Michael Pawlak is a highly accomplished operations and technology executive with over three decades of experience leading strategic business transformation, operational optimization, and digital innovation across a wide array of industries, including telecommunications, finance, insurance, retail, and oil and gas. As a visionary leader and hands-on strategist, Michael has consistently leveraged data analytics, emerging technologies, and cross-functional collaboration to unlock value, improve customer relationships, and drive sustainable growth for the organizations he has served.
Michael most recently served as the Chief Operations Officer and Co-Founder of IoTSymphony Inc., a groundbreaking IoT software startup. Under his leadership, the company developed an intelligent software solution that integrated data transformation, artificial intelligence, decision science, and automation. This innovation delivered remarkable results, saving its first enterprise client over $18 million in operational costs within the first year. Michael not only oversaw product development but also established a robust technical advisory board composed of industry thought leaders. He defined the company’s employee culture and brand, grounding it in values of innovation, inclusion, and belonging, which played a pivotal role in building a high-performing and motivated team.
Prior to his entrepreneurial success, Michael spent over a decade at SAS Institute, a global leader in analytics and AI. In his role as Principal Industry Consultant, he led digital transformation initiatives that generated over $12 million in new revenue and produced a 165% increase in sales growth. His work included in-depth analysis of customer operations and competitive environments, advising clients on compliance, process improvement, and strategic planning. Michael also played a critical role in developing go-to-market strategies and delivering consultative solutions that improved client success and operational efficiency.
Earlier in his career, Michael served as a Product Manager at SAS and Network Operations Manager at Verizon Wireless. At Verizon, he led multiple innovative initiatives, including the development of the company’s first automated mobile payment system, #PMT, which significantly reduced call volume and improved customer satisfaction. He was instrumental in implementing quality assurance systems and building service delivery teams across multiple states, laying the foundation for scalable operations.
Michael’s expertise spans operations management, customer success, data analytics, program and product management, stakeholder engagement, and large-scale business transformation. He has worked extensively with international markets across Latin America, Europe, and Asia, giving him a truly global operational perspective. In addition to his professional work, Michael has contributed thought leadership through public speaking engagements and an authored article on technology’s role in enhancing customer operations.
Michael holds a Bachelor of Science degree in Finance from Central Michigan University, graduating summa cum laude with a GPA of 3.96. He is not currently serving on any boards but previously established and led a successful technical advisory board at his startup. He is now actively pursuing board and advisory roles where he can apply his deep operational and technology expertise to help organizations improve customer relationships, enhance efficiencies, and achieve strategic growth.
Outside of his professional pursuits, Michael enjoys solving puzzles, spending time outdoors, hiking, and collecting bourbon. Guided by the personal mission, “I’m passionate about helping organizations understand how to improve their customer relationships,” Michael continues to offer a rare blend of strategic vision, operational acumen, and innovative thinking that can drive real and lasting impact in today’s business landscape.
Character: Michael demonstrates integrity, adaptability, and a strong commitment to continuous improvement and team development.
Knowledge: He brings over 30 years of expertise in operations, analytics, digital transformation, and customer success across multiple industries.
Strategic: Michael excels at identifying innovative, data-driven solutions that deliver measurable results and align with long-term business objectives.
Communication: He is an effective communicator who builds trust with stakeholders, leads cross-functional teams, and conveys complex ideas with clarity and purpose.
