I lead customer experience across the entire customer journey, from onboarding to ongoing support, ensuring alignment with product roadmaps and KPIs. Partner closely with Product, Engineering, Success, and Sales teams to translate customer insights into impactful product updates and scalable self-service solutions.Manage our CX strategy with a focus on driving continuous improvements, fostering a high-performing, adaptable team to meet evolving business needs. I also oversee vendor relationships, managing contracts, planning, and performance for BPO and platform systems.

I launched the company’s first BPO vendor, leading cross-functional integration and setting benchmarks for quality and productivity; managed vendor capacity and forecasting/workforce planning.Developed and implemented contingency plans to maintain service levels during COVID-19 volatility, reducing shrink and optimizing resource allocation.Co-lead the redesign of the customer experience organization, driving change management and engagement strategies across leadership layers.Built new hiring and promotional processes, increasing diversity pipelines and fostering internal promotions.

Established and scaled the company’s first B2B customer experience team. Consistently exceeded internal and external KPIs, including SL, Productivity, QA, CSAT, FCR, LTV, and reorder rate. Reduced employee turnover by over 30% YOY through targeted leadership strategies, increasing employee happiness scores by 17%. Partnered with stakeholders across multiple teams (logistics, product, engineering, sales) to drive improved customer outcomes. Established organization’s Austin, Texas location, managing an $8M budget. Acted as site leader responsible for all recruiting strategy, HR representation, and facilities management.