Dale Burnett

VP, Product Operations & Excellence

Kinaxis

Nov 2025 - Current (1 year)

Leading the organization responsible for driving operational rigor, strategic alignment, and executional excellence across the entire product lifecycle — from ideation through to successful delivery and in-market success. Accountable for go-to-market planning, release execution, new product readiness, and strategic transformation, ensuring that Kinaxis delivers innovative products efficiently, predictably, and at scale.

Director, Global Customer Care Operations

Kinaxis

Apr 2021 - Nov 2025 (4 years 8 months)

Leader of the multi-discipline operational team for the Global Customer Care organization. Responsible for managing the organizational strategy, roadmap and execution of the programs, processes and automation required to drive operational excellence for the Customer Success, Customer Support, Training & Enablement business units.

Manager, Global Customer Care Operations

Kinaxis

Dec 2019 - Apr 2021 (1 year 5 months)

Leader of the operational team for the Global Customer Care organization. Responsible for delivering the programs and tools required to drive operational excellence for Customer Success (CS), Customer Experience (CX) and Customer Support.

Manager, Customer Experience Program & Operations

Kinaxis

Jul 2017 - Nov 2019 (2 years 5 months)

As a leader of the Customer Experience organization, work with the broader organization to define and implement a new target engagement model for end-to-end Customer Experience at Kinaxis including:
o Incorporating a variety of technologies (in house and 3rd party) to create a best in class solution for managing customer profiles and their overall health.
o Define the baseline model for customer satisfaction to ensure customer growth and continued adoption of Kinaxis products and services
o Create and pilot the new baseline for customer success and define how the organization will measure and track against this baseline for all customers
o Lead the associated change management activities across the organization including

Program Management Lead, Product Management

Kinaxis

Mar 2016 - Jul 2017 (1 year 5 months)

Manage the program team for supporting the business operations of Product Management, Marketing and Sales. Responsible for:
- Sales Enablement: Solution pricing, RFP Response, Sales support
- Market Fit Analysis: Win/Loss program, Solution fit assessments, Competitive Battle cards
- Strategic Initiative Support: Integration with 3rd party solutions, SFDC evolution etc.

Program Management Lead, Solution Development

Kinaxis

Jan 2014 - Mar 2016 (2 years 3 months)

Prime for managing the introduction of business applications for a SaaS based supply chain management solution. Responsible for resource and release planning to ensure successful solution delivery to the field. Interface with R&D, professional services, sales and customers to ensure successful solution delivery and support including RFP response generation, customer pilots and overall pre-sales support.

Product Management Lead, Professional Services

AlcatelLucent

Aug 2012 - Dec 2013 (1 year 5 months)

Business lead for the introduction of an automated OSS application solution. Defined and managed the product release roadmap based on customer and market requirements. Acted as the lead interface for product and service commercial bids and proposals including RFP responses. Led a global team of 12 to estimate, price and deliver customer specific SW and modules to allow for product integration with existing OSS / BSS systems with minimal impact.

Director, Customer Release Management

AlcatelLucent

Jun 2011 - Aug 2012 (1 year 3 months)

Led a global team to manage customer specific projects from initial definition through to end delivery and acceptance. Generated and negotiated commercial proposals including collaboration with product management to handle scope change and new customer requirements.

Senior Manager, Release Program Management

AlcatelLucent

Mar 2010 - Jul 2011 (1 year 5 months)

Managed the cross functional global project core team to delivery multiple SW releases of a flagship product being introduced to provide secure and controlled API management. Responsible for the full product lifecycle from conception through to customer trials and acceptance.

Senior Manager, Customer Project Management

AlcatelLucent

Jul 2007 - Feb 2010 (2 years 8 months)

Led a multi-disciplinary team (Project management, on-site engineers, order administration etc.) for all customer lab testing and network trial activities. Prime contact for Alcatel-Lucent’s Access program with a large Tier 1 Service Provider.

Team Lead, Software Development SubContracting

Alcatel

Apr 2006 - Jun 2007 (1 year 3 months)

Led a multi-discipline (design, test) to plan, implement and deliver multiple features for an ATM based product release. Worked with management to assign virtual teams per feature to best meet commitments on schedule and within quality.

Team Lead, Software Development

Alcatel

Sep 2004 - Apr 2006 (1 year 8 months)

Led a team of eight for 18 months to develop a new Call Control system designed for performance and robustness. Managed the feature from conceptual start to final integration. Worked with Program / Project Management to define feature requirements, schedule and associated risk with mitigation plans.

N

SW Developer

Newbridge

May 1997 - Sep 2004 (7 years 5 months)

Developed multiple SW features (written in assembler, Pascal, C, C++) over the span of several years for a TDM / ATM based switching and IP routing product. Focus included both control plane (provisioning, redundancy) and data plane functionality.

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Dale Burnett

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