Chip Kennedy Email & Phone Number

Creating a space for Leaders in Customer facing organizations to openly discuss the use and benefits of AI in the Customer arena

Atlanta, Ga, Us

Mailchimp, VP of Customer Operations, 2021 – 2023 I joined Mailchimp to create scalable solutions to elevate its sales organization to the highest level of enterprise functionality. During my first year, I expanded the scope and capabilities of a global sales team, implemented new service level agreements and KPIs, and strengthened the organization’s internal culture by providing opportunities for relationship-building and discussion. Following Mailchimp’s acquisition by Intuit, I guided the integration of existing support offerings into a larger framework, maintaining the brand’s customer base and identity while addressing persistent obstacles to customer satisfaction. I worked directly with executives at Mailchimp and Intuit to ensure alignment between each company’s long-term goals while keeping the customer experience at top of mind across processes.

Atlanta, Ga, Us

I inspired a team of over 90 employees to oversee the automation and global scaling of customer support processes, establishing new frameworks and tools to ensure the success of 1700 international employees. I prioritized the consolidation, simplification, and optimization of diverse business processes to build a centralized, consistent customer experience. My key projects include the overhaul of the organization’s agent quality program, the implementation of a centralized global phone system, and the introduction of a new data analytics platform.

Atlanta, Ga, Us

As the organization’s operations expanded across North America, Asia, and EMEA, I continued to grow and scale the customer support function to ensure a streamlined customer experience across regions. I notably drove the division’s transition to an outsourcing model, significantly reducing operational spend while continuing to identify opportunities to improve efficiency and performance. I led the launch of nine international contact centers while guiding the integration of the company’s customer success and customer support functions.