Eric Shure Email & Phone Number

Torrance, CA, US

Kearny, US

Kearny, US

Kearny, US

Long Beach, California, US

Distributed, OO

Tempe, AZ, US

• Internet domain registrar & web hosting company. ~$3.3 billion annual revenue, 20 million customers & 7,000 employees worldwide.POSITION MISSION: Simplify how a global user base interacts with GoDaddy and its brands.
• Collaborate with CX colleagues and cross-functionally (e.g., product teams, engineers) to craft / implement CX systems that provide actionable insights for product improvement.
• Optimize customer journeys across CX, marketing web, and product surfaces throughout their lifecycle. ▶ SUCCESS HIGHLIGHTS:
• CX/CUSTOMER JOURNEYS: Developing/implementing from ground zero a system that codifies all customer experience (CX) measurements (including NPS) across GoDaddy’s entire $3B portfolio of SaaS products while removing bias.
• Based on a proven record of results across customer operations, technical services and CX, was advanced to this CX leadership position as part of GoDaddy’s strategic decision to move away from Technical Services.

Tempe, AZ, US

• Led/managed fulfillment of Technical Services products with a large feature set (e.g., cloud, email, website, server management, $45 million total annual revenue).
• Directed 300 team members through 5 managers.
• Monitored product health to improve quality and deliver the best customer experience possible.
• Provided actionable data and insights to optimize quality, process, and documentation.
• Worked cross-functionally to drive fixes for key product issues prioritized based on relevant factors such as volume, user impact, and revenue impact.
• Collaborated/strategized with internal business unit leaders to reduce churn and develop new opportunities for Technical Services sales.▶ SUCCESS HIGHLIGHTS:

Los Angeles, California, US

• Global website hosting and cloud hosting provider **acquired by GoDaddy in October 2013** but operating as a separate brand; currently ~$25M annual revenue and 175 employees.
• Directed/led staff of 300 which delivered multi-channel inbound support to customers.
• Managed operational costs for a P&L of $10 million.
• Developed/managed the end-to-end customer experience for Customer Operations as a support function.
• Partnered with leaders across the organization to achieve synergies and drive growth by maximizing customer service solution efficiencies.
• Worked collaboratively to design/implement programs that supported client objectives.

Los Angeles, California, US

Responsibilities similar to VP position above but with $7 million P&L responsibility. Managed peak headcount of 200.▶ SUCCESS HIGHLIGHTS: BUSINESS PROCESS IMPROVEMENT/CX: Created/implemented a framework that codified the new hire process through written policies and procedures around performance management and shortened new hire on-boarding by 6 weeks..

Los Angeles, California, US

• Responsibilities similar to VP position above but without P&L responsibility. Managed peak headcount of 175.▶ SUCCESS HIGHLIGHTS:
• BUSINESS PROCESS IMPROVEMENT: Optimized the company's capacity planning model by introducing the use of short and long-term forecasts and workforce best practices.

Los Angeles, California, US

• Responsibilities similar to VP position above but without P&L responsibility. Managed peak headcount of 175.▶ SUCCESS HIGHLIGHTS:
• BUSINESS PROCESS IMPROVEMENT: Successfully integrated technically knowledgeable billing personnel into the technical support team. This initiative deepened support capabilities without significant external hiring..
• LEADERSHIP: Participated heavily in the due diligence that made GoDaddy’s 2013 acquisition of Media Temple possible.

Los Angeles, California, US

Positions at Deutsch LA, Sky Properties and Mazzarino's comprise **an additional 8 years of diverse business and management experience** with a focus on finance, process optimization and performance management. These areas of focus drove subsequent success as a leader in CX, customer operations and executive management for Media Temple and GoDaddy.

Toluca Lake, CA, US

See entry for Deutsch LA above.

See entry for Deutsch LA above.