Margaret-Ann Cole
Chief HR | People Officer
Services For The Underserved
Redefining Leadership: A CPO’s Journey Through Change, Talent, and Transformation
In the heart of New York City, where the pace of life never slows and diversity defines the rhythm of its streets, Margaret-Ann Cole has carved a legacy as a visionary leader who bridges the gap between human potential and organizational excellence. As Chief People Officer (CPO) at Services for the Underserved (S:US), a nonprofit dedicated to uplifting vulnerable communities, Cole’s career is a testament to the transformative power of empathetic leadership, strategic innovation, and an unyielding commitment to equity. Her journey – from economics student to global HR disruptor – reveals how redefining leadership begins with listening, adapting, and daring to put people first.
Her own background – a Fordham degree in economics and psychology and a global executive MBA (NYU Stern, LSE, HEC Paris) – provides the analytical foundation for this vision. Drawing on that education and decades of experience, Cole is implementing data-driven HR programs to empower staff and advance the agency’s mission of supporting vulnerable New Yorkers.
The Alchemist of Human Potential
Margaret-Ann Cole’s story begins with a fusion of two disciplines: economics and psychology. A graduate of Fordham University, she harnessed the analytical rigor of economics and the nuanced understanding of human behavior from psychology to forge a career uniquely positioned at the intersection of business strategy and people-centric innovation. This duality became her superpower. “Organizations are successful when their people are successful” she reflects, a mantra that has guided her through roles at industry giants like Accenture, Porter Novelli, and PwC, and now at S:US, where her work impacts thousands of employees and clients alike.
Her TRIUM Global Executive MBA – a joint program from NYU Stern, London School of Economics, and HEC Paris – further equipped her with a global lens, enabling her to navigate cross-cultural complexities and drive workforce transformation across borders. Whether building HR consulting practices from scratch or leading cost-reduction initiatives for Fortune 500 companies, Cole’s approach has always been rooted in a simple truth: people are not resources to manage, but partners to empower.
From Consultant to Chief
Cole’s path to nonprofit leadership runs through the world of corporate and consulting HR. Early in her career she held senior human-capital roles at PwC and Towers Watson and served as North America Career Management Practice Leader at Right Management. She then joined Accenture as a Managing Director (“Human Resource Disruptor”), where she led large transformation projects, and later became Chief People & Transformation Officer at Porter Novelli, leading that global firm’s talent acquisition and people development. Along the way she founded her own consulting firm (Margaret-Ann Cole Associates) to advise clients on HR strategy, and recently co‑founded Cascade Clarity AI, blending her people expertise with emerging technology
The Architect of Inclusive Cultures
Building S: US’s HR Foundation
When Cole joined S:US as interim CPO in 2023, she encountered an organization brimming with passion but strained by rapid growth. Employees – many of whom had lived experiences mirroring the clients they served – were burning out under administrative burdens. “We had heroes doing lifesaving work, but our HR processes and systems weren’t designed to support them” she says.
Her first act? Listening. Over three months, Cole visited programs, met with the different program leaders, and held one-on-ones with staff. “I heard stories of talent shortages, long preboarding processes, and employee burnout.. These weren’t just employees – they are advocates who care deeply about the work they are doing .”
Armed with these insights, she spearheaded a three-pillar transformation:
- Simplifying Processes: Replacing outdated paper-based systems with cloud HR tools, cutting onboarding time by 50%.
- Prioritizing Wellness: Championing trauma-informed training and providing mental health resources to address secondary trauma among staff.
- Amplifying Voices: Encouraging employee-led committees that shape policies and processes.
“HR isn’t a department; it’s a partnership” Cole emphasizes. “When we equip people with the right tools and trust, they move mountains.”
Data as a Force for Good
Cole introduced predictive analytics to S: US’s talent strategy. By analyzing patterns in turnover, engagement surveys, and exit interviews, her team identified a critical insight: Employees in roles with high client interaction thrived when given coaching and support.
The result? The introduction of new manager training and development programs that are not one and done but designed to create internal mobility and professional development.
Servant Leadership in Action
Cole’s leadership style defies traditional hierarchies. A self-described “servant leader” she prioritizes presence, empathy, and collective growth over command-and-control tactics. “Early in my career, I thought leadership meant having all the answers. Now I know it’s about asking the right questions and listening” she shares. This philosophy has fostered psychological safety at S:US, where employees are encouraged to voice ideas and challenge norms.
Her approach to balancing work and life further underscores her authenticity. Rejecting the myth of the “50/50 split” Cole advocates for fluidity: “There are seasons for family and seasons for work. What matters is having a support system – and grace for yourself.” With her children now grown, she channels her energy into mentoring rising HR leaders, many of whom now helm their own teams, a point of pride she calls “the ripple effect of lifting others.” By modeling the balance, she encourages her team to bring their whole selves to work, believing that a happy staff fuels a thriving organization.
In her philosophy, leadership means progress and humility. She warns teams not to “let perfection get in the way of progress” and to be ready to “try, fail fast, and redirect”. Cole reminds colleagues that everyone makes mistakes: “Don’t be afraid to make mistakes…treat mistakes as a learning opportunity” she advises. Early in her career she ran teams with a “command and control” style, but she gradually learned that true strength comes from listening. “Over time I discovered that listening was key” Cole reflects. Today she combines strategic rigor with compassion – as she puts it, “having data-driven, empathetic decisions is the signature of a world-class HR professional”. Under her leadership, S:US is encouraged to use analytics and feedback not to rank people, but to understand and support them.
Mentoring and Inclusive Culture
Perhaps Cole’s proudest legacy will be the people she has developed. She often says that her greatest achievements are the relationships she’s built and the employees she’s helped to grow. “I am proud that I can offer my humble skills to help our employees do such valuable and critical work” she notes. Many former mentees have advanced to leadership roles, a testament to her emphasis on coaching and opportunity. Throughout her career, Cole has championed inclusion in every team she’s led – “her drive to create empowering and inclusive workspaces”. From boardrooms to front-line offices, she has made it her mission that employees from all backgrounds feel valued and supported. Her presence on the Rebuilding Together NYC board of a housing nonprofit underlines this commitment to community and equity.
Turning Barriers into Breakthroughs
The $0 Startup
In the early 2000s, Cole faced her boldest challenge: building an HR outsourcing practice from scratch with no capital. Her solution? Partnering with the North American affiliate of a large chemical company as her “guinea pig.” “I pitched them: ‘Let us redesign your HR infrastructure. If it works, you pay and get specialized customizations. If not, we walk away.’”
The gamble paid off. Within a year, the practice grew from 4 to 300 employees, with clients praising its agility. “We proved that innovation isn’t about resources – it’s about resourcefulness” Cole says.
AI and the Human Touch
At S:US, Cole is exploring AI tools to automate repetitive tasks and provide customer service. But she’s adamant that technology complements, not replaces, human connection. “AI can flag burnout risks by analyzing email patterns, but it’s managers who have the heartfelt conversations” she explains.
Her team is in the process of introducing a chatbot named “SUSie” which guides employees to information on all things HR: benefits, mental health resources, tools for everyday at S:US.
The Future of HR: A Vision of Equity and Innovation
For Cole, the future of HR lies in its ability to blend data with humanity. She envisions workplaces where analytics predict turnover risks before they arise, where diversity initiatives are measurable and impactful, and where every employee – from entry-level to C-suite – feels ownership of their growth. At S:US, this means embedding wellbeing and belonging practices into HR policies, recognizing the emotional labor of staff who serve high-need populations.
Her advice to aspiring HR leaders? “Be bilingual: fluent in business and fluent in people.” She urges professionals to advocate for HR’s strategic role, proving that investing in talent isn’t a cost – it’s the cornerstone of sustainable success.
In her view, tomorrow’s HR leaders must be both data-savvy and people-savvy, using predictive tools to inform (but not replace) empathy and judgment. By blending technology with human insight, Cole is confident that HR at S:US – and in the field at large – will become more agile, effective and ultimately more human.
A Legacy of Lift
Margaret-Ann Cole’s journey is more than a career chronicle; it’s a blueprint for redefining leadership in an era of constant change. From consulting boardrooms to nonprofit break rooms, she has proven that transformation begins when leaders dare to care deeply, act courageously, and measure success not by profits alone, but by the lives they uplift.
As she continues to shape S:US into a beacon of inclusive excellence, Cole’s story reminds us that the most impactful leaders are those who see potential in every person – and who build bridges to help them cross into their greatness.
“The secret,” she smiles, “is remembering that we’re all works in progress. Leadership isn’t about being perfect. It’s about being present.”
Redefining Leadership
Margaret-Ann Cole’s journey exemplifies the evolving role of the Chief People Officer – from administrative gatekeeper to strategic business partner, change agent, and culture architect. Whether scaling global talent operations, founding her own consultancy, or transforming a mission-driven nonprofit, she has consistently harnessed data, empathy, and innovation to unleash organizational potential. As HR steps into the age of AI, analytics, and agile transformation, Cole’s blend of servant leadership and disruptive mindset offers a blueprint for reimagining work. Her story underscores a timeless truth: organizations thrive when their people do – and visionary leaders like Margaret-Ann Cole will continue to redefine that equation for years to come.
