Paul Klass Email and Phone Number
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A results-driven Operations Executive, Corporate Officer, and Transformational Leader with P&L responsibility as well as extensive experience in customer experience, consumer insights, human resources, voice of employee, operational readiness, change management, and strategy. Skilled at identifying organizational needs and developing innovative, high-impact initiatives that drive growth through customer experience and operations excellence. Passionate, committed and authentic leader who works across an organization as well as on the front-line with customer and employees to gain buy-in and trust.Developed a Sports & Entertainment Experience Management Suite (SaaS and managed service), providing industry-leading best practice solutions tailored towards Sports & Entertainment, Venues, Stadiums, Teams, and facility management. These powerful tools once only available to the largest enterprises allow you to truly listen to guests, customers, fans, and employees to accurately understand the experiences and take action. Our customer experience platform and dashboards are currently being leveraged by some of the best brands in Sports & Entertainment. https://www.medallia.com/xchange/sports-entertainment-experience-management-suite/Expertise: Operational Excellence & Leadership | Customer Experience | Voice of Customer | P&L | Human Resources | Voice of Employee | Business Strategy | Customer Insights | BI | Organizational Effectiveness | Team Development | Venue & Event Management |
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Ceo And Co-FounderRiptide Partners 2018 - PresentNew York, UsProviding industry-leading best practice Customer and Employee Experience solutions tailored towards Sports & Entertainment, Venues, Stadiums, Teams, and facility management.As a Partner of Medallia, we utilize our years of experience spearheading and integrating Customer Experience initiatives at leading national and international companies with Medallia’s powerful platform and suite of tools. Clearly a win-win, Riptide is a turnkey solution for companies looking to fast-track into a successful customer-focused culture. To learn more or apply to join our team of accomplished professionals, please visit www.riptidepartners.com .
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Distinguished FellowInnovation Institute For Fan Experience (Iifx) Oct 2022 - PresentJackson, Mississippi, Us -
Advisory Board MemberCustomer Experience At Ithaca College Sep 2021 - Sep 2023
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Senior Vice President, Customer Experience And StrategyThe Madison Square Garden Company 2017 - 2018New York, Ny, UsRejoined former C-Suite Cablevision Execs to transform collection of iconic assets into scalable platform in support of MSG organic growth strategy. Customer Experience oversight of all venues, including season ticket membership, merchandise, food and beverage concessions, suites, and clubs, and all supporting staff. Led the following functions; Voice of Customer/Fan, Consumer Insights, Operational Readiness (VxE), and Process Engineering. Reporting to the Chief Operating Officer. -
Chief Operating OfficerSperian Energy 2016 - 2017Houston, Texas, Us -
Senior Vice President Operations, Strategy And Customer ExperienceCablevision 2013 - Jul 2016Bethpage, New York, Us$6.5B cable television company providing voice, video, and internet services. Engineered numerous operational initiatives that led to a strategic shift to service differentiation. Created and led Customer Experience, Operational Readiness, Process Engineering, Quality, and Strategy functions supporting more than 7000 employees for a top 5 US cable and broadband provider in New York metropolitan market. • Built and launched a suite of service related products, growing service revenue exponentially to $100M with trajectory to achieve $1B.• Introduced Net Promoter system, launched Medallia CEM platform and support structure to drive customer service transformation. • Achieved 68% improvement in Net Promoter Score, far surpassing industry standards, by transforming to customer focused, performance culture and building world-class Customer Experience capability.• Reduced operating expense more than $100M through improved quality of service and eradicating cost driving activity. -
Vice President And Gm Business Services/TransformationDirect Energy, Canadian Services 2010 - 2013Houston, Texas, Us$450M revenue residential and commercial services business with 1,300 employees-providing install and services in HVAC, water heaters, plumbing, electrical, duct cleaning and protection plans. Led the $100M Canadian Business Services division and all key transformation initiatives such as talent, organizational development, safety, and customer service. -
PrincipalEnterprise Hr Solutions 2007 - 2010Professional services firm targeting high growth and start-up businesses. Consulting services included executive assignments, strategy, business development, operations, organizational effectiveness, and M&A. • Provided business advisory services and fulfilled a senior executive role for a NYC start up law firm. Services included the development of the entire back office operation: IT solutions, billing, collections, payment systems, banking, web site development, and HR function.
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Vice President Hr Us, Na Hr OperationsDirect Energy / Centrica Plc 2002 - 2007Houston, Texas, Us$10.1B North American subsidiary of Centrica plc, a global Fortune 500 and FTSE 100 energy company. Led a team of 25 geographically dispersed human resources professionals, provided leadership on all people matters including organizational development, recruiting, succession planning, M&A, employee engagement, and talent management. Led HR operations for North America, encompassing compensation, benefits, pensions, and HR systems supporting 5,000 North American based employees.
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Vice President HrNewpower 2000 - 2002A retail energy start-up company, spun off from Enron in partnership with AOL and IBM. Fulfilled the strategic HR business partner role for select client groups and responsible for managing HR Operations for North America.
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Senior Manager, Human Capital ServicesArthur Andersen Llp 1994 - 2000Professional services firm providing audit, tax, and consulting services to large corporations. Delivered tax and HR consulting services to a wide array of clients in numerous industries including financial services. media, non profit, and telecommunications.
Paul Klass Education Details
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Hofstra UniversityFinance -
Ohio University
Frequently Asked Questions about Paul Klass
What company does Paul Klass work for?
Paul Klass works for Riptide Partners
What is Paul Klass's role at the current company?
Paul Klass's current role is Accomplished C-Suite executive, P&L Owner, and Senior Operations Executive.
What is Paul Klass's email address?
Paul Klass's email address is pk****@****mac.com
What is Paul Klass's direct phone number?
Paul Klass's direct phone number is +121263*****
What schools did Paul Klass attend?
Paul Klass attended Hofstra University, Ohio University.
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