Heather Steer
Executive Operations & Transformation Leader
Kngs Lyngby
Summary
Results-driven executive operations leader specializing in strategy development and operational transformation. Led over 50 cloud programs within a $30M portfolio, deploying 200+ services globally. Enhanced operational efficiency through automation and standardization, while aligning stakeholders to achieve measurable business outcomes.
Overview
2
2
Languages
15
15
years of professional experience
Work History
Customer Operations Director
WorkInq
01.2026 - Current
- Executive leader responsible for customer operations, support strategy, service performance and team capability.
- Set budgets, KPIs and resource allocation for first-line support, balancing customer outcomes with commercial performance.
- Professionalised processes and ways of working to reduce operational risk and improve service consistency.
- Built team capability through coaching, talent development and stronger performance management.
- Aligned customer care strategy with product priorities to support customer success and business value.
Technical Operations Director
WorkInq
09.2025 - 01.2026
- Executive leader responsible for technical operations, project delivery, incident management and cloud modernisation.
- Led technical operations to strengthen incident response, service performance and SLA adherence across customer-facing support.
- Directed cloud modernisation initiatives, coordinating teams, timelines and delivery priorities to reduce operational risk.
- Strengthened delivery capability through mentoring and agile ways of working across technical teams.
- Maintained billing accuracy and delivery discipline to protect revenue and execution quality.
Global Manager Cloud Build and Operate Services
Aeven
- Executive leader responsible for global cloud strategy, service delivery and operations across Europe and Asia.
- Set strategic direction for global cloud build and operate services across Europe and Asia, strengthening platform scalability, resilience and service maturity.
- Directed 50+ global infrastructure programmes across a $30M+ portfolio, delivering 200+ services across AWS, Azure and GCP in 40+ countries.
- Improved operational efficiency by 35% through automation, standardisation and stronger governance across cloud operations.
- Embedded SRE practices and observability to raise service reliability and achieve 99.99% uptime for critical platforms.
- Led budget, procurement, and customer advisory. Aligned commercial priorities with operations and service outcomes.
Vice President of IT and Operations
Trustpilot
10.2018 - 10.2023
- Executive leader accountable for IT, SRE, Security, Procurement, Technology Operations and Facilities across a global SaaS organisation.
- Set technology and operations strategy to strengthen scalability, resilience and operating effectiveness across a global SaaS business.
- Served as interim CISO during IPO exit, overseeing security operations, compliance and risk remediation at executive level.
- Led cross-functional teams, strategic vendors and talent planning to support product delivery, organisational scale and execution discipline.
- Introduced governance, service standards and cost controls to reduce spend, strengthen accountability and improve service quality.
Vice President of Corporate IT
Trustpilot
03.2018 - 01.2020
- Executive leader responsible for IT strategy, service reliability and operational performance across global systems.
- Lead a 58-person infrastructure and application support organisation, strengthening uptime, service delivery and team performance.
- Standardised processes and SLAs across core systems to improve consistency, control and global user experience.
- Partnered with business leaders to prioritise technology investment supporting growth, efficiency and operational reliability.
Director of Internal IT
Trustpilot
07.2015 - 03.2018
- Executive leader responsible for internal IT operations across networks, telephony, endpoints and core systems to maintain continuity, scale and security.
- Maintained continuous uptime, scalability and security across office networks and systems.
- Partnered with business leaders to deliver pragmatic technology solutions and manage IT budgets and invoicing.
- Directed technology provisioning for new office setups, reducing time-to-productivity for new locations.
Manager IT Help Desk
Trustpilot
03.2015 - 07.2015
- Executive leader responsible for internal IT support operations, service delivery and operational reliability.
- Ran day-to-day help desk operations, set SLA targets and improved response and resolution times.
- Developed and grew the IT and Business Operations team to support company-wide tools and services.
- Worked under tight deadlines to maintain high service levels and user satisfaction.
Business Operations Manager
Trustpilot
10.2014 - 02.2015
- Executive leader responsible for business systems and operations across the sales and commercial technology stack.
- Owned Salesforce strategy, sales operations and system integrations to support revenue teams.
- Administered CRM, HR, Finance and Marketing systems—improving data flows and operational efficiency.
- Implemented process changes to streamline reporting and cross-team collaboration.
Onboarding Team Leader
Trustpilot
08.2012 - 10.2014
- Executive leader responsible for a global onboarding team across Copenhagen, London and New York to improve customer integration and adoption.
- Established KPI reporting, cross-department communication and processes to accelerate time-to-value for customers.
- Managed staffing, training and performance to support high-volume onboarding objectives.
Regional Sales Manager
Surfray A/S
03.2011 - 03.2012
- Led regional B2B sales across IT and developer markets through direct outreach and customer engagement.
- Prospected and closed deals through outbound calls, product demos, and customer meetings, contributing to overall sales targets.
- Maintained customer-facing content and engagement channels, enhancing sales support and customer interaction.
Education
A Level -
Queen Marys College
01-2003
Skills
Customer Experience Management
Customer Experience Strategy
Service & Operational Excellence
Change management
Change & People Leadership
Strategic Planning & Execution
Strategic leadership
Operational Metrics
Quality Assurance
Executive Stakeholder Alignment
MANAGEMENT STYLE
- Management style
- I bring a strategic yet adaptive leadership approach — balancing structured planning with the agility to pivot decisively in response to evolving business demands. I thrive in high-pressure, time-sensitive environments, maintaining composure and clarity where it matters most.
- A genuine interest in people underpins my leadership style. By engaging meaningfully with stakeholders, I develop a precise understanding of their needs — enabling me to direct my team toward solutions that deliver measurable impact and a consistently high standard of service.
Timeline
Customer Operations Director
WorkInq
01.2026 - Current
Technical Operations Director
WorkInq
09.2025 - 01.2026
Vice President of IT and Operations
Trustpilot
10.2018 - 10.2023
Vice President of Corporate IT
Trustpilot
03.2018 - 01.2020
Director of Internal IT
Trustpilot
07.2015 - 03.2018
Manager IT Help Desk
Trustpilot
03.2015 - 07.2015
Business Operations Manager
Trustpilot
10.2014 - 02.2015
Onboarding Team Leader
Trustpilot
08.2012 - 10.2014
Regional Sales Manager
Surfray A/S
03.2011 - 03.2012
Global Manager Cloud Build and Operate Services
Aeven
A Level -
Queen Marys College