P&L / margin / ops cadence
BSC operating company
BSC Analytics · Vice President of Service Delivery → Chief Delivery Officer → COO (Jul 2022–present)
One-line result
P&L and AI outcomes: led Ariad product development and the shift from services to AI-delivered outcomes with humans in the loop; scaled ~60 to 150+ people and ~3× revenue, margins ~35% to ~70%, B2B NPS 88 — delivery, people, and Salesforce as one operating system.
Context / seat
I joined BSC Analytics in July 2022 as Vice President of Service Delivery, became Chief Delivery Officer in March 2023, and COO in January 2024. The firm sells defined outcomes in cloud, data, and agentic AI — not hours. My job has been to make that model hold when the book grows.
Problem
Outcomes businesses fail quietly: committed work turns into improvisation, CRM becomes a side project, headcount grows faster than revenue per person, and quality slips while everyone stays busy. Scaling without an operating system is just hiring into chaos.
What I did
P&L and cadence
- Owned the operating company end to end: P&L (forecasts and actuals), people and culture, recruiting, delivery (transformation, SRE, managed services), sales engineering, and weekly cadence.
- Set the quality bar: KPIs, incident and delivery standards, and the rhythm a growth-mode services firm needs.
Salesforce as the operating system
- Implemented and operationalized Salesforce as the daily OS for pipeline, accounts, and delivery visibility — not a CRM install that nobody opens on Tuesday.
AI product: Ariad — services to outcomes
- Led AI product development and company-wide implementation of Ariad — BSC’s governed agentic execution platform (not ticket routing: persistent multi-agent work with human approval gates, policy boundaries, and audit evidence).
- Shifted the firm from billable professional services to outcomes delivered by AI with humans in the loop; platform implemented at Fortune 50 enterprises.
- Built the Outcome Desk / AI Ops Center operating model: client keeps business gates; BSC runs the machinery under client accountability; humans stay in the loop where risk and compliance demand.
- Commercialized Managed Outcomes and Assisted Outcomes so clients pay for defined Units of Value / results, not hours — leading through AI disruption as an operating-company problem, not a slide deck.
People and bench
- Hired and developed operators who can carry committed work; held turnover under 5% while mentoring people into leadership seats.
Results
- Headcount ~60 → 150+ across full tenure; revenue ~3× with leaner headcount growth (higher revenue per person).
- Profit margins ~35% → ~70%.
- B2B NPS 88 with >75% response rate.
- Turnover under 5% year over year; accounts that expand after we’re already in the door.
- Salesforce in daily use as the operating system, not shelfware.
What a board or COO should take from this
If you need someone who has already built AI product into an operating company — Ariad, outcome desks, P&L, people, and the system that keeps them honest — this is the proof chapter. BSC is the current example of the craft, not the product being sold.