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Executive leader of world class customer success organizations at two top companies. A strategic and operational leader of business transformation at scale with demonstrated ability to align customer success initiatives and processes with overall business goals. Navigates across multiple business functions to implement and sustain change.I deliver this with an acute focus on organizational management, process improvement and people development.I have a passion for people and their success and am recognized for developing talent and having the determination to do the right thing for the organization, and the individuals within it. Skills include:BusinessBusiness TransformationOperations LeadershipStrategy DevelopmentProject ManagementContinuous ImprovementFunctionalContact CentersShared ServicesSupply ChainOrder-to-Cash ProcessTechnical Product & Export SupportPeople & OrganizationHigh Performing, Diverse, Inclusive TeamsTalent DevelopmentCoaching and MentoringOrganization Design and CultureEmployee Engagement
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Highline WarrenChicago, Il, Us
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Vp Customer OperationsHighline Warren Feb 2024 - PresentMemphis, Tennessee, UsWe are the leading automotive aftermarket consumables solution provider, delivering unmatched assortment, scale, and service.Highline Warren offers world class manufacturing of private label Oil & Lubricants, Washer fluid, RV antifreeze and 3PL quality distribution of the best branded automotive maintenance products.Whether you’re looking for a trusted partner with Service Champ® to support your Quick Lube or you need a full-line Automotive distributor with exclusive offerings such as Rain-X® Washer fluid, Mag1® Oil, BlueDevil Performance Chemicals, or Prime Guard® DEF, we’ve got you covered!
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Board MemberCamp Young Judaea Midwest Jul 2022 - PresentNorthbrook, Illinois, Us -
Sr. Director, Customer Service CentersGrainger 2018 - Oct 2023Lake Forest, Illinois, UsProvide operational leadership and strategy to improve customer and employee experience for US customer service operations provided by nationwide team (1000+) and 3 service centers through phone, email, and chat channels.• Created and operationalized a shared vision and strategic plan for ‘world-class customer service’ that ensured the tools, processes, and teams anticipated the needs of customers, supported the sales team, and were translated throughout the enterprise into actions that led to profitable growth. -
Director, Contact Centers - Technical Product Support And Export OperationsGrainger 2013 - 2018Lake Forest, Illinois, UsAccountable for strategy development and operational execution in Grainger’s US Contact Center Organization to improve the customer and team member experience and reduce cost within the Tier 2 teams of Technical Product Support and Export Operations.• Turned around operations performance by rebuilding leadership team and organization structure and created clear focus on performance management and leader standard work.• Led partnership with external consultants to design strategy, location and organization management system, and implement LEAN culture to drive improved customer experience.
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Director, Bp Americas Business Service CenterBp 2009 - 2012London, England, GbAccountable for overall direction and performance of two end-to-end processes (Order-to-Cash and Technical support) for BP's Americas Business Service Center, managing 6 direct reports and 320 staff. • Grew the scope and scale of the operation to support multiple business units and processes, while concurrently delivering improved operational quality, efficiency and customer satisfaction. • Led the transformation of CRM processes and technology across the organization. -
Director Elite Customer Service Center, UsaBp 2007 - 2009London, England, GbAccountable for overall direction and performance of a multi-functional shared service center (Elite Customer Solutions) to support BP’s US retail businesses of approximately 11,000 gas stations plus national account customers. • Established a new performance framework, including a balanced scorecard and rigorous Service Level Agreements across the organization. • Based on six sigma tools and methodology implementations, created a culture of continuous improvement. This resulted in delivery of significantly improved operational performance and customer satisfaction across call center, back office and functional support teams.
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Strategy Director, Us Convenience RetailBp 2007 - 2007London, England, GbLed core team of staff and consultants to recommend bold transformation to reposition BP’s US retail business.
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Multiple Us And Uk Based RolesBp 1992 - 2006London, England, GbPrevious to 2007 held various operational and project leadership roles in BP US and BP UK progressing from analytical and commercial roles in supply chain, trading and customer service to Program Manager and Retail Operations Manager roles.
Nicola Jacobs Skills
Nicola Jacobs Education Details
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Durham UniversityMathematics
Frequently Asked Questions about Nicola Jacobs
What company does Nicola Jacobs work for?
Nicola Jacobs works for Highline Warren
What is Nicola Jacobs's role at the current company?
Nicola Jacobs's current role is VP Customer Operations.
What is Nicola Jacobs's email address?
Nicola Jacobs's email address is ni****@****ail.com
What is Nicola Jacobs's direct phone number?
Nicola Jacobs's direct phone number is +163036*****
What schools did Nicola Jacobs attend?
Nicola Jacobs attended Durham University.
What are some of Nicola Jacobs's interests?
Nicola Jacobs has interest in Kids, Home Improvement, Home Decoration, Electronics.
What skills is Nicola Jacobs known for?
Nicola Jacobs has skills like Strategy, Process Improvement, Management, Change Management, Leadership, Business Process Improvement, Operations Management, Crm, Continuous Improvement, Business Analysis, Team Building, Team Leadership.
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