Jeff Shah Email & Phone Number

New York, Ny, Us

Responsible for the acquisition and experience of home delivery subscribers. I work across more than a dozen teams to ensure that the home delivery business is set up to make money in a rapidly changing print environment and support The Times’s growing digital subscription business.I also functionallly manage the Customer Care Operations team, responsible for developing team members, fostering the craft of customer service and ensuring the long-term success of the function.

New York, Ny, Us

- Responsible for supporting NYT subscribers and readers throughout the customer journey, from acquisition to retention. - Oversee the agent workforce (in-house and outsourced) and product development function (building agent- and customer-facing tools and self-service experiences). - Integrated Customer Care operations and product development teams into one Agile, cross-functional team.

New York, Ny, Us

Oversaw all aspects of NYT’s global Customer Care organization, including the digital, print and international sides of the business. Provided support over email, phone, live chat and social. Major initiatives included establishing north star metrics and replacing the entire Care tech stack (email, telephony, IVR, chatbot, post-transaction surveying, forecasting, knowledge base and training).

Brooklyn, Ny, Us

Responsible for the strategic direction and operational success of all customer support and policy enforcement functions at Etsy, serving 26M buyers and 1.8M sellers on Etsy. Member Operations includes email, phone and social support, community moderation, dispute resolution, Marketplace Integrity, and Risk Operations.

Brooklyn, Ny, Us

Head of operations for 200+ person Members & Community department. I strive to keep this large, geographically-dispersed team organized, informed, aligned with company goals and focused on providing the best possible support for Etsy's seller and buyer communities. Day-to-day I serve as chief noise reducer, obstacle remover and process improver - with the ultimate goal of helping the millions of small, creative businesses that sell on Etsy succeed.

Brooklyn, Ny, Us

Managed the Customer Support function at Etsy, overseeing email and phone support, seller account management, community forums and bug reporting.

Brooklyn, Ny, Us

Managed a 50+ person Customer Support team at Etsy, making sure we not only answered members' questions but represented their interests throughout the company. Took a data-driven approach to understanding and acting on member feedback.

Brooklyn, Ny, Us

Worked as an operations, analytics and insights manager for the Member Support team at Etsy.com, which includes customer support and Etsy seller outreach. My job was to make sure Member Support made strategic business decisions based on data, optimized interactions with Etsy members and represented the voice of the community internally.Other ops work at Etsy focused on internal business operations / workplace services (real estate, facilities, food programs and office perks), making it easier and more pleasant for employees to work at Etsy.

Supported entrepreneurs of food-based start-ups with cost analysis, financial modeling, operations and supply chain planning and sustainability branding. Clients included Rick's Picks (artisanal pickle company), This Chick Bakes (gourmet baked goods company) and Windowfarms (DIY hydroponic garden community).

Brooklyn, New York, Us

- Managed online community of conscious consumers to develop insights, innovation and advocacy for mission-driven brands - Developed insights from community data into cohesive and actionable strategies for clients

Birmingham, West Midlands, Gb

- Team lead of five person inside sales team - Managed 10+ high value customer accounts - Built and revised divisional sales forecast based on historical data - Built model to manage inventory of fast-moving product line to minimize costs and response timePrevious roles at GKN include Marketing Analyst (2004 - 2005) and International Leadership Development Program Associate (2002 - 2004)

Mba

Diploma, Culinary Arts

Bs, Management, Spanish