

Infocu5

Sep 2016 - Feb 2019 (2 years 5 months)

Owned end-user experience and satisfaction for SaaS implementations, partnering with customers and the technical team to identify needs and resolve issues. Led an OEM service project by vetting and contracting a Chinese manufacturing partner to stand up a production facility.

Product Implementation Project Management Customer Service Quality Assurance Vendor Partnership Management Time Management