Colin Dyer Email & Phone Number

California, United States

San Francisco, California, US

• I lead a global team of managers, project managers and analysts responsible for delivering world class support to our customers.
• I lead the Customer Education & Enablement team that creates scaled CX resources and ensures internal GTM readiness across support and CX.
• I serve as a core thought partner and cross functional stakeholder to other internal departments and drive collaborative goals and investments- interact directly with executive stakeholders and leadership team.
• Leading internal tooling initiatives to better incorporate AI scaling strategies to improve the front end customer UX indexing towards self service while also building process around backend agent efficiency levers.

• An investment shop focusing on real estate, early stage angel/seed businesses and cryptocurrencies.
• Design and implement investing strategy
• Build financial models to manage capital and assets
• Manage P&L

San Francisco, California, US

• I led the global operational strategy for the user operations team from creating a core mission and vision to defining and implementing the right operational metrics to understand and track output.
• Drove the process to define and establish content and customer policies while creating a system for training and decisioning for agents. Worked cross functionally with legal, policy and privacy teams to ensure process.
• Led a global team and was accountable to team health, operational review, performance management and organizational design (career development and role clarity)- interact directly with executive stakeholders.
• Oversaw the development of internal tooling to build agent functionality to problem solve and take account level action on user data and customer accounts to increase resolution times.
• Built out and implemented a Tiered Support Model to reorient agent efficiency around SLA incorporating customer priority, issue severity and complexity in logic rules.

San Francisco, California, US

• Managed Asana's customer operations vendor implementation from 0 to 1, from vendor selection, contract negotiation, hiring, training and management to a core set of KPIs.

San Francisco, California, US

• Defined operational excellence best practices and led multidisciplinary functional teams on the design and execution of analyses and project delivery.

• Manage a global team of managers (60+ people) across 5 Product Orgs in Facebook's Central Products Services pillar, FBApp and Messenger. I support Growth, Social Impact, Civic Integrity, Internationalization, Central.
• Own org wide OKR planning, implementation and execution.
• Developed and implemented org wide Supply & Demand framework for budget and headcount planning and allocation- interact directly with executive stakeholders.
• Oversaw ML projects to better understand and count real users and to also better classify user reported bugs to their corresponding product feature. Oversaw initial model design and data labeling work to improve.

• Focusing on delivering scalable solutions to move top-line company growth and engagement metrics and improve internal infra tools. We analyze user feedback and insights working cross-functionally with product to.
• Leveraging user data and feedback to represent the voice of the user at scale while partnering closely with Engineering, Product, Research, Data Science, legal, finance and Global Operations.

San Francisco, California, US

• Managed a global team (50-60ppl) of 6-8 managers across 3 GEOs (CHI, SF & APAC), each with 6-8 direct reports.
• Helped define process, workflow and systems for 24/7 global support operations.
• Worked cross-functionally with key stakeholders (Sales, Engineering, Product, Research and Product marketing) for product roll outs and internal education.
• Implemented an OKR goals tracking system, for the global customer support team.
• Worked cross-functionally with Head of Demand Gen to ideate, project manage and execute a real time response inbox that drove a 25% lift in gross revenue per new customer.

San Francisco, California, US

• Built sales infrastructure, team and culture from scratch in 5 months while demonstrating 25% m/m growth.
• Piloted and oversaw product development process for comprehensive lead scoring and prioritization system.
• Built Salesforce framework and oversaw tech integration and data migration from our backend admin system.
• Developed and implemented first variable compensation plan for SDRs.
• Developed and taught initial talk tracks, scripts and objection training for sales team.
• Onboarded, trained and managed our offsite call center vendor responsible for sales and customer support.

San Francisco, California, US

• Managed 3 functional teams working on customer support, community management/engagement and special projects (internal IT).
• Developed and managed teams to a set of core KPIs increasing customer satisfaction (CSAT) by 15%. Provided timely reporting to executive team.
• Developed company wide internal training program concentrating on utilizing empathy to improve and grow the customer/brand relationship.

San Francisco, CA, US

• Created initial framework to market effectively and recruit new chefs/restaurants to our marketplace. This includes developing marketing copy and collateral while setting up internal CRM tools to track ROI for both.
• Oversaw development for two iterations of online chef-onboarding flow to improve conversion of new chef accounts from 25% to 47% utilizing internal conversion data and recognizing friction trends. Worked.
• Created original content to increase chef engagement including, video, blog, Facebook groups and two weekly newsletters to over 1000 chefs, maintaining a 54% open rate.

San Francisco, CA, US

• Built process for our CS framework from day one; from purchasing Zendesk to integrating chat, phone and social media support channels. Handled all inbound customer and chef support issues from 30 a week to over 300.
• Developed systems working with product and dev to create constant feedback loops to integrate user and chef CS data for product feature updates.
• Developed internal training program and materials for the onboarding of new CS employees.

• Jeff Adachi is the current San Francisco Public Defender and 1 of 16 Mayoral candidates that ran city-wide in the 2011 Mayoral Election finishing 6th place with 15,670 (8.43%) votes. As the comms and field director I.
• Executed campaign field strategy including the hiring and management of staff and the creation and implementation of voter data universes while overseeing the day to day operations of field team.
• Ran point on press. Wrote and delivered press releases to major SF news media outlets and made all non-candidate, on-the-record statements for the campaign.

US

• Grassroots Campaigns offers strategic consulting for political action, advocacy and environmental groups by specializing in grassroots level outreach. By expanding the membership base of its clients, Grassroots.
• Recruited, trained and managed a staff of 40 while developing ongoing training programs and materials to increase individual weekly quotas with client goals in mind.

Washington, DC, US

• Gabrielle Giffords was the only woman and one of 14 Democrats nationwide to win in a Republican-leaning district in 2010. 48.69% to 47.23% (4,156 votes) in a US-Mexico border district, with no statewide Democratic.
• Staffed and managed two remote field offices while overseeing direct voter contact and voter information in more than six cities with 77,477 registered voters in 64 precincts.
• Won the early vote by 31 votes in a Republican leaning county by expanding the Permanent Early Voting List (PEVL) and consistently recorded some of the highest levels of daily voter contact for a single county.

US

• Registered 4,478 first time student voters before October 2008 deadline for presidential election.
• Developed organizational tactics and events to maximize participation and increase voter registration.

Executive Program In Strategy And Organization, Business Administration And Management, General

Data Analytics

Philosophy & Political Science