FELICIA CAMPBELL
Innovation & Technology Operations Leader
Executive Profile
Innovation and technology operations leader with 15+ years of experience turning complex operational problems into governed, measurable and scalable improvements across cloud, telecommunications, enterprise applications and AI-enabled digital products. Led teams of up to 15 professionals, supported 20 cloud service domains and governed release operations across 33 markets.
Selected Impact
+30 ptsEngineer availability37%Above resolution target40%Fewer release issues33Markets supported
Experience
Independent AI & Digital Innovation Portfolio
Founder / AI-Enabled Product Builder · Sept 2025 — Present
- Designed and launched AI-enabled digital products and business websites, translating business concepts into user journeys, requirements, production-ready experiences and operational workflows.
- Built repeatable AI-agent workflows for delivery planning, QA review, issue analysis, documentation and execution tracking.
Amazon Web Services (AWS)
Operations Manager, Cloud Support Engineering · Nov 2024 — Sept 2025
- Led a 15-member engineering team supporting 20 cloud service domains in a high-volume customer-facing environment.
- Improved engineer availability from 36% to 66% and case-resolution productivity from 78% to 137% of target.
- Reduced escalations from 7.35% to 4.2% while sustaining 96% customer satisfaction.
Digicel Group
Manager, IT Release Management · Jun 2016 — Mar 2022
- Built the IT Release Management function and a 12-person release and QA team for a 33-market business.
- Reduced post-release issues by 40%, accelerated release cycles by 25% and reduced unplanned downtime by 40%.
- Coordinated development, testing, business, vendor and operations stakeholders through readiness, approval and deployment.
Digicel Group
Senior Application Support Engineer / Team Leader · Oct 2015 — Jun 2016
- Led application operations for revenue-critical FTTH billing and provisioning platforms.
- Automated retry processing to achieve a 100% retry rate, 80% retry success rate and a 20% reduction in provisioning-related delays.
- Shortened customer installation timelines from seven days to four.
Core Expertise
Innovation governance · AI-enabled transformation · Operational excellence · Cloud and application support · Release and change governance · Business-case evaluation · Cross-functional leadership
Education
MBA, University Canada West, 2023
BSc, Computing & IT, University of Technology, Jamaica, 2010
AI Essentials for Business, HBS Online, 2026
AI for Leaders, HBS Online, 2026