Michael Lafferty
Consultant · Freelance
About
Michael Lafferty is an operations and customer experience executive with over a decade of leadership across IT, support, and business delivery. He has proven success in transforming fragmented processes into scalable, aligned systems that drive performance, retention, and growth. Michael excels in P&L ownership, cross-functional leadership, and global team management, with core strengths in global operations management, customer experience optimization, process engineering, and change management.
Career
Work
Director of Global Operations & Customer Experience
Built and scaled the company's entire global operations and customer support infrastructure. Reduced ticket backlog by 90% within 60 days through procedural redesign. Partnered with COO, Finance, and Product divisions to align service delivery with corporate targets. Designed global KPIs and SLA standards, led strategic recovery of over-budget IoT deployment, and owned cybersecurity and IT compliance governance.
Senior Business Operations Analyst
Coordinated multi-million-dollar e-commerce and data integration projects supporting global business units. Collaborated with finance and division heads to implement cost controls and performance reporting. Authored use cases and testing documentation across development cycles, ensuring stability and scalability post-launch.
Program Director, IT Transition & Integration
Led the enterprise-wide IT and operations transition following corporate divestiture, maintaining uninterrupted global business performance across all regions. Orchestrated infrastructure migration, vendor realignment, and internal communications while holding full budget accountability. Delivered all transition phases on time and under budget with zero downtime to mission-critical systems, establishing a stable operational foundation for the newly independent organization.
Operations Systems Lead
Directed large-scale systems deployments and operational support for new casino property launches across multiple states. Designed and implemented proactive IT operations frameworks that improved response reliability and on-site readiness in 24/7 environments. Partnered closely with compliance and security teams to ensure continuous regulatory adherence, operational continuity, and risk mitigation in highly regulated gaming operations.
Education
M.S. Business Information Technology
B.S. Computer Science
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