Operational clarity, at scale.
Gradient360 is a boutique advisory firm helping companies transform operations, elevate customer experience, and execute complex programs — we provide the solutions and management experience you need to plan, deploy and scale with confidence.
Advice built on execution, not theory.
We understand our clients' needs because we've been on their side of the table — managing deployments, owning the budget, protecting the experience. That's the difference between advice that reads well in a deck and advice that survives contact with the frontline and the customer.
Every engagement combines data-driven diagnosis with an actionable execution plan and implementation support — not a roadmap that ends at the recommendation.
We work with businesses at all stages of growth. Leveraging innovation and best practices to achieve transformational results.
Operations Strategy & Execution
Workflow design and optimization, deployment strategy, and operational readiness programs built to hold up at scale.
Customer Experience Transformation
Journey redesign and NPS-driven improvement programs grounded in how operations actually touch the customer.
Program & Change Management
Governance and cross-functional delivery for strategic programs and transformation initiatives, backed by Prosci-certified change management.
Experience that shaped our approach.
Representative outcomes from our founder's career leading large-scale operations and transformation initiatives:
Network Modernization
Led program management, network operations, and construction for a multi-year, $400M broadband infrastructure upgrade reaching 2.2M+ homes, owning end-to-end delivery and cross-functional readiness across field trials, deployment, and service activation. A revamped production forecast model and new equipment queuing workflow drove a 10% lift in constructed passings.
Customer Experience Transformation
Led a customer experience transformation across a footprint of 29K employees serving 8M+ customers, driving adoption of Net Promoter System practices and architecting a new analytics and reporting framework. Net Promoter Score rose more than 20 points, and the company earned its first J.D. Power award for residential internet.
Program Management
Defined the operational framework for a new public-private partnership funding home internet access for K-12 students during the COVID-19 pandemic, coordinating across government affairs, finance, billing, customer service, and technical operations. The program launched successfully and was scaled nationally.
Smartphone Activation Platform
Led operational readiness for a new activation platform supporting a first-generation touchscreen smartphone launch, directing technical performance testing across an extensive set of use cases, building a comprehensive volume and fallout forecast, and coordinating a third-party customer service support plan. The launch accelerated retail sales velocity and transformed the customer experience by enabling subscribers to activate devices at home.
Let's talk.
Tell us about the challenge you're facing and schedule a time to discuss in more detail with the Gradient360 team. Prefer to reach out directly? Email us at info@gradient360.com
