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I am an experienced customer support/success/operations leader who excels in the fast paced startup environments. Over the last two decades I have rebuilt, or built from scratch highly efficient customer obsessed teams.Data driven, I have a wide range of experience in designing teams and processes to meet specific business goals. Including developing on-site teams, remote teams, to full outsourced BPO solutions.
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Vice President Of Customer ExperienceEmpower Aug 2023 - PresentMclean, Virginia, UsEmpower is a software company that is disrupting the rideshare industry, not by providing transportation, but by providing software that puts transportation decisions back into the hands of drivers and riders. -
Senior Director Of OperationsTouch Of Modern Nov 2021 - May 2023San Francisco, California, UsDevelop operations strategy to support business plans, including vendor management/performance frameworks, customer success tiers, processes, KPIs, tools, automation, staffingLeveraged BI teams to develop advanced inventory forecasting models based on network performanceDefine and implement continuous process improvement initiativesMinimize product delivery timelines while balancing/reducing cost to serveManage and develop transportation, item file, order management, inventory management, and customer success teams -
Director Of Customer SuccessTouch Of Modern Jul 2019 - Nov 2021San Francisco, California, UsDeveloped strong customer first strategies across the organization, introducing voice of the customer programsEvolved customer success team into structured tiered solutions leveraging AI and outsourcing partners to reduce cost to serve while enhancing the customer experiencePromoted a culture of data first thinking. Defining and managing against KPI’s that have material impact to the business and customer satisfactionIntroduced several new revenue projects that improved the customer experience while driving the bottom lineImplemented programs designed to reduce customer service adjustments cutting the monthly budget line in halfLed selection process and negotiations with core SaaS and BPO partners
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Director Of Customer OperationsRinse Aug 2016 - Apr 2019San Francisco, Ca, UsOverhauled customer support structure and improved the supporting processes and platform toolsImplemented multi level KPI reporting solution for key operational business metricsDeveloped dedicated escalations team, focusing on trust, safety, and fraud managementReplaced core CRM systems to better support core communication channels of SMS and improveteam performance analytics. -
Director Of User OperationsQuizlet, Inc. Oct 2015 - Jul 2016San Francisco, California, UsResponsible for delivering amazing customer support and servicesDrive and scale the user operations team inline with the growth of the businessDevelop meaningful and sustained feedback loops with users -
Trainer OperationsClasspass May 2015 - Sep 2015New York, Ny, UsLead in the development of Trainer based servicesMigrated customer base from fitmob to ClassPass services -
Head Of Operations (Acquired By Classpass)Fitmob Dec 2014 - May 2015Responsible for Customer Experience and Partner OperationsEvolved customer support into a concierge, hands on serviceDefined key operating metrics for Operations teams and set targets
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Director Customer OperationsEventbrite Oct 2012 - Dec 2014San Francisco, California, UsBuilt operations, analytics, and knowledge management teamsAutomated access to data based customer insightsMigrated support team onto Salesforce Service CloudDeveloped forecast to actual predictive models to improve team utilizationCreated multi tier support structure -
Director Field OperationsEventbrite Jan 2011 - Oct 2012San Francisco, California, UsRecruited and trained the onsite specialist and asset management teamsInvented high capacity access control solutionCreated custom hardware card reader product solution (www.britestore.com)Co-invented on-site capacity and resource management systems for eventsCreated onsite toolkit rental programs
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Director Program ManagementFront Gate Tickets Sep 2006 - Nov 2010Austin, Tx, UsBuilt festival on-site operations teams Program managed outsource software projectsModernized access control and box office infrastructureImplemented quality assurance practices and procedures -
It ManagerBass Adelaide Jan 2005 - Jul 2006Rebuilt the technical operational teamsUpdated telecommunications system for inbound call centerBuilt offsite backup and disaster recovery environmentsMigrated remote locations to a private ADSL network
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Head Of Information TechnologyStar Tickets, Inc. Sep 2003 - Aug 2004Grand Rapids, Mi, UsRevamped failing IS capabilities supporting over 200 locationsImplemented new payments software solutionImproved customer satisfaction and retentionBuild integration with Sea World ticketing/access control solution -
Technical Operation Specialist / Client Services ManagerTicketek Australia Dec 1999 - Sep 2003AuManaged the global client support teamsCreated European support team and officeExpanded global client base Onsite implementation planning and execution in over 8 countries -
Information Systems CoordinatorAdelaide Festival Centre Sep 1994 - Dec 1999Adelaide, South Australia, AuManaged a team of 12 customer services representativesAdministered online experience, ACD routing, and contact center reportingImplemented standardized KPI reportingWrote software scheduling toolset
Simon Bascombe Skills
Simon Bascombe Education Details
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University Of AdelaideGeneral -
Tafe Sa
Frequently Asked Questions about Simon Bascombe
What company does Simon Bascombe work for?
Simon Bascombe works for Empower
What is Simon Bascombe's role at the current company?
Simon Bascombe's current role is VP of Customer Experience at Empower.
What is Simon Bascombe's email address?
Simon Bascombe's email address is si****@****ern.com
What is Simon Bascombe's direct phone number?
Simon Bascombe's direct phone number is +151049*****
What schools did Simon Bascombe attend?
Simon Bascombe attended University Of Adelaide, Tafe Sa.
What skills is Simon Bascombe known for?
Simon Bascombe has skills like Management, E Commerce, Product Management, Start Ups, Team Leadership, Salesforce.com, Program Management, Project Management, Integration, Event Planning, Saas, Strategic Planning.
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