Director Global Customer Support
Current
Aug 2020 - Present
AeroLeads people directory · profile
Rick Black Email & Phone Number
Customer Experience and Operations Professional
at
Higher Logic
1 work email found
@higherlogic.com
LinkedIn matched
✓ Verified August 2026
4 data sources
Profile completeness 100%
Current company
Role
Customer Experience and Operations Professional
Location
Greater Richmond Region, United States
Who is Rick Black? Overview
A concise factual answer block for searchers comparing this professional profile.
Quick answer
Rick Black is listed as Customer Experience and Operations Professional at Higher Logic, based in Greater Richmond Region, United States. AeroLeads shows a work email signal at higherlogic.com and a matched LinkedIn profile for Rick Black.
Rick Black previously worked as Director Global Customer Support at Higher Logic and Sr. Director Customer Support at Snagajob. Rick Black holds Bachelor Of Science - Bs, Biology, General from Washington And Lee University.
Company email context
Email format at Higher Logic
This section adds company-level context without repeating Rick Black's masked contact details.
{first_initial}{last}@higherlogic.com
86% confidence
AeroLeads found 1 current-domain work email signal for Rick Black. Compare company email patterns before reaching out.
Profile bio
About Rick Black
Versatile customer experience, technology, and operations leader with over 15 years of management experience. I have a proven track record of building and scaling customer service organizations, coaching and mentoring teams, streamlining workflows and processes, and revamping systems. I am at my best in work environments where I can work cross-functionally and collaboratively to solve business challenges to drive the company forward.My goal is to be an asset and a leader for an organization with a strong mission and vibrant work culture where I can continue to grow, learn, and make a positive impact. The opportunity to grow, improve, and evolve a team or business segment is what energizes and motivates me.
Listed skills include Salesforce.Com, Team Leadership, Oracle, Agile Methodologies, and 15 others.
Current workplace
Rick Black's current company
Company context helps verify the profile and gives searchers a useful next step.
10 roles
Rick Black work experience
A career timeline built from the work history available for this profile.
Sr. Director Customer Support
Business and operational leadership for all post-sale and post go live client technical support. Partnered collaboratively with Sales, Product, Engineering and other service organizations to champion improving the customer's experience while using Snagajob product offerings. Led service teams across 4 global locations to provide providing technical support, technical account management, and general customer service.
Apr 2018 - Mar 2020
Director Customer Support
- Improved and stabilized support operations by decreasing average abandon rates from over 20% to under 5% and decreased average case closure time time from over 4 days to less than 2 business days- Restructured customer support organization to include an offshore partner that handled 50% of overall support contact volume and decreased cost per contact by 75%- Partnered with Customer Success team to introduce a same day turn around premium support model to aid in retention and upsell for high dollar value customers
Jan 2015 - Apr 2018
Sr. Director Consumer Services
- Grew service chat from a channel handling less than 10% of inbound contacts to over 40% of inbound contacts which led to savings of roughly 30% per contact and over $1 million annually - Developed staffing and forecasting models to enable tighter workforce management and KPI compliance which led to an increase in first contact resolution and customer satisfaction- Took over service responsibility for the Japan consumer market and improved operational service levels in the first 60 days while decreasing annual cost by $250K
Feb 2011 - Jan 2015
Director Consumer Success
- Redefined European service model resulting in savings of $600K+ annually along with increased customer satisfaction and conversion rates- Launched an upgrade path for customers which resulted in over $1 MM in additional annual revenue.- Implemented a customer pay for support plan to achieve revenue compliance in accordance with GAAP - Restructured Enterprise Training and Implementation team to reduce operating costs by 50% while at the same time clearing a work backlog that was 18 months behind
Oct 2009 - Feb 2011
Senior Manager Product Support
- Standardized hiring and training practices for consumer and enterprise product support teams which led to increased employee retention and higher overall team productivity- Replaced an under-performing service partner with a new provider that cost 40% less and covered more service channels and hours than the previous service partner.
Mar 2009 - Sep 2009
Sr Manager Information Systems
- Led the IT portion side of the organizational SOX and PCI compliance initiative which was required for Rosetta Stone to go public in April 2009 (RST)- Key member of an Oracle ERP overhaul involving inventory and financial improvement which enabled the company to reduce the month end close process from 20+ days to under 10 days
Sep 2007 - Feb 2009
Manager Business Applications
- Led the Oracle configuration effort to launch websites in UK, Germany, France, Italy, Spain, and Japan- Facilitated the technical aspects of changing payment processors to enable multicurrency processing and also more favorable processing rates which saved $250K annually- Reduced internal help desk backlog by 50% by implementing standardized desktop configurations, troubleshooting checklists, and help case metrics and guidelines to manage technician performance
May 2004 - Sep 2007
Oracle Specialist
- Defined and implemented configurations for Oracle 11i Order Management, Inventory, Shipping, and Accounts Payable Modules as part of a cross functional rapid implementation team- Led the coordination and communication around troubleshooting and remediation for all Oracle applications issues across the sales, financial, order management, HR, and inventory business teams
Jun 2003 - May 2004
Assistant Men'S & Women'S Collegiate Swim Coach
- Created workouts for both men’s and women’s swim teams and helped with goal setting and overseeing team practices- Coached women’s swim team to their 10th consecutive Old Dominion Athletic Championship in addition to achieving Academic All-American honors with the 14th highest GPA among Division II schools in the US- Coached men’s team to 2nd place at the 2003 Southern States Championship event
Nov 2002 - Jun 2003
1 education record
Rick Black education
-
Washington And Lee University
FAQ
Frequently asked questions about Rick Black
Quick answers generated from the profile data available on this page.
What company does Rick Black work for?
Rick Black works for Higher Logic.
What is Rick Black's role at Higher Logic?
Rick Black is listed as Customer Experience and Operations Professional at Higher Logic.
What is Rick Black's email address?
AeroLeads has found 1 work email signal at @higherlogic.com for Rick Black at Higher Logic.
Where is Rick Black based?
Rick Black is based in Greater Richmond Region, United States while working with Higher Logic.
What companies has Rick Black worked for?
Rick Black has worked for Higher Logic, Snagajob, Rosetta Stone, and Washington And Lee University.
How can I contact Rick Black?
You can use AeroLeads to view verified contact signals for Rick Black at Higher Logic, including work email, phone, and LinkedIn data when available.
What schools did Rick Black attend?
Rick Black holds Bachelor Of Science - Bs, Biology, General from Washington And Lee University.
What skills is Rick Black known for?
Rick Black is listed with skills including Salesforce.Com, Team Leadership, Oracle, Agile Methodologies, Saas, Software Development, Crm, and Software Project Management.
Find 750M verified contacts
Search by job title, company, industry, location, and seniority. Export verified B2B contact data when you need it.
Start free trial