Casey B.
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Casey B. Email & Phone Number

Managing Director of Customer Care Operations at The New York Times at The New York Times
Location: United States 10 work roles 1 school
1 work email found @nytimes.com 4 phones found area 214, 212, 201, and 800 LinkedIn matched
✓ Verified Jul 2026 4 data sources Profile completeness 100%

Contact Signals · 1 work email · 4 phones

Work email c****@nytimes.com
Direct phone (214) ***-****
LinkedIn Profile matched
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Current company
The New York Times
Role
Managing Director of Customer Care Operations at The New York Times
Location
United States
Company size
1 employees

Who is Casey B.? Overview

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Quick answer

Casey B. is listed as Managing Director of Customer Care Operations at The New York Times at The New York Times, a with 1 employees, based in United States. AeroLeads shows a work email signal at nytimes.com, phone signal with area code 214, 212, 201, 800, and a matched LinkedIn profile for Casey B..

Casey B. previously worked as Managing Director, Customer Care Operations at The New York Times and Director of Care Operations, Growth at The New York Times. Casey B. studied at Bergen County Community College.

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Email format at The New York Times

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*@nytimes.com
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Profile bio

About Casey B.

Customer Service Operations ⇨ Budget & Staff Management ✦ Training ✦ Process Improvement ✦ Reporting & Analysis ✦ KPI Development✦ SalesThroughout my career, I've earned a reputation as the go-to person...if it's a challenge, and needto be done yesterday, I'll find a way to deliver.My unique blend of enthusiasm, a straightforward and no-nonsense leadership style, and intuitive ability to "be the customer" has propelled consistent promotions for more than a decade.I excel in turnaround and start-up operations, quickly engineering ramp-up to scale with growth. By creating strong teams and a culture of performance and accountability, I build customer success operations that drive engagement, retention, revenue growth, and customer satisfaction. HIGHLIGHTSTEAM TURNAROUND: Revitalized underperforming customer success team. Cleared call backlog, introduced culture-/team-building initiatives, and aligned incentives to KPIs.REVENUE GROWTH: Co-led launch of pay model for digital content at The New York Times, leading learning development, communication strategy, and ramp-up to support rollout.CUSTOMER SUCCESS: Deployed loyalty and retention programs that engage and delight with timely delivery of personalized messaging, special offers, and rewards.BUSINESS PROCESS OPTIMIZATION: Transformed core processes by selecting and implementing technology to drive automation and gaining buy-in from staff around objectives.TRAINING & DEVELOPMENT: Minimized attrition in a high-stress call center environment through coaching and training, introducing onboarding, professional development, and leadership training programs.STRENGTHS INCLUDE✔︎ Talent Acquisition & Management ✔︎ Voice of the Customer (VOC) ✔︎ Organizational Development/Rightsizing✔︎ Cost Control Initiatives✔︎ Process Improvement✔︎ Team Building & Leadership✔︎ Learning & DevelopmentLet's Connect. Reach out through this profile or caseybland@outlook.com.

Listed skills include Team Building, Social Media, Customer Service, Microsoft Office, and 24 others.

Current workplace

Casey B.'s current company

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The New York Times
The New York Times
Managing Director of Customer Care Operations at The New York Times
620 Eighth Avenue, New York, NY 10018, us
Website
nytimes.com
Employees
1
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10 roles

Casey B. work experience

A career timeline built from the work history available for this profile.

Managing Director, Customer Care Operations

Current
The New York Times

New York, Ny, Us

Mar 2023 - Present

Director Of Care Operations, Growth

The New York Times

New York, Ny, Us

Jan 2020 - Mar 2023

Senior Manager, Digital Care & Churn Mitigation

The New York Times

New York, Ny, Us

Aug 2018 - Jan 2020

Account Executive, B2B Digital Solutions

The New York Times

New York, Ny, Us

Oct 2017 - Jul 2018

Director, B2B Digital Solutions | Customer Success Operations - Multimillion-Dollar Global Accounts

The New York Times

New York, Ny, Us

Manage team in driving new customer acquisition and retention strategy for The New York Times’ business products. Lead strategy and execution across multiple customer communication channels and set forth vision and deliverables to achieve aggressive growth and retention targets. KEY RESULTS:★ Led team to close 30% of total B2B revenue – finished 2016 170% to goal.★ Automated engagement campaigns, leveraging Salesforce.com to deliver time touchpoint messaging throughout the account lifecycle.★ Deployed rewards program that engages customers with personal phone calls, handwritten notes, swag bags, and other unique touches. Retention is currently trending at 91% YTD.★ Optimized sales effectiveness from back to front. Rolled out new incentive programs that propelled the team to 115% above goal and created customer self-service options that will scale with planned 30% B2B increase in 2017.

Jul 2016 - Oct 2017

Senior Manager, B2B Account Management & Retention | Digital Platform Customer Service Operations

The New York Times

New York, Ny, Us

Promoted to manage operations and strategy development for a portfolio of 370 corporate digital subscription accounts. Trained, managed, and mentored sales and service team accountable for a multimillion-dollar B2B portfolio. ★ Achieved and exceeded new business and profitability goals for a new B2B program, closing first full year at 162% of goal.★ Mobilized resources and to drive CRM and other system upgrades, streamlining operations across the entire customer success lifecycle.★Attained KPIs for new revenue, retention, and customer satisfaction, taking over an underperforming team and driving significant revenue in year one.★Upgraded onboarding, talent management, and employee development, introducing 1/3/6-month assessments creating new training opportunities for all levels of leaership..

Jun 2013 - Jul 2016

Operations Manager

The New York Times

New York, Ny, Us

Managed a team of 100 agents and 6 team leads for the New York Times. Led customer service for special services - 1 million-plus NYTimes.com paid subscribers, online classified accounts, home delivery electronic support, escalations, and electronic services billing. KEY RESULTS★ Designed and implemented a staff development program that created strong leadership bench and consistently maintained the lowest staff attrition rates in the organization.★ Spearheaded cross-training initiative that delivered a four-person reduction in FTEs while still meeting or exceeding aggressive service level agreements (SLAs).★ Led the charge to implement new standards and technology that transformed legacy manual processes as a result of deep expertise in all customer-facing processes.

Feb 2011 - Jun 2013

Supervisor, Special Services & Billing | Call Center Operations

The New York Times

New York, Ny, Us

Managed daily call center operations and monitored key service metrics against SLAs. Performed ongoing training, assessment, and personnel administration tasks including improvement plants, warnings, and terminations. KEY RESULTS★ Achieved 30-second call answer time, 24-hour email turnaround, and 1-hour turnaround for priority/VIP accounts. ★ Co-managed development and rollout of pay-scale model launch for The New York Times digital platforms★Took over paid digital subscriber customer service from a prior vendor, quickly bringing program up to speed and clearing issue backlog.★ Boosted morale with new conflict resolution training, peer-to-peer counseling, and culture-building activities.

Dec 2006 - Feb 2011

Escalation Specialist | Call Center Escalations & Process Improvement

The New York Times

New York, Ny, Us

Rapidly promoted to team lead, managing daily operations and third-party vendor relationships. Owned one-point resolution for escalated customers and contributed insight to process improvements across the NY Times program.

Oct 2004 - Dec 2006

Customer Care Representative

The New York Times

New York, Ny, Us

Exceeded customer and client expectations in a high volume call center. Directly supported the shift supervisor through team leadership, coaching, and mentoring. Tapped to train new hires and serve as a resource for managers and team members.

Aug 2002 - Oct 2004
Team & coworkers

Colleagues at The New York Times

Other employees you can reach at nytimes.com. View company contacts for 1 employees →

MT Megha Tiwari Megha Tiwari Colleague at The New York TimesDelhi, India View → LR Lara Rothenberg, Cpa Lara Rothenberg, Cpa Colleague at The New York TimesNew York City Metropolitan Area, United States View → TC T. Cole Rachel T. Cole Rachel Colleague at The New York TimesNew York City Metropolitan Area, United States View → KH Kait Hoehne Kait Hoehne Colleague at The New York TimesBrooklyn, New York, United States View → JL Jack Langrock Jack Langrock Colleague at The New York TimesNew York City Metropolitan Area, United States View → JC Joe Cyboski Joe Cyboski Colleague at The New York TimesNew York City Metropolitan Area, United States View → DH David Halbfinger David Halbfinger Colleague at The New York TimesNew York, United States View → KB Katie Benner Katie Benner Colleague at The New York TimesWashington, District Of Columbia, United States View → VP Victoria Pandeirada Victoria Pandeirada Colleague at The New York TimesBrooklyn, New York, United States View → JP Jaymin Patel Jaymin Patel Colleague at The New York TimesJersey City, New Jersey, United States View →
1 education record

Casey B. education

  • Bergen County Community College
    Bergen County Community College
FAQ

Frequently asked questions about Casey B.

Quick answers generated from the profile data available on this page.

What company does Casey B. work for?

Casey B. works for The New York Times.

What is Casey B.'s role at The New York Times?

Casey B. is listed as Managing Director of Customer Care Operations at The New York Times at The New York Times.

What is Casey B.'s email address?

AeroLeads has found 1 work email signal at @nytimes.com for Casey B. at The New York Times.

What is Casey B.'s phone number?

AeroLeads has found 4 phone signal(s) with area code 214, 212, 201, 800 for Casey B. at The New York Times.

Where is Casey B. based?

Casey B. is based in United States while working with The New York Times.

What companies has Casey B. worked for?

Casey B. has worked for The New York Times.

Who are Casey B.'s colleagues at The New York Times?

Casey B.'s colleagues at The New York Times include Megha Tiwari, Lara Rothenberg, Cpa, T. Cole Rachel, Kait Hoehne, and Jack Langrock.

How can I contact Casey B.?

You can use AeroLeads to view verified contact signals for Casey B. at The New York Times, including work email, phone, and LinkedIn data when available.

What schools did Casey B. attend?

Casey B. studied at Bergen County Community College.

What skills is Casey B. known for?

Casey B. is listed with skills including Team Building, Social Media, Customer Service, Microsoft Office, Call Center, Voice Of The Customer, Training, and Performance Management.

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