Ray Gallagher Email & Phone Number

Austin, TX, US

New York, NY, US

Serving our incredible team as the leader of the Olo Engage product suite.

New York, NY, US

Leading operations for Guest Engagement & Ops business unit at Olo.

New York, NY, US

Ann Arbor, Michigan, US

Humbly serving the client experience teams and our amazing customer partners as we scale this incredible company.

Austin, Texas, US

• Promoted to lead Implementation and global Support teams leading into a Marlin Equity backed merger which doubled revenue to $180M and expanded the product offering to enable full lifecycle management of hospitality.
• Managed the organization through a period of rapid acquisition-based growth and integration with accountability for an $8M budget and 150 direct and indirect reports globally
• Supported enterprise deal bookings through to successful deployments and expedited revenue recognition
• Analyzed customer interactions and satisfaction survey rates by product and support tier and implemented processes to increase agent productivity by over 50% and drive quality assurance metrics
• Facilitated C-level customer leadership engagements including executive business reviews, comprehensive root cause analysis (RCA) sessions, and project delivery reviews
• Launched the Premium Corporate Support program (MRR funded) with enterprise-level Technical Account Specialists who owned support for the top 30 customer accounts

Austin, Texas, US

• Managed an organization of 75+ globally dispersed employees providing 24/7 support for over 2 million end users across 30 countries and 130k customer locations delivering multiple cloud-based software products.
• Administered an $5M global operating budget across offices in the US, South Africa, Australia, and China
• Achieved scalability during several 40%+ revenue growth years through continuous improvement and implementation of self-service tools such as Zendesk, reducing cost per ticket and cost per customer by 80%
• Developed the Know to Grow proprietary knowledge certification program for front line teams to reduce turnover, drive professional growth, and protect institutional knowledge
• Spearheaded a proprietary CX program to improve the quality of customer interactions by building rapid rapport and fostering personal connections that were consistent, repeatable, and measurable

Austin, Texas, US

• Directed all Client Services across six teams during a period of rapid growth with a focus on customer experience and post-sales support, including client onboarding, customer success, customer support, and.
• Guided the team through a TPG Growth backed merger which resulted in a shift to a global support and customer success model for multiple SaaS B2B products
• Managed the deployment of new products, developed scalable processes, and delivered the highest levels of quality in customer care
• Implemented an NPS program which captured responses from over 30% of the user base, delivering valuable data sets to target improved customer experience and yielded a reduction in customer churn

• Reported directly to the President and CEO directing all strategic planning, project management, and special operations initiatives for a multimillion-dollar high growth business unit supporting over $200M in annual.
• Represented the restaurant operators in all decisions made by the company and oversaw the rollout of corporate initiatives across 200 units at the restaurant level
• Served as the corporate administrator for HotSchedules restaurant ERP software for workforce management, scheduling, communications, and forecasting

Earlier experience with Johnny Carino’s included roles as R&D Chef overseeing menu development, including the development of the Carino's Gluten Free Menu; Franchise Chef serving as a culinary consultant for franchisees in the US and Middle East; and Restaurant Manager leading 20+ new restaurant openings in 10 states and three countries