Chief Executive Officer
As founder and CEO of OpinionLab, Rand has served as the visionary mind behind much of our organization’s growth and innovation. Over the course of our 13-year history, he has helped establish OpinionLab as a pioneering force in the industry, designing and patenting the customer-driven feedback model that helped make VoC a ubiquitous and indispensible strategic metric. Today, he spends much of his time leading the management team, working with outside investors, and imagining the next great Voice of Customer breakthrough.
Before founding OpinionLab, Rand’s career centered on developing technology to acquire new forms of marketing data. In 1978, he developed the first digital audience response system, which was originally used to study viewers’ moment-to-moment reaction to television. He later launched several successful measurement technologies to support advertising testing, media measurement, television metering, electronic test marketing, interactive audience response services, web-based user-experience optimization, mobile feedback, and global market intelligence. He holds numerous patents in measurement technology and completed his graduate work at the University of Toronto.
Although Rand’s mind never leaves work entirely, he often stumbles upon his best new ideas while strolling along a North Carolina beach or cruising the Intracoastal Waterway.
President & Chief Technology Officer
As President, CTO, and co-founder of OpinionLab, Mark is responsible for corporate strategy and product design. These days, he spends much of his time working directly with OpinionLab clients, helping major organizations optimize Voice of Customer (VoC) programs while gaining real-world insights that drive innovation within our own company.
Before starting OpinionLab in 1998, Mark served as creative director and co-founder of Corporate Performance Resources (CPR), a Chicago consulting firm that designed and managed large-scale corporate communications networks. Prior to that, he was a member of the Multimedia Factory at Andersen Consulting, where he constructed interactive training and web-based learning applications.
As a serial inventor, dedicated car buff, and father of 3 boys, Mark is unclear on the concept of “free time.” But when he’s not working, he can usually be found racing cars with his friends, building cars with his sons, or explaining the merits of cars to his wife in an attempt to convince her that he needs more of them.
Chief Financial Officer
Carrie has served OpinionLab as chief financial officer, board member, and executive committee member for the past 9 years. Before assuming the responsibilities of CFO, she oversaw the growth of OpinionLab as controller.
Previously, Carrie worked at a CPA firm specializing in small business taxation and accounting. She has held various corporate-accounting positions in health care, corporate retail, and market research organizations. Carrie is a certified public accountant and holds a bachelor of science in finance and a masters degree in taxation.
All financial prowess aside, Carrie’s real gift is caring for her kids: 2 away at college, 1 at home in high school, and 2 of the furry, four-legged variety who often accompany her to the office.
Chief Marketing Officer
As CMO, Jonathan is responsible for bringing OpinionLab solutions to the world. A passionate, data-driven business strategist, he has lived and breathed Voice of Customer since the early days of its proliferation. Today, Jonathan remains keenly in tune with the evolving needs of our space and is a powerful voice for our own clients, helping OpinionLab better design and share VoC solutions that support meaningful engagement in a hyper-connected marketplace.
A fan of all things disruptive, Jonathan has helped a diverse group of brands better engage new markets and customers through smarter technology and deeper insight. Before joining OpinionLab, he served as VP of marketing at Tungle, a breakthrough scheduling application that was purchase by RIM. He also served as VP of marketing and sales at iPerceptions and has held leadership positions at InfoChase Corporation, North America Media Engines Inc., and MediaFactory Marketing Group, and continues to serve as a mentor at FounderFuel, a startup accelerator focused on web, saas, mobile, and gaming.
Although his fixation on brand is a powerful one, Jonathan’s real obsession is family. So when he steps away from the marketing madhouse, he runs straight to the restorative world of blanket forts, cheer dances, poopy diapers, and romantic dates with his wife that take place between soccer games, in the front seat of the minivan.
Chief Information Officer
As CIO, Rick supports the ongoing optimization of our enterprise Voice of Customer (VoC) solution by leveraging data-driven insights into strategic initiatives. He is responsible for customer-relationship management, back-office reporting, and data analysis. More recently, Rick began spending much of his time interfacing directly with OpinionLab clients, gathering insights while consulting brands on best practices in VoC capture and management.
Rick brings a h3 background in web analytics, customer-experience management, interactive marketing, and e-commerce optimization to the OpinionLab team. Prior to OpinionLab, he has held digital and client-facing leadership roles at Equity Residential, Razorfish, MVP.com, and Accenture.
When outside the office, Rick can usually be found around cars, at a nearby track, sailing, or spending time with his wife and 2 children.
SVP of Technology and Operations
As SVP of Technology and Operations, Doug has overall responsibility for building and supporting OpinionLab’s revolutionary VoC feedback products and platforms.
He has an aptitude for building organizations that merge talented technologists with the proper tools to quickly deliver innovative new products. Doug’s time is spent finding great technologists to work with, continually improving processes, and proclaiming his mantra to measure everything and build simplicity.
With a history and passion for creating products and technology driven companies, Doug has helped build and sell a number of SaaS-based companies over the past 15 years including Local Offer Network (Catalina Marketing), Mobitrac (Fluencee), Flutter.com (Betfair) and Interface Software (LexisNexis). Prior to entering the ‘start-up’ phase of his career, Doug architected and led entrepreneurial projects at Global 1000 enterprises while at consulting companies ThoughtWorks and Andersen Consulting (Accenture).
When he isn’t searching for some of the world’s most savvy developers, Doug can usually be found cheering on his alma matter Colorado State University (or his beloved Nebraska Cornhuskers), at a nearby golf course or spending time with his family.
EVP, Customer Experience
As EVP of customer experience, Beth has been instrumental in developing our highly praised service organization since its inception. A firm believer that quality service is a question of quality people, Beth focuses on hiring and nurturing standout customer-experience professionals while exploring new opportunities to improve OpinionLab service across the board.
For over 18 years, Beth has managed client-service teams in a range of industries, including financial services, travel, telecommunications, packaged goods, and not-for-profit. Formerly in charge of launching the eMind.com services division from startup, Beth consulted with various financial-services and technology organizations before OpinionLab persuaded her to come on board. She holds an MBA as well as undergraduate degrees in both business and psychology.
Beth works hard so she can play hard: outside of business hours, she can be found with family and friends, traveling, skiing, golfing, and exploring her foodie side.
VP of Sales & Business Development
As part of the OpinionLab management team, Mark has helped direct our corporate development since the company’s inception. With over a decade’s experience selling VoC solutions, Mark excels in helping companies leverage Voice of Customer insights to meet corporate objectives. Today, as VP of Sales & Business Development, he manages our many alliances and is accountable for the company’s success in meeting revenue goals.
A longtime entrepreneur, Mark has supported the creation and development of several startup ventures, including founding Brand Name Franchising LLC, an outsourced sales and real-estate organization that developed multiple franchise brands throughout the United States. He has also held leadership positions at La Havanita Cigar Factory LLC, Arthur Andersen LLP, and Flatlander’s Investments. Mark holds a CPA and a degree in accounting from Indiana University Kelley School of Business.
Although repeatedly voted Most Fun Person to Bring on a Business Trip in internal polls, Mark occasionally manages to pause his busy work schedule in favor of competitive dog grooming, soap carving, extreme ironing, and travel to exotic destinations with select groups of adventurous and at times rambunctious friends.
With over sixteen years of litigation experience, Kristen Shaheen counsels OpinionLab officers and Senior Managers to assure compliance with regulatory and contractual requirements vital to everyday business. Kristen provides legal analysis that guards the company against legal risks and is responsible for reviewing, documenting and negotiating all customer contracts, employment and vendor agreements.
Prior to joining OpinionLab in 2011, Kristen was Partner and Managing Attorney at Kristen T. Shaheen, Esq., Attorney at Law & Associates, LLP. Kristen is a graduate of Syracuse University College of Law where she cultivated her expertise in contract drafting and negotiation, with extensive experience in general civil matters, real-estate, employment and criminal law.
Kristen is surrounded by lots of boys in her family life, and one crazy Chihuahua. She enjoys spending time with her family and friends.