James Baldwin Email & Phone Number

Toronto, On, Ca

The Operators Guild is an independent, invitation-only group, home to the world’s top finance and operations (high growth and technology) leaders. We have circles (chapters) in over a dozen cities across the US in major tech hubs, along with Canada and Europe! Scaling a company is hard. We are working together to share best practices, help one another solve similar problems, and invest in the operator community. We meet and connect regularly to support each other as we create the next generation of high-growth companies and company leaders.

Remote

* Scaled high-performing user support team through company’s growth from 20m users to 490m+ users over 9 years, including through multiple business transformations, pivots and changes* Drove industry-leading KPIs such as CES (5.4+), AHT (<5 mins), FRT (<8hrs) all while keeping Cost as a Percentage of Revenue below 1% (industry avg is approx 8-12%)* Developed and implemented various systems and tools to increase operational efficiency including Salesforce Service & Community Cloud, Solvvy, Unbabel, Miuros and more > Self-service rates improved from 35% - 45% over 4 years > Improved translation quality increased CSAT (and then CES) scores by 12% on average > Tooling helped reduce AHT from 12 minutes to less than 6 minutes on average* Regularly shared Voice of the User insights to Product and Engineering teams to help influence roadmaps and escalate bugs to continually improve the user experience* Managed BPO and other vendors including contracts, performance and relationship management

Remote

* Established new outsourced BPO to meet evolving needs of the department > New BPO was able to meet and exceed existing performance within 6 weeks > Negotiated contract that increased headcount while reducing budget impact by 15%* Drove migration from CSAT as a primary KPI to CES based on industry trends and best practices to better identify customer pain points and to better guide our team’s focus > CES increased from 4.7 to 5.4 over 2 years > Voice of the User reports with new insights contributed towards Product focuses resulting in faster leadership decision making

Remote

* Built and implemented several new processes to address large gaps in operational flows that resulted in an Average First Response Time decrease from 78 hours to 12 in less than 4 weeks* Established reporting and analytics function for the department to give insight into performance and areas of opportunity

Worked with various clients to help meet their community management, social media marketing and customer support needs. Highlights Include:* Dramatically increased engagement rates and organic reach on almost all clients in a very short amount of time. Examples: >[Sports Bar Client]: From 13.3% to 25.2% engagement in 5 weeks >[Sports Club Client]: From 3.4% to 12.4% engagement in 5 weeks >[Real Estate Client]: Increased organic reach by 120% in 6 weeks >[Non-profit Client]: Dramatically increased organic reach, engagement and growth after defining social media metrics and installing a social media strategy within 8 weeks* Developed and implemented social and marketing strategies for majority of my clients* Built brand new communities from the ground up as well as helped grow existing communities* Identified and analyzed trends and issues in customer requests and product performance

Kitchener, Canada Area

Responsible for all marketing, public relations, community management, user experience, business development and customer support efforts for the company.* Developed, implemented and managed a social media strategy that resulted in a 525% increase in Facebook likes and a 286% increase in Twitter followers in 4 months* Developed and implemented several marketing campaigns that averaged an increased 1500% reach on Facebook, leading to record breaking visitors on the site each time* Developed and managed Twitch streams on a regular basis to help build further relationships with the community and showcase live gameplay

Responsible for external communications including marketing, community management, customer service and technical support.* Managed 132 communities within the organization, assisting with everything from social media training to organizing meetings and introducing members to each other* Implemented a massive database overhaul leading to the ability to install analytics into our database, track membership trends and develop a marketing strategy around that information* Designed and implemented a marketing and social media strategy aimed at increasing communication efforts, both internally and externally