Ledia Dilo is a seasoned leader with over 20 years of experience in building and scaling customer-centric and operations teams, alongside 10+ years of expertise in teaching operations strategy development. Most recently, she served as the VP of Global Customer Care and Fulfillment at iRobot, where she established an award-winning team and a customer-centric organization. Under her leadership, the iRobot Customer Care team won 11 Customer Care of the Year awards over five years. Her key achievements included launching a voice of customer platform, driving customer care digital transformation, introducing an order management platform, expanding repair and refurbishment operations, and optimizing the supply chain.
Before her tenure at iRobot, she spent nearly 17 years at BJ’s Wholesale Club, where she built the Customer Care organization and developed Voice of Customer (VOC) insights capabilities. She played a pivotal role in BJ’s digital transformation, creating seamless omnichannel experiences across the app, club, and DTC, including initiatives like BOPIC, grocery delivery, and in-store returns. Based in the greater Boston area with her family, she holds a degree from Oxford Brookes University and an MBA from Assumption University.