Jake Ford Email and Phone Number
Bellevue, WA, US
Jake Ford's Location
Bellevue, Washington, United States, United States
Jake Ford's Contact Details
Jake Ford work email
- Valid
- Valid
Jake Ford personal email
- Valid
About Jake Ford
Why is the sky blue? Where do the freshest coffee beans come from? Why do people tend to associate the color red with hunger?Being inquisitive has been in my nature since I was young. I can't rest until I find a "why", and I'm a problem solver by trade. Honing this innate sense of curiosity, I've been able to solve complex business problems and coach others on how to be thoughtful customer experience leaders.I can synthesize data to create holistic and beautiful stories, showing a customer's journey.📊 I've crafted several metrics that show the health of user and customer experience—every journey is different, and metrics should reflect that.🔎 I'm thorough—I use data to influence my decisions, and I validate my sources. I'm also not afraid to jump into data tables in Snowflake to create my own SQL queries.📈 I build intuitive dashboards in data visualization tools like Looker, Tableau, and Google Sheets.I'm customer experience obsessed.🤝 I build relationships across domains of expertise to get consensus on solution building.✍️ I shape finely-crafted user experiences, whether that's influencing the development of simpler experiences in an app, or developing meaningful escalation processes for when products don't work as expected.🥇 I put customer needs first, and champion their experience in every conversation and decision. I don't rest until there are good solutions, and I'll move mountains with internal teams to make the best decision for customers.I'm not afraid to take risks and I lead by example, creating a safe learning environment for others.🧪 I try new things and I like to experiment—I like to be an early adopter for innovations to be a trend setter (not a trend follower).💡 I encourage and coach others, share lessons learned, and encourage them to take informed risks on new ideas. 🏃 I put team first—I jump in where people need me and nothing is beneath me.If you're someone who's curious like me, reach out—I'd love to see what we can learn from each other.Professional SkillsCommunity building | Social media care | Content writing | Process automation | Customer experience | Process design | Workforce management planning | Social listening | Team building | Career development planning | Customer success | Data analysis | CRM management | Vendor managementDomain knowledgeFinancial Tech | Telecom | HR Tech | Software as a service (SaaS) | E-Commerce
Jake Ford's Current Company Details
Chime
View
Manager, Core Experience (Product Operations)
Bellevue, WA, US
- Website:
- chimecard.com
- Employees:
- 2260
Jake Ford Work Experience Details
-
Manager, Core Experience (Product Operations)ChimeBellevue, Wa, Us
-
Manager, Social ExperienceChime Oct 2023 - PresentSan Francisco, Ca, UsAs the Manager for Chime's Social Experience team, I lead a team that is responsible for Chime's holistic social media response, social media moderation, and social listening analytics strategy across all of Chime's social and review channels.Notable team accomplishments:- Launched @ChimeHelps, Chime's dedicated support handle on X (Twitter) to provide more tailored support for members- Oversaw the growth and direction of Chime's most prolific superuser communities. In less than 12 months, Reddit (r/chimefinancial) saw MAU growth of 270%+, placing Chime's subreddit as one of the most highly engaged financial subreddit communities owned by a brand.- Scaled and launched standard operating procedures to support responding to Google Play Store reviews on Chime's app, seeing 20%+ of reviewers who receive a response increasing their rating.- Grew the team from 0, developing job descriptions and hiring an all-star team of Community Managers & Program Managers.- Improved Chime's overall social analytics datasets and comprehension of real-time product feedback. My team has developed numerous listening queries within Brandwatch across different dimensions, operationalizing a process to share insights related to net sentiment, engagement, and isolating specific member feedback/pain points that arise from social and online sources.
-
Social Operations LeadChime May 2022 - Oct 2023San Francisco, Ca, UsAs the Social Operations Lead at Chime, I am a champion for our members' experiences across our digital channels. I lead a team of Community Managers and Social Care agents responsible for delivering experiences across 11 unique social media platforms, and am responsible for the holistic technology, process, and response strategy across these channels.- Founded the Community Operations program, hiring Community Managers and scaling a strategy to introduce support to Chime's most community-centric channels across Facebook Groups (Chime Crew Group Chat) and Reddit (r/chimefinancial).- Overhauled Chime's Social Media Care program, helping Chime achieve material reduction in operating costs. Saw 20%+ reduction in AHT and 40%+ reduction in time to first response (TTFR) across Facebook, Instagram, Twitter, and TikTok- Introduced new technology efficiency with a predictive intent AI model that reduced agent touchpoints on cases, resulting in net reduction to FTE requirements for Social Care- Manage relationships with social media and CRM vendors, enabling strategic partnerships with each different supplier- Launched Social Media Care support on TikTok within a few weeks of TikTok's APIs going live, enabling Chime to support members on one of our fastest growing social media platforms- Design and manage the routing structures, workflows, and escalation procedures for all of Chime's social media and community channels, in addition to maintaining a continuous improvement model for ongoing process improvement.- Designed a social sentiment scoring system which aggregates sentiment across all of Chime's social media platforms, allowing us to gauge consumer sentiment across multiple dimensions (like taxonomy and platform), helping uncover emerging issues and unhappy paths.
-
Senior Technical Customer Support ManagerZeal Jan 2022 - May 2022San Francisco, California, UsZeal is a modern, embedded payroll provider that helps empower companies to build their own unique payroll service. On top of our easy-to-use payroll API, we are pioneering an all-inclusive tax engine to democratizing broken and cumbersome processes. We're providing accessibility to small, medium and large businesses, and helping Americans get paid on their own terms.At Zeal, I oversee all support touchpoints and manage relationships with tooling vendors. I also manage the operational strategy and roadmap for Zeal, being responsible for KPIs set for the User Operations team. I'm focused on scaling thoughtful processes and infrastructure to deliver the best support experiences for our users. -
Customer Engagement ManagerFigure Aug 2021 - Jan 2022San Francisco, Ca, UsAcquired by PayScale in 2022.Agora is an all-in-one compensation platform focused on demystifying compensation. At Agora, I was a founding generalist hire after Agora's seed round, hired to build out Customer Experience and Communications functions. I was responsible for managing product lifecycle communications, building educational curriculum and onboarding for the product, and managing a feedback flywheel with Product and Engineering post-sales.- I built out a dynamic and interactive onboarding path for users who self-served, leveraging Intercom. Our onboarding completion rates increased by over 15% with implementation of this onboarding pathway.- I built out an issue classification taxonomy to understand and classify inbound support volume. This became an input to our product roadmap and identified top user pain points, contributing towards new product and feature developments.- Using data visualization tools, I built alerts and monitoring to proactively identify issues that users would run into using our product. I partnered with Engineering and Product to create thoughtful solutions for these issues, and would handle all customer communications.- I managed the onboarding experience for all new users post-sales, ensuring successful integration with HRIS, ATS, and cap table integrations. Leveraging onboarding insights, I also built out knowledge base resources for users which helped us scale our onboarding process.- I curated and reviewed all social media posts, blog posts, and content that represented our brand. -
Program Manager, User CommunitiesStripe May 2021 - Aug 2021South San Francisco, California, UsAs a User Communities Program Manager at Stripe, I acted as the team lead for a team of 9 specialists and managed the overall program strategy for Community Operations. I was responsible for managing vendor relationships, setting OKRs for the Community Operations team, and identifying scalable ways to support users across all social media channels. I also supported the program strategy for Executive Escalations, which supported all escalations sent to Stripe's leadership team.• Helped build and launch Stripe's Developer Community in Discord, informing on the strategy for community engagement, permissions, roles, bots, and channel & stage setup. The Stripe Discord is one of the most prolific developer communities on Discord with 100k+ active users.• Partnered closely with Developer Advocacy to launch @StripeDev, Stripe’s X handle committed to communicating with Stripe's developer community• Ran a social media CRM migration effort end-to-end, managing relationships with executive stakeholders & vendors. I managed the full process, including requirements building, budget approval, contract negotiations, and managing a working group to ensure API integrations were completed.• Built out OKRs for Stripe's Community Operations team, informing the overall program strategy for other teammates. Through metric and process design, I reduced our TAR by over 20% for our social channels.• Acted as the Community Operations lead, managing & supporting the growth of 9 Community Operations specialists. I held weekly 1:1s, built development plans for specialists, and coached them on best practices to support their growth.• Responsible for scaling and managing the Executive Escalations program at Stripe, successfully resolving over 1,000 of Stripe's most sensitive user escalations directed at our leadership team. I partnered with cross-functional teams to resolve critical CX gaps, enhancing products, support workflows, and improving accountability within the Operations team. -
Community StrategistStripe Nov 2019 - May 2021South San Francisco, California, Us• Responsible for scaling Stripe's social sentiment and analytics program, using sentiment and impressionability insights to help guide product and support decisions. • Help build Stripe's proactive social engagement strategy, and responsible for identifying opportunities to amplify and engage in user-created content.• Help inform Stripe's social channel strategy, helping determine approaches for each specific channel for support methodology, KPIs, and staffing.• Business owner for Stripe's social CRM tooling, helping derive what our tooling requirements are, including driving RFP efforts, UAT requirements, and managing vendor relationships.• Manage Stripe's social listening funnel, helping derive what information is sourced from Twitter's firehose and what information is presented into our community moderation queues, alongside where it's segmented.• Manage all incoming Executive escalation volume from Stripe's leadership team, and responsible for driving thoughtful resolutions and remediation plans for some of the most painful user experiences.• Experienced with use of project management tools, such as JIRA and Asana.
-
Senior Social Media ManagerT-Mobile Nov 2018 - Nov 2019Bellevue, Wa, UsAs a Senior Social Media Manager at T-Mobile, I was responsible for the overall program strategy for T-Mobile's social media care team, T-Force. I managed relationships with technology vendors, documented standard operation procedures (SOPs) and best practices, and was responsible for the overall program management strategy. I implemented queue and routing infrastructure that improved CSAT by over 10% for social media channels. In addition, I automated several manual process flows, which saved several hundred hours in FTE costs per month.• Responsible for providing guidance and coaching to Social Media Managers, helping give feedback and direction on projects.• Defined measurable KPIs to track the impacts of program changes that were implemented from tooling or process. • Acted as a consultant on company-wide project initiatives, highlighting ideal social customer and social care agent UXs.• Created program management frameworks that effectively prioritized the highest impact work using the RICE framework.• Proactively performed QA, identifying painful user experiences. I worked with social media managers and coaches to identify areas of opportunity to improve performance of 300+ social care agents through improving existing SOPs.• I acted as the tactical lead for T-Mobile's social media operations team during the Sprint and T-Mobile merger. I worked directly with the strategic lead and was responsible for ensuring execution on work back plans and identifying important stakeholders in a RACI framework. -
Manager, Social ListeningT-Mobile Sep 2018 - Nov 2018Bellevue, Wa, Us• Provided direction and development for a team of eight social media listening analysts.• Responsible for monitoring all of T-Mobile's social media channels, including Twitter, Facebook, Reddit, Instagram, and several other web sources.• Partnered with cross-functional team members and executives to proactively flag real-time, critical alerts that arose through social listening channels.• Helped provide impact assessments on crises, highlighting perceived social sentiment and user impressions.• Responsible and accountable for the timeliness of alerts provided to internal stakeholders on sensitive brand risk events.• Identify potential UX improvements by aggregating user feedback and sharing potential improvements with product teams.• Expert in utilization of social listening software, including NetBase, Hootsuite, Khoros, and Sprinklr.
-
Social Media ManagerT-Mobile Jan 2018 - Sep 2018Bellevue, Wa, Us• Responsible for the implementation and design strategy for various processes, projects, and initiatives for T-Mobile's social media team, T-Force.• Responsible for the communication and content creation strategy for T-Mobile's social media operations teams, that come from initiatives of Social Marketing, Marketing, and Public Relations.• Document risks, mitigation strategies, trade off decisions, lessons learned, and impacts of project initiatives. • Act as a consultant and subject matter expert for social media strategy, for enterprise-wide projects.• Accountable for effective project implementation, acting as a lead for all social media led project initiatives.• Partner closely with cross-functional stakeholders to mitigate the impact of customer experience concerns that develop through social media channels, and influence positive solution development.• Work proactively to identify opportunities to improve T-Mobile's frontline operations experience and remove complexity from operations agent, supervisor, and manager workflows.• Develop timeline of events and executive level summary for projects, and responsible for communication strategy to senior level leadership.• Integrated closely with Public Relations to ensure brand affinity and brand image are protected.• Expert in Microsoft Visio, Excel, PowerPoint, and Flow.
-
Social Media CoachT-Mobile Feb 2017 - Jan 2018Bellevue, Wa, Us• Encourage and stimulate the development of ten social media specialists• Coach to best practices and help specialists discover more efficiency• Provide a challenging and energetic work environment to improve productivity• Guide direction to specialists on how to be customer-focused, and drive customer loyalty into our brand• Advocate of the customer's experience - responsible for driving thoughtfulness, passion, and intensity into resolving customer pain points• Empower social media specialists growth through asking thought-provoking questions that create challenges• Maintain cross-functional relationships that help bridge the gaps on customer experience• Trend and identify areas of opportunity for specialist performance, and create specific, actionable plans to meet set goals• Provide consistent communication to specialist group on trends or issues impacting our consumer base
-
Executive Social Media SpecialistT-Mobile Dec 2016 - Feb 2017Bellevue, Wa, Us• Responsible for incoming social media volume directed towards senior leadership team• Brand advocate, responsible for alleviating any customer pain points and working relentlessly to provide a high-caliber customer experience• Empowered to provide solutions when normal policies have none present• Versed in social listening to identify any impacts to the brand, our competitors, and the world around us
-
Social Media SpecialistT-Mobile Oct 2016 - Dec 2016Bellevue, Wa, Us• Responsible for upholding and maintaining T-Mobile brand image on social platforms• Well-versed in many social platforms: Facebook, Twitter, Google+, Reddit, YouTube, Snapchat, Vine• Identify trending content and issues based off incoming user volume• Alleviate highly-escalated customer painpoints
-
Solution Center SpecialistT-Mobile Jan 2015 - Oct 2016Bellevue, Wa, Us• Provide support for one-off issues that are unable to be resolved through standard troubleshooting• Help support national, outbound, call campaigns to alleviate customer painpoints that have been identified from trending customer feedback• Identify gaps in troubleshooting, and provide the essential feedback to improve current steps• Analyze call center metrics by using advanced excel skills, like running macros in excel to pull data from XML links, Access databases and other ODBC databases, and proactively work with leadership to influence positive change in these metrics• Actively work with engineering groups to identify service impacts to customers in T-Mobile and roaming coverage areas, and to observe customer-impactful, feature issues• Provide feedback to analysts on current systems and processes• Manage a SharePoint site to track issues identified by call center representatives• Manage projects through Office 365 for one collective work location• Foster and maintain cross-channel relationships with several different departments to create solutions outside of normal policies
-
Technical Support RepresentativeT-Mobile Jul 2014 - Jan 2015Bellevue, Wa, Us• Troubleshoot advanced issues with several brands of mobile devices• Understanding of networking and engineering processes• Provide customer service for customers experiencing dismay with phone functionality or service• Up-to-date on several different mobile platforms including: iOS, Windows, and Android
Jake Ford Skills
Leadership
Customer Service
Project Management
Microsoft Excel
Telecommunications
Project Coordination
Trend Analysis
Performance Reporting
Collaborative Problem Solving
Time Management
Retail
Sales Management Coaching
Technical Writing
Content Writing
Document Review
Adobe Creative Suite
Microsoft Office
Powerpoint
Office 365
Sharepoint
Infopath
Html
Css
Php
Java
C++
Networking
Mobile Devices
Technical Support
Troubleshooting
Analysis
Customer Experience
Team Leadership
Customer Satisfaction
Team Building
Wireless Technologies
Coaching
Jake Ford Education Details
-
Colorado State University GlobalManagement Information Systems And Services -
Pikes Peak State CollegeGeneral Studies
-
Widefield High SchoolHigh School
Frequently Asked Questions about Jake Ford
What company does Jake Ford work for?
Jake Ford works for Chime
What is Jake Ford's role at the current company?
Jake Ford's current role is Manager, Core Experience (Product Operations).
What is Jake Ford's email address?
Jake Ford's email address is ja****@****hoo.com
What schools did Jake Ford attend?
Jake Ford attended Colorado State University Global, Pikes Peak State College, Widefield High School.
What are some of Jake Ford's interests?
Jake Ford has interest in Skiing, Investing, Travelling, Editing Wikipedia Pages, Hiking.
What skills is Jake Ford known for?
Jake Ford has skills like Leadership, Customer Service, Project Management, Microsoft Excel, Telecommunications, Project Coordination, Trend Analysis, Performance Reporting, Collaborative Problem Solving, Time Management, Retail, Sales Management Coaching.
Who are Jake Ford's colleagues?
Jake Ford's colleagues are Charles Wright, Fatima Khobzi, Eric Ray-Snyder, Aishwarya Joshi, Colin Alexander, Xun Li, Sylvain Lutala.
Free Chrome Extension
Find emails, phones & company data instantly
Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Aero Online
Your AI prospecting assistant
Select data to include:
Total price:
$0.00
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial