Her Story
About Kim
Kim Hayes is a senior technology and operations leader with extensive experience driving global technology enablement, operational efficiency, business transformation, customer experience, and organizational performance. She currently serves as Head of Global Technology Enablement Services at FM Global, where her work focuses on enabling technology capabilities and supporting the organization’s broader operational objectives. Her career has included senior leadership roles across technology, operations, marketing, sales, e-commerce, customer service, and business transformation. As a former Senior Vice President of Operations at AmWINS Group Benefits and Corporate Vice President of Marketing at New York Life Insurance Company, she developed and executed strategies designed to improve revenue, profitability, service delivery, market growth, and operational performance.
Throughout her career, Hayes has built and transformed teams, developed operational models, improved processes, and led technology-enabled initiatives across diverse organizations and geographies. Her professional accomplishments include establishing operations in the United Kingdom, Scotland, India, Jamaica, Canada, the Philippines, and throughout the United States; building a complete support organization from the ground up; doubling support-team efficiency within 60 days; delivering double-digit year-over-year sales growth at Integrated Supply Network; and helping a client achieve 40% margins on an in-market Premium Support product. She has also worked extensively with stakeholder relationships, workforce management, customer service, e-commerce, technology implementation, sales strategy, and organizational change. Her professional development includes Prosci® Change Management credentials, LEAN certification, and training in the 4 Disciplines of Execution.
In addition to her corporate leadership career, Hayes is an author, speaker, mentor, community volunteer, and advocate for women in technology and leadership. She co-authored *Born to Rise: A Legacy of Leadership from Page to Platform* with her daughter, a book launched in 2023 that became a Wall Street Journal best seller and was a finalist for the National Indie Excellence Awards. She has been recognized with a Providence Business News C-Suite Award and named among the Top 50 Women Leaders of Rhode Island by Women We Admire. She is a member of the Society of Women Engineers and Cambridge Who’s Who of Executives & Professionals and has participated in community service initiatives supporting children and social services. Hayes takes pride in education and continuous learning, viewing the expansion of knowledge and skill sets as an important part of effective leadership and long-term professional growth.
Her Interview
Ten minutes with Kim
01What do you attribute your success to?
I attribute my success to a combination of hard work, continuous learning, strong relationships, adaptability, and a commitment to delivering meaningful results. I pride myself on education and knowledge because I believe continuously expanding my skill set allows me to grow as a leader and respond effectively to changing business and technology environments.
I also believe success is built through collaboration. Throughout my career, I have focused on developing trusted relationships with employees, clients, partners, and stakeholders while creating environments where people can perform at a high level. My experiences leading transformation, building teams, improving operations, and navigating new challenges have reinforced the importance of staying curious, being willing to change, and remaining focused on both people and outcomes.
02What’s the best career advice you’ve ever received?
I’ve learned that there is more than one way to solve a problem. When developing a recommendation or deciding how to present an idea, it is important to think beyond your primary approach and consider what your backup plan will be. Not every leader will agree with your recommendation or choose to move it forward, so being prepared with alternative solutions allows you to remain flexible, thoughtful, and focused on achieving the desired outcome.
03What advice would you give to young women entering your industry?
My advice to the next generation, particularly young women entering technology and leadership, is to invest in yourself through education, knowledge, and continuous development. Build your skills, remain curious, and do not be afraid to take on opportunities that challenge you or move you outside your comfort zone.
I also believe strongly in the importance of supporting other women. Leadership is not only about what we accomplish individually; it is also about the example we set and the opportunities we create for others. Through my experiences in technology, leadership, and as a mother, I have learned that our stories and experiences can become platforms for encouraging and empowering the next generation.
Be willing to learn, embrace change, build meaningful relationships, and create opportunities through hard work, preparation, and courage. Your career is one part of your legacy, and the example you set for others can be just as meaningful as the results you achieve yourself.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest opportunities in my field right now is artificial intelligence and how AI is transforming both our organization and the world. We are going through a significant transition as AI moves into the mainstream and is increasingly discussed and adopted at hyperscale. The opportunity is to understand how we can effectively take advantage of AI, integrate it thoughtfully into our organizations, and use it to create meaningful improvements in how we work and deliver value.
05What values are most important to you in your work and personal life?
The values that are most evident in my professional and personal experiences are continuous learning, knowledge, collaboration, gratitude, leadership, service, family, and helping others thrive.
I believe leadership is about creating the conditions for people to grow, innovate, and succeed. In my professional life, that means building trust, supporting teams, developing strong relationships, and maintaining a commitment to service and results. In my personal life, family, gratitude, and creating meaningful time together are deeply important to me. I also value giving back through community service and using my experiences to encourage and empower others.
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