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Melanie Goff

@melaniegoff

Operations and change leader at Bold Business, leading AI Workbench initiatives to deploy custom AI solutions for clients and internal teams.

United States

Message

At Bold Business, I lead operations and client support and established AI Workbench initiatives, managing a cross-functional team designing and deploying custom AI solutions for internal stakeholders and clients. I also led a revamp of client pricing models and streamlined the client operations management system.

At CAYUSE COMMERCIAL CONSULTING, I established change strategies for a Genesys Cloud implementation across three gas utility contact centers and led a six-person team delivering change management. At WHIRLPOOL CORPORATION, I facilitated a Genesys and Aspect CX transformation across 2,700 employees and helped launch an all-virtual implementation of Aspect Workforce Management Suite.

Experience

Work history, roles, and key accomplishments

Current

Vice President - Operations, Client Support, & AI

Current

Bold Business

Aug 2025 - Present (1 year 1 month)

Own end-to-end day-to-day operations and client support functions, ensuring operational excellence across internal teams and client engagements. Lead operational strategy and business operations, aligning people, process, and technology to support growth and client outcomes.

Operations Management client support AI Workforce Management Performance Management Pricing Strategy ATS Vendor Management Sales Strategy Business Strategy

Organizational Change, Communications, & Training Manager

Cayuse Commercial Consulting

Apr 2024 - Jul 2025 (1 year 3 months)

Established change strategies and initiatives for the successful implementation of Genesys Cloud for large gas utility company contact centers of 500 union employees. Led a team of 6 employees to deliver full-scale change management, including communications and training.

Change Management Communication Skills Training Genesys Cloud Prosci Methodology Lean ADKAR Stakeholder Management Training and Development Facilitation

HR Project & Change Manager

Manpower

Jul 2023 - Apr 2024 (9 months)

Established structure and organization of portfolio management, creating a standard cadence for meetings, stage gates, intake of business, and risk management to drive strategic objectives of the Chief HR Officer. Provided expert consultation and guidance to the CHRO and HR Executive Committee on best practices in project and change management.

Project Management Change Management Portfolio Management Risk Management Human Resources Coaching Mentorship Process Improvement Automation Dashboarding

Senior Project Analyst

Whirlpool Corporation

May 2016 - Mar 2017 (10 months)

Facilitated change management and communications for multi-million technology implementations for over 6 projects for call center supporting 1200+ employees (SAP, Spredfast, Clarabridge). Created a lean and continuous improvement culture by structuring workflows and standardizing processes.