Enterprise Network Configuration Transition & Capacity Optimization (100K Business Customers)

Situation

Led a multi-year enterprise program to transition business customers from legacy connectivity configurations to new models due to infrastructure capacity constraints. The initiative required aligning engineering timelines, customer outreach, and operational execution while minimizing disruption across a large commercial customer base.

What I Led / Owned

• Designed customer segmentation and transition strategy using integrated enterprise data to prioritize outreach based on customer value, product complexity, and risk

• Led cross-functional governance across engineering, marketing, outreach, and operations teams, facilitating stakeholder alignment and execution planning

• Built reporting and monitoring frameworks, including dashboards and daily data feeds, to track transition progress and guide decision-making

• Developed a cross-organizational scheduling tool to identify conflicts between infrastructure changes and customer communications, reducing last-minute disruptions

• Established scalable processes and tooling that enabled expansion of the program into additional business units

Outcome

• Successfully transitioned legacy configurations across ~100,000 business customers

• Improved infrastructure capacity utilization while maintaining a positive customer experience

• Reduced execution risk through proactive conflict identification and structured governance

• Delivered a repeatable operating model reused for subsequent transition initiatives