Operating & Transformation Executive

Turning strategy into operating reality.

Monica R. Dominguez, DBA

A customer-centric operating executive with $30B Fortune 100 scale and founder-level P&L ownership. COO, Chief Customer Officer, and Chief Transformation Officer.

“I live at the crossroads of exceptional customer experiences and delivering value in every interaction.”

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San Antonio & Austin, Texas · Remote

About

An operator who builds from the customer in.

For two decades I have turned strategy into operating reality across high-growth brands, a Fortune 100 enterprise, and companies I have built from the ground up. In every role I operate the same way: start with the customer, design from their journey rather than internal assumption, and rebuild the operations that make the experience real.

Inside a $30B Fortune 100 financial services enterprise, I set enterprise customer strategy, turned around a 200-person service organization, and helped steer a multi-billion-dollar profitability swing. I led its Scaled Agile transformation and championed early AI in frontline operations.

Today I carry full P&L ownership as a founder and CEO, applying that same customer-centric design to build a fully AI-powered ecosystem and back office, work I am deepening through UT Austin's postgraduate program in AI Agents and Generative AI for Business Applications.

Customer-Centric Design

Strategy grounded in journey mapping and primary research, not internal assumption.

Operating Model Mastery

Decision rights, governance, and cadence that hold after the initiative ends.

AI-Powered Operations

Intelligent systems that run the operating core, not sit beside it.

P&L Ownership

End-to-end accountability, from revenue to cost structure to talent.

Areas of Expertise

Customer Experience

Customer Experience Strategy Customer Experience Operations Journey Mapping & Human-Centered Design Voice of Customer & Insights

Strategy & Architecture

Enterprise Strategy & Strategy Management Business Architecture & Design Strategic Portfolio Prioritization

Operating & Transformation

Operating Model & Governance Design Business & Digital Transformation Business Agility AI-Powered Operations Mergers, Acquisitions & Integration Turnaround & Performance Improvement

Leadership & Organization

Executive Leadership & Talent Development Organizational Design & Development Culture & Change Leadership

Selected Impact

Results that outlast the initiative.

A sample of outcomes across enterprise and founder-led work.

$4B

P&L swing, from a $2B loss to a $2B profit in a single year, enabled through the operating cadence and executive alignment I facilitated for a $30B property & casualty business.

$50M+

Annual savings from a Scaled Agile transformation I led, cutting time-to-value from 18 months to six.

$100M+

Acquisition led through due diligence and integration, standing up a net-new operation across seven states.

200

Person service organization turned around, restoring full SLA compliance in six months while cutting resolution time 60% and executive escalations 50%.

100+

Enterprise customer initiatives prioritized from a redefined customer strategy, grounded in journey mapping and primary research.

$100M

Budget owned across portfolio investment, workforce, and G&A, including $15M in net savings with zero headcount reduction.

Experience

Two decades across the C-suite, the enterprise, and full P&L ownership.

Founder & CEO

2020 – Present

Company portfolio · AI-powered technology, services, and growth

Full P&L ownership and end-to-end accountability for strategy, operations, growth, and results.
Building a fully AI-powered ecosystem and back office designed around the customer.

USAA

2017 – 2025

Property & Casualty · a top-5 U.S. insurer · $30B organization

AVP, Cross-Selling & Customer Strategic Initiatives — enterprise customer growth strategy and cross-sell across three business lines.

AVP, Operations & Planning, P&C Chief of Staff — operations, member advocacy, and Chief of Staff mandate for the $30B P&C organization.

Executive Director, Auto Insurance Innovation — product innovation and M&A across the $18B auto value chain.

Executive Director, Auto Insurance Operations & Planning — delivery transformation and operating-model design.

Whataburger Restaurants

2012 – 2017

Enterprise strategy & operations

Business Strategy & Operations Manager — trusted advisor to senior leadership on transformation, growth, and new business models.

Chief of Staff Manager — liaison to the OCEO and OCOO; owned the enterprise planning cycle and shared-service cost model.

Business & Strategic Planning Manager — led the integrated enterprise strategic and operational planning process.

Earlier Leadership

2003 – 2012

The Shelton Group & Associates — Director, Program Management (2008–2012).

Spirit International — Account & Program Manager (2005–2008).

Jacquelin Enterprises — Department Manager (2003–2004).

Credentials

Education & certifications.

Education

Doctor of Business Administration, Leadership

Capella University

Master of Business Administration

University of Phoenix

Bachelor of Business Administration

University of the Incarnate Word

Postgraduate Program, AI Agents & Generative AI for Business Applications

The University of Texas at Austin · in progress

Certifications

Design Thinking · IDEO The Skilled Facilitator · Schwarz & Associates Certified Story Facilitator · Leadership Story Lab Product Management · Cronin Consulting SAFe Certified Balanced Scorecard Certified

Board & Advisory

Open to board, advisory, and fractional roles where operating discipline and customer strategy drive enterprise value.

Writing & Research

“

People are the strategy. The work that stays with me is watching first-time leaders grow into rooms they never pictured themselves in.

Across two decades of leading people, one question kept surfacing: what actually helps someone step into leadership. My doctoral research and the book I am writing explore that, less a memoir than a map for the people still finding their way up.