Chris Roth Email and Phone Number
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Whether I'm working in an early-stage startup or with a billion dollar brand, the work I've done throughout my career has consistently revolved around helping teams and individuals scale and grow. I specialize in leading change management efforts that allow companies to bring their vision to life by helping them execute on their strategic plans and surpass performance goals, all while prioritizing the workplace culture and employee experience. I love to lead and I enjoy digging in and figuring out what support structure needs to be in place to allow the teams I work with to maintain their success and pave a path towards exponential growth.---As a people operations leader, I strive to build a culture and environment that helps individuals, teams, and organizations grow towards fulfilling their mission and reaching their potential most effectively. I believe this can only be done when the teams I lead are made up of a diverse group of people who have been empowered to bring their unique strengths, backgrounds, and ideas to make an impact within their roles. I have found that doing this creates a level of synergy that allows each individual to perform at a higher level as a team than they would have been able to on their own. My experience has focused on leading others within several people operations, general operations, and customer experience roles at various start-ups experiencing exponential growth. Within these roles, my responsibilities have included the following:• Coaching and developing leaders• Collaborating with cross-functional groups to lead change management efforts• Creating inclusive and empowering team cultures• Developing processes to improve strategic planning, workforce planning, and talent management programs• Implementing and analyzing performance metrics• Leading strategy development processes• Recruiting and onboarding diverse groups of talent• Increasing and analyzing employee engagement levels• Using data to identify opportunities and risks• Managing relationships with external vendorsMy StrengthsFinder themes are:• Woo• Belief• Connectedness• Communication• Empathy
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Director Of Cx Strategy And TransformationMetropolis TechnologiesNashville, Tn, Us
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Head Of Us User SupportTiktok Oct 2023 - PresentLos Angeles, California, Us -
Director Of Consumer Experience, North AmericaMars Aug 2021 - Oct 2023Mclean, Virginia, Us -
Site Manager, User SupportTiktok Jun 2021 - Aug 2021Los Angeles, California, UsLed TikTok's User Support team for all users within the United States, Canada, Australia, and New Zealand.
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Chief Operating OfficerRuby Jun 2018 - Dec 2020I served as the Chief Operating Officer at Ruby, a healthcare and fintech startup incubated within First Horizon Bank beginning in 2018 and spun out as an independent entity in 2020.My accomplishments within this role included:• Managing all people operations, general operations, and customer experience processes for Ruby• Partnering with the Ruby CEO to build the infrastructure required to transition the Ruby brand from a larger corporation to a new corporate entity• Collaborating with the marketing team to develop a marketing strategy that allowed the brand to acquire 10,000+ customers over a period of 18 months• Creating and implementing Ruby’s long-term and short-term company-wide strategic planning processes• Leading the effort to shape Ruby’s culture, including creating the brand’s core values and mission statement• Overseeing and managing all HR processes for Ruby’s team of 15, including hiring and onboarding, selecting and implementing benefits plans, and compensation management• Managing Ruby’s customer care team and developing the team’s KPIs and standard operating procedures• Working alongside First Horizon’s legal and compliance teams to create Ruby’s terms of service, privacy policies, and additional legal and compliance processes• Building and running Ruby’s company-wide performance review and professional development program• Directly managing vendor accounts including overseeing billing and setting up SOWs and MSAs• Providing First Horizon’s CFO with regular updates related to Ruby’s progress and performance -
Director Of OperationsFirst Horizon Bank Jun 2018 - Oct 2020Memphis, Tn, UsI joined First Horizon as one of the founding team members of Ruby, a healthcare and fintech startup that was incubated within First Horizon Bank starting in 2018. As a Director of Operations at the bank, I operated as a liaison for the Ruby team and managed projects alongside Legal, Compliance, Risk, Procurement, Finance, and Customer Service team members at First Horizon in order to build the infrastructure needed to support Ruby. This role provided me with the opportunity to both be immersed within a larger corporate environment, while also collaborating with others to drive the strategy of a full-fledged internal startup. -
General Manager Of Customer ExperienceWarby Parker Sep 2015 - Jun 2018New York, Ny, UsWhile at Warby Parker, I served as the senior-most leader in their Nashville corporate office. As the General Manager of Customer Experience, I managed 3 Customer Experience Associate Managers with an umbrella over 155 employees. Having joined the company during a season of exponential growth, I was charged with leading the recently-opened Nashville office as we implemented several new programs and processes that allowed the Customer Experience team to support the increase in customer demand.My accomplishments within this role included:• Playing a key role in the development and implementation of the department’s strategic operating plan, assisting with decisions about project prioritization, performance goals, and budget spending• Collaborating weekly with the leadership team in New York to review department performance reports and forecasted customer interaction volume in order to identify ways to improve operational processes• Assisting with preparing the customer experience team for the launch of a SMS customer interaction platform, a new chat support service, and Warby Parker’s first iOS app• Overseeing the hiring process as the Nashville team grew from 47 employees to 155 employees in 2.5 years• Designing and leading a project that helped improve department employee engagement levels by 16% YOY• Contributing to the successful launch of a part-time work-from-home team in Nashville, leading to a decrease in department labor costs -
Customer Service ManagerOtterbox May 2014 - Aug 2015Fort Collins, Co, UsI had the opportunity to serve as the senior-most leader at one of OtterBox's two customer service locations during one of the company's most pivotal periods of growth. As the Customer Service Manager, my role focused on collaborating with the department's leadership team to develop our strategy related to customer satisfaction (NPS), department performance metrics, culture, and leadership development.My accomplishments within this role included:• Managing 9 Customer Service Leads (umbrella over 180 employees)• Being promoted from an entry level role to the most senior-level role at office location in 3.5 years• Regularly analyzing and using data obtained through the Net Promoter Score survey and Employee Engagement survey to drive the strategy of a customer service department that saw over 4.3 million customer interactions per year• Being hand-picked to be a member of an exclusive company-wide leadership development program based on high performance and strong potential for future growth• Playing a pivotal role in managing the change process for the implementation of a new warranty process, a new employee compensation program, and a new department training program• Leading the entire onboarding process, including interviewing and training, for the hiring of 7 Associate Managers• Regularly coaching and delivering feedback to team members -
Customer Service Lead, Expert TeamOtterbox Oct 2013 - May 2014Fort Collins, Co, UsAfter spending time managing a team of Customer Service Representatives as a Customer Service Lead, I was promoted to a new role in which I was able to lead the department's "Expert" team. The Expert team was a team made up of 20 of the highest performance employees in the customer service department, each of whom provided top-tier support for internal and external customers.My accomplishments within this role included:• Managing a team of 20 senior agents • Being one of ten employees nominated for the 2013 OtterBox employee of the year award• Developing the infrastructure and metrics needed to measure individual Senior Agent and Expert Team performance• Creating a leadership development program implemented within the customer service management team• Increasing average individual performance by over 20% by consistently coaching and mentoring direct reports• Playing a fundamental role in restructuring and improving the Customer Service team for an acquired company• Regularly being sought out by the CEO to assist customers who have endured frustrating experiences
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Customer Service LeadOtterbox Dec 2011 - Oct 2013Fort Collins, Co, UsMy accomplishments within this role included:• Managing a team of 30 Customer Service Representatives that interacted with 3000+ customers daily• Leading my team to be the top performing team in the department (out of 18 teams) for all of 2013• Organizing and directing the Customer Service training program, training over 300 new hires in 12 months during a period in which the headcount in the department grew by over 200%.• Exclusively managing the vendor relationship for an outsourcing partner.• Presenting for Customer Service department in 40+ company-wide new hire orientations.• Training employees to create a thorough understanding for company ERP and CRM programs.
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Customer Service RepresentativeOtterbox Jan 2011 - Dec 2011Fort Collins, Co, UsMy accomplishments within this role included:• Being the top performer on my team of Customer Service Representatives.• Developing a thorough understanding for client relationship management.• Tackling obstacles with composure while interacting with customers over the phone and via email.
Chris Roth Skills
Chris Roth Education Details
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Colorado State UniversityMaster Of Business Administration (M.B.A.) -
College Of CharlestonBusiness Administration; Marketing Concentration
Frequently Asked Questions about Chris Roth
What company does Chris Roth work for?
Chris Roth works for Metropolis Technologies
What is Chris Roth's role at the current company?
Chris Roth's current role is Director of CX Strategy and Transformation.
What is Chris Roth's email address?
Chris Roth's email address is ch****@****ker.com
What is Chris Roth's direct phone number?
Chris Roth's direct phone number is (888) 492*****
What schools did Chris Roth attend?
Chris Roth attended Colorado State University, College Of Charleston.
What are some of Chris Roth's interests?
Chris Roth has interest in Leadership, Workplace Culture Development, Career Advancement, Education, Poverty Alleviation.
What skills is Chris Roth known for?
Chris Roth has skills like Leadership, Customer Service, Management, Training, Team Building, Time Management, Team Leadership, Crm, Marketing, Account Management, Project Management, Leadership Development.
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