Information Resources, Inc. (IRI), , announced today that it has named Hoyoung Pak to the position of executive vice president of Global Operations and Data Science. Pak is a member of the executive team and is reporting to Andrew Appel, president and chief executive officer, IRI.
“IRI is squarely focused on delivering robust operating performance, and Hoyoung’s 20 years of experience and strong track record of leveraging creative operational strategies in highly complex environments such as ours will be critical as we work to deliver even more value to our clients,” says Appel. “His talent for elevating the customer experience and pinpointing client growth opportunities make him an excellent fit for our executive team as well as an already strong contributor towards achieving our ‘Growth Delivered’ strategy.”
Prior to joining IRI, Pak served as senior vice president of Operations at Groupon, where he led Customer Service, Merchant Services and Editorial, including all aspects of the customer experience, and spearheaded global efforts to improve productivity. In this role, he deepened loyalty and engagement by rolling out new products, such as Groupon Now for yield management, Groupon Rewards to drive customer loyalty, and Groupon Scheduler to manage appointments/reservations online, resulting in a 30%+ increase in merchant retention and a 50% improvement to productivity through process and systems enhancements.
Prior to Groupon, Pak held multiple leadership positions at Discover Financial Services, where he helped to transform and redesign multiple operational processes across Customer Service, Customer Acquisition and Retention, and Information Technology Development. Prior to Discover, Pak was an associate partner at McKinsey & Company, where he spent more than seven years focused on service operations redesign and was a leader in the Retail/Operations and Supply Chain practice. In this role, he created $200 million in impact through an end-to-end transformation of a $50 billion national grocer and $100 million in impact through labor force optimization and enhanced customer service for a $12 billion hardware retailer.
Pak spent four years in engineering research and development and completed a post-doctoral fellowship at Sandia National Laboratory. He holds a bachelor’s degree, master’s degree and a doctorate in electrical engineering from the University of Illinois and an M.B.A. from Northwestern University.