Ken Stauffer's Location
New York City Metropolitan Area, United States, United States
Ken Stauffer's Contact Details
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About Ken Stauffer
Experienced, Customer-Focused Operations LeaderAmbitious, creative problem solver with 17 years of hands-on experience in DTC E-Commerce operations and customer service across multiple start-ups. Skilled at building company structure from the ground up, quickly scaling up to meet increasing demand, analyzing workflows to increase efficiency, and working across an organization to achieve results. Have launched multiple businesses and scaled several start-ups to over $100 million in annual revenue.
Ken Stauffer's Current Company Details
Ken Stauffer Work Experience Details
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Chief Operating OfficerComfrtNew York, Ny, Us
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Chief Operating OfficerComfrt Jan 2024 - Present- Inaugural COO of one of the fastest growing new apparel brands in the United States.- Responsible for all inventory management, sourcing, production, logistics, warehousing, QA, website development, and customer service. -
Senior Operations & Customer Experience AdvisorIndependent Consulting Jul 2018 - PresentRichmond, California, UsContract consulting with several industry-leading companies in the apparel, healthcare, jewelry, and beauty spaces.Led operational planning on a project for Nike’s new business incubator, Valiant Labs.Built out and refined DTC operations for Beautyrest.com, Serta.com, and Tuft & Needle.Assisted Baystate Medical, the largest hospital chain in Massachusetts, with PPE procurement during the height of the pandemic. -
Chief Operating OfficerSymplbrush Jan 2021 - Dec 2023New York, UsPartnered with respected dentist, Dr. Keith Arbeitman, to bring his vision for a new kind of electronic toothbrush to market. Personally led all product development, manufacturing, logistics, warehousing, web dev (on Shopify), and customer experience.Launched the DTC business in August 2021, and then continually worked to increase conversion and diversify the product line with eco-friendly toothpaste tablets and a pediatric model.Awarded two patents for our innovative design, as well as an outstanding clinical assessment from the Forsyth Institute. -
Vice President Of OperationsTomorrow Sleep Mar 2017 - Aug 2019Reporting directly to the CEO, launched website on 6/27/17, and grew the business to a $30M annual run rate within 12 months.Built internal CX and Order Management teams from scratch to handle thousands of customer orders per week.Maintained a 99% customer satisfaction across all channels (email, live chat, phone, social media) with a median first reply time of 1.2 real hours for anything written.In charge of all demand planning and inventory counts to ensure consistent availability across all SKUs.Achieved an average delivery time of 2.1 business days across all orders, faster than any mattress in a box competitor.Created a nationwide system for White Glove delivery and old mattress recycling.Established tone for all Customer Service interactions from before the site’s launch, personally composing all customer facing copy, including FAQs, policies, and CX macros.Launched several retail spaces for the brand, as well as set up partnerships with several nationwide retailers.Regularly worked with the Serta Simmons Board of Directors, presenting monthly on the company’s progress.
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Head Of Customer Experience And Order FulfillmentTommy John Sep 2014 - Mar 2017Reporting to the President, set in place all KPIs and staffing models to scale the business up 300% in 3 years.Within the first 4 weeks, increased CX agent efficiency from 7.06 incidents per hour to a running average of 13.05.Streamlined return process to allow for free shipping on returns and exchanges while still decreasing the overall cost to the company by 31.25%.Extended available CX hours by 68.89% (from 45 to 76 hours weekly) while increasing staff size by only 16.67%, utilizing an Erlang-based model. Maintained an NPS score consistently over 80, and a Customer Satisfaction rating of 97%+.Coordinated global manufacturing efforts (across 4 continents) to ensure proper stock levels were consistent maintained.As company grew, found and established an outsourced team of 35+ CX agents in a Nevada Contact Center to supplement the NY based team at a reduced cost.Reduced overall return rate to 3.90% of order volume (1.27% refund rate, 2.63% exchange rate). Lead all new customer-facing E-Commerce initiatives, such as a “Try Before You Buy” Trial Program for New Prospects.Personally created and continually managed all procedures for detecting and dealing with Fraud.Member of both the company Leadership team and the Design team for the website. -
Senior Director, Operations And Customer SupportPetflow Mar 2012 - Dec 2013Las Vegas, Nevada, UsManaged 4 Business Analysts, 2 Cust Serv Managers, and 2 Warehouse Managers, with oversight over a 100+ person operation.Based on sales projections, managed the fulfillment of 2,500+ orders daily shipping throughout the 48 contiguous states.Constantly monitored and reviewed trends in CS to identify and prioritize necessary adjustments to the service and site.Implemented and managed a curated monthly subscription box program for consumers dubbed “Spoiled Rotten.”Led all QA efforts for the developing website, prioritizing bugs and features for our IT Dept based on impact. Worked daily with Marketing on strategic initiatives to decrease CPA through targeted online ad placement. Continuously analyzed the performance of warehouse efficiency through a set of custom criteria which I developed.Personally created rules to handle all suspected fraud and monitored their effectiveness.Managed mass email campaigns through MailChimp.Successfully transitioned from using 3PLs exclusively for fulfillment to using our own facility for roughly 70% of orders.Dealt directly with vendors regarding purchase order fulfillment, backorders, recalls, and product quality issues.Direct point of contact for all shipping providers (FedEx, UPS, USPS, LTL, and freight).Managed all chargebacks and complaints through a variety of channels (CC companies, BBB, social media, Google Trusted Stores, and review sites). -
Director, Customer SupportPetflow Apr 2010 - Mar 2012Las Vegas, Nevada, UsWorked tirelessly as a customer advocate allowing a tiny start-up to compete with industry giants (Petsmart, Petco, and Amazon) by providing the most consistent and friendly customer service in the industry.Set tone for all Customer Service activities from before the site’s launch, reporting directly to the company founders.Interviewed, hired, and evaluated all employees in the department directly, eventually growing it to over 60 full time equivalents.Developed all SOPs for dealing with customers issues such as damage, shipping issues, OOS products, product changes, etc.Personally wrote all copy for customer service communication.Built a system to catalog and categorize all CS incidents by type across all channels.Researched, purchased, set-up, and maintained all CS software (CRM, email platform, ACD) and office phone system.Kept costs down by hiring well and keeping morale high. Agents averaged 150+ incidents per day, well above industry standards.Created and enforced all refund and exchange policies, acting as last point of escalation whenever necessary.
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Community / Customer Service ManagerTheladders Oct 2007 - Dec 2009New York, UsManaged a team of 50 full time, college-educated customer service associates, creating a holistic performance management tool used for bonus evaluations.Introduced and utilized the company’s first ACD system allowing coverage of a toll free number without increasing staff size. Streamlined scheduling to increase productivity in the department 57% over 2 years.Full control over all customer refund and chargeback issues. Saved the company $1.4M in 2009 through tighter management.Worked directly with CEO and executive management analyzing trends in customer interaction to structure the dept’s future.Personally created and hosted over a dozen hour long webinars for thousands of the site’s members.Managed quality of all 10,000+ jobs published weekly, resulting in 99.92% overall customer satisfaction. Acted as official department liaison to Sales, Marketing, Human Resources, and Product Development Teams. -
Customer Service Project ManagerTheladders Mar 2007 - Oct 2007New York, UsCoordinated weekly scheduling of 28 full time associates. Led team of 14 associates on a daily basis.Conducting competitive analysis for the executive team to discover how we stacked up against other job boards and Bureau of Labor Statistics data.Performed weekly audits on Job Quality of positions posted on site.Updated training process for new associates to ensure continued high service quality across email and live chat channels.Led bi-weekly orientations to introduce all new employees of the company to the dept.
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Community AssociateTheladders Sep 2006 - Mar 2007New York, UsResponded directly to members’ inquiries via email, live chat, and phone, striving to improve customer experience.Developed site content by researching new job opportunities and reviewing member resumes.
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Production Assistant / Office ManagerAmerican Empirical Pictures Sep 2005 - Aug 2006Handled all administrative matters for the small production company out of director Wes Anderson’s home office, including scheduling and the management of day to day expenses.Managed the pre-production of the films The Darjeeling Limited and The Fantastic Mr. Fox.Produced a minute-long commercial for American Express, coordinating a 40-person crew on location in Paris.
Ken Stauffer Skills
Management
Training
Retail
Customer Service
Crm
Inventory Management
Store Management
Customer Relationship Management
Loss Prevention
Operations Management
Merchandising
Leadership
Account Management
Microsoft Office
Order Management
Process Improvement
Customer Service Management
Customer Satisfaction
Start Ups
Salesforce.com
Warehousing
Social Media Marketing
Email Marketing
Microsoft Excel
Project Management
Ken Stauffer Education Details
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Rutgers UniversityEnglish
Frequently Asked Questions about Ken Stauffer
What company does Ken Stauffer work for?
Ken Stauffer works for Comfrt
What is Ken Stauffer's role at the current company?
Ken Stauffer's current role is Chief Operating Officer.
What is Ken Stauffer's email address?
Ken Stauffer's email address is ke****@****ush.com
What is Ken Stauffer's direct phone number?
Ken Stauffer's direct phone number is +185662*****
What schools did Ken Stauffer attend?
Ken Stauffer attended Rutgers University.
What skills is Ken Stauffer known for?
Ken Stauffer has skills like Management, Training, Retail, Customer Service, Crm, Inventory Management, Store Management, Customer Relationship Management, Loss Prevention, Operations Management, Merchandising, Leadership.
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