2017
Present
Kastle Systems
Global leader in commercial property security, access control & integrated identity management · Falls Church, Virginia
Senior Director of Operations, Enterprise Accounts
2024 – PresentP&L owner for Enterprise installation and service delivery across U.S. and international markets. Lead Project Management, Technical Services, Partner Management, and MDA SysAd organizations through direct reports. Accountable for $91M+ in annual installation revenue, $300K+ quarterly RMR creation, and service delivery for 250+ enterprise clients.
Financial Performance & Margin Leadership
- Delivered 11.9% install gross margin in 2025 — highest in company history — while exceeding installation revenue budget by $1.5M.
- Achieved $91.1M installation revenue (+$196K over budget) and $301K quarterly RMR (+$33K over budget) in 2024; install margins 2.2% above breakeven.
- Architected a 30% labor-risk-buffer bidding strategy that structurally protects margin against scope drift, change-order gaps, and return visits.
- Stabilized a difficult fiscal year through $59K in hiring-pause savings, $24K in parts returns, and 30% renegotiation of subcontractor quotes.
Enterprise Transformation & Strategy
- Co-led the Sales-to-Service Working Group; authored the company-wide RACI matrix defining ownership from sales handoff through service delivery.
- Partnered with HRBP to publish the PM Level 1–5 career framework — transparent progression paths now driving retention across the PM organization.
- Led Microsoft & Crowe discovery sessions for a PM-integrated CRM; shaped technical requirements to align tooling with real operational workflow.
- Built unified PM productivity dashboards by stitching disparate data sources — surfacing workload balance, capacity, and efficiency trends.
Partner Network & Operational Scale
- Grew Partner Management to 75+ U.S. and 10+ international certified partners (36 new in 2024); launched Platinum / Gold / Silver certification that cut Technical Team dependency on basic installs by 70%.
- Delivered Kastle's first multi-region Technical Team Week (U.S. / Europe / Asia); cross-trained on Aiphone and expanded coverage beyond two specialists.
- Implemented 50+ cross-functional process improvements via bi-weekly working sessions; increased operational efficiency ~20%.
People Leadership
- Hired four senior roles in 2024 using STAR + motivational-fit assessments; all new PMs earned unsolicited client commendations within their first quarter.
- Coach and mentor to PMO Support Manager, MDA Manager, and multi-level PM / Technical team; maintained zero missed client occupancy deadlines across directly-managed portfolio.
Director of Operations & Project Management, Enterprise Accounts
2017 – 2024Recruited to stand up and scale the Enterprise Accounts operations function for national and international high-tier clients in access control, video surveillance, visitor management, and integrated identity. Inherited a $6M revenue / $770K RMR portfolio.
- Grew Enterprise P&L from $6M to $91M+ annual revenue and $770K to $300K+ quarterly RMR over seven years.
- Cut operational costs 12% via labor / vendor / materials optimization; scored 845 on J.D. Power client experience survey; lifted service response rates 25%.
- Sustained <1% weekend escalation rate to the GM over 70 consecutive weeks — far exceeding executive target.
- Founded Kastle's Partner Management program from scratch; launched the Partner Kastle Technical Certification and certified 60% of partners on an aggressive deadline.
- Formed the Operational Excellence task force with Executive sponsorship; resolved 95% of identified cross-functional challenges in year one.
- Led COVID-19 workforce adaptation using data-driven capacity planning; preserved productivity and 100% client retention. Delivered Kastle's first company-wide PM Onboarding curriculum with L&D.