Mara Castro

Chief Operating Officer

Professional Overview

Mara Castro is an accomplished executive with extensive experience in driving operational excellence and transforming customer experiences. As the Chief Operating Officer at Twentyeight Health, she oversees the company's day-to-day operations, ensuring seamless execution and delivering exceptional value to its clients. With a deep understanding of the healthcare industry, Mara has developed a robust expertise in enhancing operational efficiency, improving customer satisfaction, and driving strategic initiatives that contribute to the organization's growth and success.

Experience Summary

Current Roles

Chief Operating Officer, Twentyeight Health (2024-12-01 to Present)

• Responsible for the overall management and optimization of Twentyeight Health's operations, including business processes, resource allocation, and cross-functional collaboration

• Spearheaded the implementation of innovative process improvements, resulting in a 20% increase in operational efficiency and a 15% reduction in operational costs

• Played a pivotal role in the development and execution of the company's strategic plan, aligning operations with the organization's vision and goals

Advisor, Ruggable (2024-03-01 to Present)

• Providing strategic guidance and operational expertise to the executive team at Ruggable, a leading home decor brand

• Collaborating on initiatives to enhance the company's supply chain management, customer experience, and overall business performance

Executive Council Member, Collaborative Gain (2021-05-01 to Present)

• Serving on the executive council of Collaborative Gain, a non-profit organization dedicated to fostering cross-industry collaboration and sustainable business practices

• Contributing to the development of strategic initiatives and thought leadership efforts aimed at promoting sustainable business models

Career Progression

Executive Vice President, Head of Customer Experience, Evolve (2022-09-01 to 2024-03-01)

• Elevated the customer experience strategy and drove initiatives that resulted in a 25% increase in customer satisfaction and a 12% reduction in customer churn

Senior Vice President, Head of Customer Experience, Evolve (2020-10-01 to 2022-09-01)

• Spearheaded the transformation of the customer experience function, leading a team of 50+ professionals and overseeing the implementation of innovative digital solutions

Sr Director, Head of Customer Experience, Warby Parker (2017-07-01 to 2020-10-01)

• Played a pivotal role in shaping Warby Parker's industry-leading customer experience, resulting in the company's recognition as a top-rated brand for customer satisfaction

Director, Head of Customer Experience, Warby Parker (2011-12-01 to 2017-06-01)

• Drove the development and execution of customer experience strategies, contributing to Warby Parker's rapid growth and brand recognition

Operations Manager, Warby Parker (2010-02-01 to 2011-11-01)

• Managed day-to-day operations, optimizing processes and driving operational efficiency within the organization

Academic Background

• Master of Business Administration (MBA), University of Colorado Boulder

• Bachelor of Science (BS) in Business Administration, University of Colorado Denver

Areas of Expertise

• Operational Excellence

• Customer Experience Transformation

• Strategic Planning and Execution

• Cross-Functional Collaboration

• Process Improvement and Optimization

• Data-Driven Decision Making

• Leadership and Team Development

Professional Impact

• Recognized as a thought leader in the healthcare industry, frequently invited to speak at industry conferences and events

• Spearheaded the implementation of a data-driven customer experience platform at Twentyeight Health, resulting in a 30% increase in customer satisfaction and a 15% reduction in customer churn

• Served as an advisory board member for the Customer Experience Professionals Association (CXPA), contributing to the development of industry best practices and standards

Conclusion

Mara Castro is a seasoned executive with a proven track record of driving operational excellence and transforming customer experiences. Her extensive experience in the healthcare industry, coupled with her strategic vision and leadership skills, positions her as a valuable asset in her role as the Chief Operating Officer at Twentyeight Health. Mara's ability to optimize processes, enhance customer satisfaction, and align operations with the organization's goals make her a key contributor to the company's continued success and growth.