Atlanta, GA, USA

Aziz K.

Fractional Operations & Workforce Performance Leader | L&D, QA, BPO, and Scalable Performance Systems

I work at the intersection of Learning & Development and Operations, building teams and systems that perform and scale.

I've spent my career standing up and evolving L&D functions within organizations, converting learning into measurable KPI gains across retention, workforce capacity, customer experience, and performance.

I bring an operator mindset to learning. Not training for the sake of it, but systems that change how teams actually work. From onboarding that cuts ramp time to leadership development that drives real accountability, I build systems that move the needle on metrics.

I partner closely with operations, align leaders and teams, and create cultures where winning together is the standard. I do my best work where there's something to build, fix, or scale.

Hire Aziz

Behavioral Health Universities Real Estate Leadership Director of Learning and Development Home Services Strategic Vision Director of Operations

Testimonials

I had the pleasure of working with Aziz while he led our L&D team. He was a highly driven and detail-oriented colleague who often went beyond his role to ensure the success of key initiatives. Aziz helped project manage several cross-functional efforts, including BPO and agentic AI initiatives, bringing strong organization and follow-through. He always focused on what needed to be done for the company to succeed and was a dependable, team-first leader I would gladly work with again. Juan Pittman

Juan PittmanDirector, Workforce Management, Thriveworks

Work

L&D Function Build & Workforce Enablement

Built and scaled a Learning & Development function from the ground up, aligning training programs directly to operational KPIs, including conversion, AHT, CSAT, NPS, and retention. Designed onboarding, upskilling, and leadership development programs that supported 250+ employees across enrollment, CX, and BPO teams. Implemented Train-the-Trainer models to scale knowledge transfer and reduce dependency on centralized L&D. Integrated learning analytics with business metrics to continuously optimize workforce performance and drive measurable outcomes.

Leadership Strategic Vision Project Management Team Building Learning and Development

Performance Visibility & QA Driven Coaching System

Built and led a performance visibility and QA-driven coaching system that provided role-based insights across the call center environment from individual contributors to leadership.

Designed dashboards for agents, supervisors, managers, and directors, enabling real-time visibility into performance, gaps, and opportunities.

Transformed QA into a dynamic function by connecting call evaluations, dashboards, and KPIs, including AHT, FCR, conversion, CSAT, and NPS to performance metrics.

Leveraged performance data and QA trends to inform learning and development strategies, enabling the creation of targeted training programs focused on real performance gaps.

Established a closed-loop system where data-informed training, training improved behavior, and behavior drove measurable improvements in workforce performance and customer experience.

Quality Improvement Quality Assurance Strategic Vision Learning and Development Data Analytics

Learning Analytics & KPI Driven Enablement

Built a closed-loop performance system by integrating QA insights, retention trends, NPS, sales performance, and operational KPIs into learning and workforce strategies. Developed reporting frameworks that connected training effectiveness to real-time business outcomes, enabling continuous optimization of onboarding, coaching, and frontline performance. Partnered with operations leadership to identify gaps, refine workflows, and drive measurable improvements across customer experience, conversion, and employee retention.

Data Analysis Learning and Development Learning Evaluation Training Design Training Effectiveness

Client-Facing M&A Integration (Healthcare)

Led the client-facing workstream for a healthcare M&A integration, ensuring a smooth transition from the acquired organization’s platform to the acquiring organization’s systems. Designed streamlined booking and scheduling processes to reduce friction and support immediate operational readiness. Authored and implemented Standard Operating Procedures (SOPs) to align internal teams, standardize workflows, and ensure consistent service delivery. Played a key role in partnership continuity by translating high-level integration goals into practical, client-centered processes that supported a seamless experience end to end.

Project Management Leadership Mergers & Acquisitions Customer Experience Management Customer Experience

AI-Enabled CX Transformation (BrainCX)

Led a full-lifecycle AI implementation project replacing an active BPO call center operation in Colombia with AI BrainCX, an AI-powered CX platform serving Spanish-speaking healthcare clients. Oversaw all phases from project discovery calls and stakeholder alignment through platform configuration, user acceptance testing (UAT), end-user training, and go-live execution. Directed post-go-live BPO operations including workflow updates, process documentation, and ongoing training to ensure compliance and performance continuity. The initiative successfully sunset the offshore call center and transitioned all Spanish-language CX and billing support to AI BrainCX, delivering over $300K in annual cost savings.

Artificial Intelligence Continuous Process Improvement Call Center Project Management Customer Experience Management

BPO Deployment & Operational Scale (CX)

Led end-to-end Business Process (BP) implementation (Philippines), managing all phases from initial project calls through post-go-live support. Responsibilities included facilitating project kickoff and discovery calls to align stakeholders on scope, timelines, and objectives; coordinating and executing integrated testing to validate system functionality and process accuracy; and designing and delivering end-user training programs to ensure successful adoption. Developed and executed a Train-the-Trainer program, equipping internal team leads with the knowledge and tools to independently support their teams. Post-implementation, managed Business Process Operations (BPO) activities including process updates, continuous improvement initiatives, and ongoing training to sustain long-term performance and compliance. Delivering over $2.5 million in savings.

Training Design Training Effectiveness Training Management Customer Experience Business Process Outsourcing

Hybrid Enrollment Operations (Onshore + BPO Scale)

Drove the full implementation of a healthcare BPO enrollment operation, serving as the central point of accountability across all project phases. Initiated and led structured planning sessions with cross-functional stakeholders to define enrollment workflows, system requirements, and go-live milestones. Owned the integrated testing cycle, working directly with operational and technical teams to surface gaps, validate enrollment processes, and ensure readiness before launch. Oversaw the design and execution of a targeted end-user training curriculum, ensuring frontline staff could accurately process enrollments from day one. Built out a Train-the-Trainer framework that transferred deep enrollment process knowledge to team leads, reducing dependency on centralized support. Following launch, maintained hands-on oversight, driving process improvements, updating workflows in response to enrollment changes, and delivering ongoing training to keep teams compliant and high-performing.

Project Management Learning and Development Standard Operating Procedure (SOP)Learning Evaluation Call Center Management

Talent Operations& Organizational Development

Built and operationalized a workforce performance system aligning talent strategy with business outcomes across CX, Marketing, Analytics, and Operations.

Led OKR governance, increasing adoption by 75% and enabling an agile, test-and-learn culture. Redesigned key workforce processes (referrals, incentive tracking), reducing errors by up to 95% and improving operational efficiency.

Implemented an enterprise eNPS program, increasing engagement from -12 to 35 within two quarters, while launching development and culture initiatives to drive collaboration and performance.

Partnered with HR to streamline hiring and onboarding workflows, improving workforce readiness and cross-functional alignment.

Project Management Operations Consulting Objectives and Key Results Coach (OKR)Continuous Process Improvement Workforce Management

Experience

Jan 2009 — Present

Colorado Technical University

Adjunct Faculty Instructor

CTU is accredited by the Higher Learning Commission, offering industry-relevant degree programs facilitated by experienced faculty.

Ranked in the top 5% of faculty institution-wide, consistently recognized for teaching excellence and student outcomes.
Built a student-first classroom culture rooted in collaboration, accessibility, and high expectations, resulting in strong engagement and academic performance.
Actively contributed to university-wide student success initiatives, bringing a practitioner mindset to both the classroom and broader institutional goals.

Nov 2022 — Feb 2026

Thriveworks

Sr. Director of Learning & Development

Thriveworks offers therapy and psychiatry services, covered by insurance, to help with depression, anxiety, stress, relationship issues, and more, available both in-person and online.

Generated $3M+ in cumulative operational savings through enablement strategy, workforce optimization, and technology-driven transformation.
Directed LMS platform transition, generating $250K in projected savings over five years.
Spearheaded AI adoption in learning and workforce strategy, implementing BrainCX AI solution and generating $250K+ in cost savings.
Contributed to enterprise reputation management processes for BBB and Google Reviews through structured resolution workflows and accountability systems.
Relaunched a stalled Salesforce initiative through structured UAT and targeted training execution, restoring momentum and adoption.
Piloted Regal and Sierra AI solutions to advance client-facing enrollment enablement and improve frontline performance.
Reduced new hire training from 6 weeks to 4 weeks, a 33% efficiency gain, while increasing new hire performance by 40%.
Supported BPO transformation strategy including the transition of Customer Service and Billing operations to the Philippines and the build-out of bilingual operations in Colombia.
Led the consolidation of Billing Support, Enterprise Support, Synchronous Health acquisition teams, and corporate partnerships including Tufts and AHPC into a centralized Center of Excellence.
Architected a multi-track Leadership Development Program spanning emerging leaders, managers, and high-potential talent, built directly around succession planning and performance metrics.
Designed and launched an enterprise Mentorship Program that improved engagement scores and opened internal mobility pathways across the organization.
Established Individual Development and Foundational Skills tracks to close performance gaps surfaced through QA reviews and performance data.
Integrated learning analytics with operational KPIs including NPS, CSAT, FCR, and retention, creating direct and measurable performance lift across call center functions.
Sustained learning NPS scores above 90% while driving improvements in staff retention and overall workforce engagement.
Led a 45-person team across QA, CX, Learning Ops, and Training, driving performance, accountability, and results across all four functions simultaneously

Feb 2020 — Nov 2022

Frontdoor, Inc.

Manager, Learning Operations

Frontdoor provides innovative solutions to simplify home ownership and offers products and services for maintaining and repairing homes.

Implemented enterprise OKR enablement strategy, leading platform rollout and governance using Betterworks to align departmental goal-setting and performance measurement across the organization.
Expanded the enterprise learning technology ecosystem by introducing Coursera, Udemy, and Zoom-based delivery, improving accessibility and scalability of learning programs at a global level.
Partnered with executive leadership to launch and sustain early-stage DEI initiatives, embedding inclusion principles directly into organizational development and learning strategy.
Supported rollout of engagement and performance software, strengthening recognition practices, feedback culture, and employee performance visibility across the org.
Designed and launched the organization's first Leadership Development Program, pairing experienced leaders with new managers to accelerate leadership readiness and build succession pipelines.
Created and implemented the company's first standardized global New Hire Onboarding program, establishing a consistent experience across all countries of operation.
Operationalized "What's Your Story," an executive storytelling initiative featuring C-suite and expanded leadership participation, boosting leadership visibility, career pathway awareness, and organizational connection.
ncreased learning program delivery by 433% and learning hours delivered by 338% year over year.
mproved program attendance by 84% and drove learning impact scores to 92%.
Established a scalable learning operations framework that enabled sustained organizational growth and program expansion well beyond the initial launch.

Jul 2018 — Mar 2020

Altisource

Manager, Talent Operations

Altisource offers solutions and services for the real estate and mortgage industries, optimizing processes and technology usage.

Crossed functional lines to align Client Experience, Marketing, Analytics, and Operations around shared workforce goals, translating org objectives into people strategies that were retained.
Built and launched an integrated learning and talent development strategy from the ground up, stabilizing workforce performance during a high-growth, fast-scaling environment.
Owned OKR framework governance end-to-end for Talent Acquisition function, lifting departmental adoption by 75% and shifting the operating culture toward agility and continuous improvement.
Cut employee referral payout errors by 95% by rebuilding the referral process in partnership with analytics, tightening tracking, governance, and accountability.
Streamlined hiring and onboarding in partnership with HR, creating cleaner handoffs and stronger cross-departmental alignment from day one. Reducing time-to-hire metric by 10%.
Stood up incentive compensation tracking for recruitment teams, eliminating errors and bringing reporting timelines under control.
Launched enterprise eNPS from scratch, moving the score from -12 to 35 in just two quarters through focused engagement diagnostics and fast follow-through.
Created "Development Wednesday," a peer-learning forum that became a cornerstone of team culture, driving collaboration, knowledge exchange, and cohesion across the org.
Designed recognition and motivation programs for field teams, directly connected to CX and sales performance goals.

Mar 2017 — Aug 2018

Altisource (Owners.com)

Manager, Adaptive Learning and Instructional Design

Altisource offers solutions and services for the real estate and mortgage industries, optimizing processes and technology usage.

Introduced adaptive learning methodologies that transformed training engagement for field employees, replacing static content with personalized, performance-driven learning paths.
Achieved 300%+ growth in course completion rates by redesigning the learner experience. Applying targeted interventions, removing friction points, and aligning content to how field employees actually work.
Built a full-cycle digital learning operation: needs analysis, content design, assessments, and evaluation framework. All grounded in data and tied directly to performance outcomes.

Oct 2014 — Apr 2017

Perdoceo Education Corporation

Manager, Faculty Development

Perdoceo Education is committed to providing career-focused learning through its accredited institutions, offering online and campus-based programs.

Led enterprise learning & development for 1,200+ faculty and staff. Redesigned onboarding cutting duration from 5.5 to 2 weeks, raising success rates from 56% to 89% with an average NPS of 90.
Served on Academic Leadership Committee driving cross-functional strategy. Presented executive-level faculty development reporting, architected evaluation frameworks, and supported accreditation compliance
Advanced from student advising into leadership through consistent impact. Evaluated 150+ faculty, developed org-wide SOPs and learning resources, building the operational foundation for scalable performance.
Architected a faculty evaluation framework integrating teaching standards, survey data, and professional development metrics to drive performance accountability across the institution.