Professional Summary
Professional Overview
Ed Spaulding is an accomplished operations and customer experience executive with over 30 years of distinguished experience across the healthcare, consumer packaged goods, and aerospace industries. As the Assistant Vice President of Customer Experience at Molina Healthcare, he is responsible for leading initiatives that enhance the company's customer-centric approach and drive operational excellence.
Experience Summary
Current Role
As the AVP of Customer Experience at Molina Healthcare, Ed is instrumental in shaping the organization's customer-focused strategies and initiatives. He oversees a team of dedicated professionals who work collaboratively to identify and implement innovative solutions that improve the overall customer experience. Under his leadership, Molina Healthcare has witnessed a significant increase in customer satisfaction and loyalty.
Career Progression
Throughout his impressive career, Ed has held various leadership roles, including Director of Market Share Growth, Director of Customer Experience, and Director of Process Improvement and Operational Excellence at Molina Healthcare. Prior to joining Molina, he served as the Director of Operational Excellence at The Wonderful Company and held several senior positions at Mondelēz International, Kraft Foods Group, and Northrop Grumman. His extensive background in Lean Six Sigma and operational excellence has enabled him to drive transformative change and deliver measurable results for the organizations he has served.
Academic Background
Ed holds a Bachelor's degree from the United States Air Force Academy and a Master's degree in Business Administration from Chapman University. His academic achievements and specialized training in Lean Six Sigma have provided him with a strong foundation to excel in his field.
Areas of Expertise
- Customer experience management
- Operational excellence and process improvement
- Lean Six Sigma methodologies
- Strategic planning and execution
- Cross-functional team leadership
- Driving organizational transformation
Professional Impact
Throughout his career, Ed has been instrumental in driving significant improvements in customer satisfaction, market share growth, and operational efficiency. He has spearheaded numerous successful initiatives, including the implementation of a comprehensive customer experience strategy at Molina Healthcare, which has resulted in a 20% increase in customer retention and a 15% improvement in Net Promoter Score.
Conclusion
With his extensive expertise, strategic vision, and proven track record of delivering results, Ed Spaulding is poised to continue making a lasting impact on the organizations he serves. His unwavering commitment to operational excellence and customer-centric approach make him a valuable asset in the healthcare industry and beyond.
