Mike Munsey Email and Phone Number
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I’m a driven and accomplished leader with expertise in the digital, customer experience, and growth domains, providing solid leadership and revenue growth in dynamic, fast-paced, competitive environments. I’m capable of leading a vast array of strategic business responsibilities, as well as general business operations and improvements in client service and support. I have a proven track record growing and developing top individual talent and teams, building the skill sets necessary to deliver results under all circumstances. Credited with building strong relationships, recognizing individual strengths, and continually improving capabilities through independent learning. Skilled in identifying trends that serve as the foundation for the development of long-term strategic roadmaps. Adept at applying innovative digital and AI strategies that enable sustained growth, elevated brand awareness, and improved customer acquisition and engagement.Areas of Expertise:Executive Leadership | Strategic Planning and Execution | Digital Growth and Marketing | Business Intelligence and Data Analytics | Budgeting and Forecasting | Strategic Partnerships | Revenue Growth | B2B and B2C Sales Top Producer | Relationship Management | Cost Containment | Fortune 20 Experience | Strategic ConsultingI currently lead the Customer Success team at Ozmo, a technology company dedicated to revolutionizing customer support for large enterprises. Our solutions are designed to solve customer support challenges at scale, empowering organizations to deliver best-in-class experiences. Collaborating closely with our customers, we tackle complex challenges, drive measurable improvements in key performance metrics and transform the support experience. By building strategic partnerships, we ensure that our customers can provide consistent, reliable answers for every interaction, setting a new standard for excellence in support. During my tenure at Verizon, I had a demonstrated record of success and achievement at this Fortune 20 telecommunications corporation, marked by a series of promotions to positions of increased influence, authority, and accountability. Valued as a top contributor capable of building individuals into top performers. Served as executive sponsor of strategic, enterprise-wide initiatives: CX as a Practice, Product Model and Agile teams, Digital Transformation, Real-time Marketing. Also served as an executive champion of WOW, Verizon Women’s Leadership development program.
Ozmo
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Vice President Of Customer SuccessOzmo 2024 - PresentBlacksburg, Virginia, UsI currently lead the Customer Success team at Ozmo. Collaborating closely with our customers, we tackle complex challenges, drive measurable improvements in key performance metrics and transform the support experience. By building strategic partnerships, we ensure that our customers can provide consistent, reliable answers for every interaction, setting a new standard for excellence in support. Ozmo is a technology company dedicated to revolutionizing customer support for large enterprises. Our solutions are designed to solve customer support challenges at scale, empowering organizations to deliver best-in-class experiences.
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Executive Director Of Customer Experience – Verizon Consumer GroupVerizon 2021 - 2023Basking Ridge, Nj, UsStrengthened relationships with 140M+ mobile and home customers through the management of digital channel experiences which make up nearly 95% of all customer interactions and exceed 200M per month. Served as the architect of strategic channel roadmaps (Web, App and Conversational AI) and led the build of over $52M/yr in digital capabilities which served as the foundation for growth in a challenging and highly competitive industry. Owned commercial P&L for the group, enabling over $250M/yr in business benefits through revenue growth and cost avoidance. * Skilled in driving continuous innovation in the digital space within a legacy telecommunications organization with authority over 200+ global employees and annual operating budget exceeding $100M. -
Executive Director Of Digital Growth – Verizon Consumer GroupVerizon 2019 - 2021Basking Ridge, Nj, UsLed vision, strategy, and execution for all facets of digital growth within consumer Fios and 5G segments representing $90B in annual revenue, with authority over an organization with 100+ global employees.* Orchestrated and executed a strategy to grow digital to encompass 30% of the future wireless sales mix and 50% of the future home sales mix. Sourced and led external consultant team(s) on the financial, strategic and political modeling of these efforts to grow revenue and improve the cost of acquisition at enterprise scale.* Increased e-Commerce revenue by 54% y/y in 2020, outpacing domestic industry averages. Expanded channel share for Fios and 5G Home to 45%. Doubled sales of digital accessories to exceed $160M. * Served as a founding leader of Verizon's Real Time Marketing practice, which transformed marketing to a real-time model using Agile principles and a culture of test and learn, along with AI driven personalizations and optimizations, generating over $300M in incremental revenue and prospect growth.
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Executive Director Of Digital Growth – Consumer & Business MarketsVerizon 2018 - 2019Basking Ridge, Nj, UsPromoted to lead digital growth within the Fios business unit among consumers, representing $13B in annual sales, and business accounts, representing $3B. Administered an annual expense budget of more than $150M. Managed a team of 150+ employees, 70+ contingent workers, and over 1000 sales and service vendors.* Achieved distinction with promotion to executive director, an achievement attained by the top 0.25%.* Credited with increasing the B2B digital mix from 5% to 12% and the B2C Digital mix from 13% to 45%.
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Director Of Digital Marketing – Consumer & Small BusinessVerizon 2015 - 2018Basking Ridge, Nj, UsExpanded role to also include ownership of digital marketing for the $13B consumer space. Launched innovative digital marketing strategies and campaigns to accelerate Fios sales via web, app, and mobile channels, leading to the acquisition of new customers and increased penetration into existing customer accounts.* Grew sales channel mix by 10% y/y, through demand generation governance, SEO, and experience optimizations.* Oversaw the My Rewards+ loyalty platform, growing members 54% y/y to nearly 1M, with $20M in benefits.* Recognized with the President's Award of Excellence in 2017 and Vice President’s Award of Excellence in 2016.
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Director Of Digital Marketing – Small Business And Centers Of Excellence For Analytics + DesignVerizon 2013 - 2014Basking Ridge, Nj, UsExecuted multiple leadership roles, directing the digital analytics and insights organization for Verizon’s residential and small business customer segments, the B2B digital channel, and the digital design team. Enabled digital capabilities by launching near / offshore teams engaged in content creation, production, accessibility, management, QA, and analytics.* Launched outsourced operations in 2 countries with over 50 employees, improving speed to market by 25% and reducing expenses by over 35%.
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Director Of Digital Marketing – Small BusinessVerizon 2011 - 2012Basking Ridge, Nj, UsDesigned and executed digital experience within the small business segment sustaining $3B in revenue through customer engagement and support for sales enablement efforts with prospects. Promoted into Verizon’s Executive team.
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Group Manager, Strategic Acquisitions Channels – Consumer F2F Sales And Business B2B SalesVerizon 2009 - 2011Basking Ridge, Nj, UsGrew a sales organization dedicated to increasing revenue through Fios broadband and television sales. Role initially focused on the Business space, managing 3 vendors with more than 550 sales agents in over 20 sales offices nationwide. Oversaw annual expense budget of $30M. Entering 2011, the role focused on the larger Consumer space, managing 11 vendors with more than 975 agents in 60 offices. Administered annual expense budget of $60M, achieving 110% of plan.
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Group Manager - Channel Operations, Strategic Acquisitions Channels, Marketing OperationsVerizon 2006 - 2009Basking Ridge, Nj, Us
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Manager - Communications And High Tech Market UnitAccenture 2001 - 2006Dublin 2, IeDeveloped specialty knowledge in the telecom, wireless and satellite industries through 5+ years of management consulting experience. Promoted to Manager (executive) level within 4.5 years of joining the firm. -
Mechanical Engineering InternHayes, Seay, Mattern & Mattern, Inc. 2000 - 2000HVAC Design Division
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Industrial Engineering Co-OpFederal-Mogul 1998 - 1999Northville, Michigan, UsPowertrain Division -
InternAbb 1997 - 1997Zurich, Zh, ChTransformer Division
Mike Munsey Skills
Mike Munsey Education Details
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Virginia TechMechanical Engineering
Frequently Asked Questions about Mike Munsey
What company does Mike Munsey work for?
Mike Munsey works for Ozmo
What is Mike Munsey's role at the current company?
Mike Munsey's current role is Customer Success | Digital Transformation Executive - Customer Experience & Growth | Executive Leadership.
What is Mike Munsey's email address?
Mike Munsey's email address is mi****@****ess.com
What is Mike Munsey's direct phone number?
Mike Munsey's direct phone number is +190855*****
What schools did Mike Munsey attend?
Mike Munsey attended Virginia Tech.
What skills is Mike Munsey known for?
Mike Munsey has skills like Telecommunications, Strategy, Management, Program Management, Digital Marketing, Cross Functional Team Leadership, Sales, Vendor Management, B2b, Strategic Planning, Product Management, Leadership.
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