Kendall Hack, MBA, MPA

Member of leadership team, lead both the Customer Success and Program Operations functions at Ceresa, a mission-driven leadership development company democratizing access to world-class mentorship and coaching. - As Head of Customer Success, I own all B2B client relationships, partnering cross-functionally to align program design with business goals and drive strong engagement, satisfaction, and renewal outcomes. - As Head of Program Health, I oversee end-to-end program delivery—balancing the needs of customers, participants, coaches, and our network of 700+ volunteer mentors. I use data insights to continuously optimize business operations and improve participant experience. In my first six months at Ceresa, I led efforts that increased participant completion rates by 22% amid growth in total enrollments.

Solution Marketing remit is to get the right solutions to the right people with the right messaging. Spearhead the launch and adoption of new solutions (product lines, features, services) that empower millions of working adults to advance their education and career goals. Focus on leading the creation and advancement of the B2B solutions leveraged by our corporate partners; involves building relationships with consumers to generate actionable market & consumer insights, launching & testing solutions, and creating compelling messaging & positioning to drive impact.

Promoted into a role building and leading a new team focused on creating value across all 40+ education partners. Accomplishments include: - Analyzed the Learner journey and identified opportunity areas before pioneering a playbook for partners to resolve critical friction points - Piloted and scaled first standardized means of measuring partnership outcomes, and leveraged data to make recommendations on resourcing priorities; resulted in targeted, impactful interventions among partners - Launched a cross-functional, quarterly process for providing more transparent insight into Guild marketplace strategy among education partners and receiving program submissions that aligned with Guild’s growth areas. Immediately doubled the number of submissions for aligned programs

Innosight is a global growth strategy and innovation firm, co-founded by Harvard Business School Professor Clayton Christensen. We collaborate with senior leaders at Fortune 100 companies to develop long-term strategies, identify and pursue new growth opportunities, build innovation capabilities, and create disruptive new offerings and businesses. At Innosight, I led teams of consultants on strategy engagements, with a primary focus on healthcare, life sciences, CPG, and education. I gained expertise: in team leadership; uncovering stakeholders’ jobs to be done and developing products/solutions to meet them; structuring ambiguity; leading the development and implementation of transformation roadmaps; synthesizing various (and conflicting) data inputs to create a vision / plan; building alignment in multi-stakeholder environments; and advising senior executives. Previously I was a Consultant and Senior Consultant (Case Team Lead).

Developed a new digital solution for client engagements called “Innosight Connect." Successfully launched and advanced new suite of solutions, in addition to leading business development and pilot projects with new clients. The new business model exceeded new client and revenue targets, generating ~10% of firm’s revenue in first year

Collaborated with data scientists to translate advanced analytics into meaningful human capital insights for clients

Presidential fellowship in the office of the Provost. Position in the WFU administration involved creating and implementing new initiatives for academic and student life, as well as evaluating current programs and assisting in their expansion or advancement

The Michael S. Dukakis Fellowship Program is a nonpartisan fellowship program designed to prepare graduate students for leadership in state government. Acted as ECE policy fellow, researching the impact that quality education programs have on children 0-5 later in life, as well as the economic impact of accessible childcare options on caregivers. Developed return on investment and distilled research into recommendation for the Governor.

Crafted and delivered course for 30+ adult students (high school graduates with 4th-5th grade reading levels)