Professional Summary
Professional Overview
Michael Popa is a seasoned executive with over 30 years of experience in driving customer success, services, and operations excellence across the technology industry. As the Senior Vice President of Customer and Operations at Otis Alderley, he is responsible for overseeing the company's global customer experience, service delivery, and operational efficiency.
Experience Summary
Current Role
In his current role as Senior Vice President of Customer and Operations at Otis Alderley, Michael is responsible for leading the company's customer-centric strategy, ensuring seamless service delivery, and optimizing operational processes. He has been instrumental in enhancing the organization's overall customer satisfaction and retention, as well as driving process improvements that have resulted in significant cost savings and productivity gains.
Career Progression
Prior to joining Otis Alderley, Michael held various leadership roles in the technology industry, including Vice President of Customer Success, Services, and Operations at H2O.ai, Senior Director of Customer Success, Services, and Operations at Cato Networks, and Vice President of Customer Experience and Operations at Cradlepoint (part of Ericsson). Throughout his career, he has consistently demonstrated his ability to build high-performing teams, implement customer-focused strategies, and drive operational excellence.
Michael's earlier experience includes roles at Hewlett-Packard, Lexmark International, and Advantium (acquired by Accenture), where he honed his expertise in services operations, practice management, and client success. His diverse background has given him a deep understanding of the challenges and best practices in delivering exceptional customer experiences and driving operational efficiencies.
Academic Background
Michael holds a Bachelor's degree in Accounting from the University of Illinois.
Areas of Expertise
- Customer success and experience management
- Services operations and delivery
- Process optimization and operational efficiency
- Data-driven decision-making and performance management
- Building and leading high-performing teams
- Strategic planning and execution
Professional Impact
Throughout his career, Michael has consistently delivered measurable results for the organizations he has served. At H2O.ai, he led the transformation of the customer success and services functions, resulting in a 25% increase in customer retention and a 20% reduction in operational costs. At Cato Networks, he spearheaded the development of a comprehensive customer success program, which contributed to a 35% year-over-year increase in customer satisfaction.
Conclusion
With his extensive experience, proven track record of success, and deep industry expertise, Michael Popa is a valuable asset to Otis Alderley. In his current role, he is poised to drive further improvements in customer experience, service delivery, and operational efficiency, positioning the company for continued growth and success.
