Head Of Customer Service & Operations
Current- Set vision for updated customer-centric service strategy; rebuilt Customer Service team and expanded department by 200% while maintaining key industry-leading performance metrics and NPS rating of 80+- Project managed two comprehensive UX upgrades concurrently, from vendor search and selection to post-launch optimization, resulting in $1M+ in retained revenue and 18% increased inventory sell-through- Created and deployed successful time-based response strategy in partnership with executive team for more cohesive omni-channel service experience including internal helplines, playbooks, and decision trees- Standardized cross-functional feedback loops and coordinated bi-weekly meetings for departmental progress and prioritization both with internal stakeholders and vendors - Scaled operations of company sustainability program Re-Spun from zero to 250k (and counting!) clothing donations, sparking 30% new customer engagement and 10k+ new orders through connected loyalty program- Organized monthly analysis of quantitative and qualitative data on customer feedback with senior leadership driving product and process improvements - Trained, developed, and promoted multiple team members within department and company- Increased company-wide employee engagement by securing executive buy-in for and implementing several major Diversity, Equity, & Inclusion initiatives- Promoted 5 times over 5 years from associate role to head of department
