Tim Thornton Email & Phone Number

Chicago, Illinois, United States

I have the pleasure to work with a great team within Strategy, Operations, and Program Management. Programs in my direct team's remit include merchant self service strategy (ChatBot), Voice of the Merchant, people focussed culture programs, portions of Customer Success segmentation strategy, Cross Team Collaboration projects, and representing Global Merchant Services on other large Product initiatives.

Chicago

January 2015 through May 2012 I focussed on the Venmo and Braintree brands within PayPal as shown below. June 2021 through September 2022 led the amazing Global Professional Services Strategy and Enablement/Training Teams. The GPS Strategy Team focussed on supporting world class merchant experiences through Sales Solutions Engineers, Integration Engineers, Engagement Managers, and Merchant Technical Support. The team had very close interaction with the Product and Engineering teams as well as structured project planning and implementation. The Enablement Team includes Training and Solution Experience Design teammates who work tirelessly to support our internal teams through the sales and servicing motions.

Greater Chicago Area

PrintWithMe is printing made simple. PrintWithMe is the first network of wireless printer kiosks in the United States, with printers in convenient locations like multifamily apartments, coffee shops, co-working spaces and more. Operating in 3,000 locations in 50 states, PrintWithMe makes it simple for anyone to print securely and reliably from any digital device, in just a few clicks. Predictive analytics also makes the printer amenity simple for businesses, as all paper and toner management is automated.SipWithMe is elevating the resident coffee amenity experience at communities all across the U.S. We partner with a local craft roaster in every market to ensure our sleek, modern devices dispense roast-to-order, barista-quality beverages every single time.

Chicago

Leading and helping to grow an amazing Support team at Venmo! My role was to lead the Customer Service organization which included Purchase Support, Customer Support, Risk Support, Disputes team, Workforce, Training, Project Management, and Compliance Support. Venmo allows you to - Send money confidently: Pay anyone with a Venmo account instantly using the money you have in Venmo, or link your bank account or debit card quickly.Connect with people: Remember the moments you share with friends. Split dinner, send a birthday gift, or just say hello.Make purchases: Use your Venmo account as a way to pay in mobile apps and with the Venmo Card.Quickly transfer money to your bank: Move money from Venmo to your bank account in as little as one business day.

Chicago

Leading a great team of Braintree Merchant Support, Technical Support, Docs, and Training teammates! Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We are known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience.

Chicago

Leading and growing an awesome group of professional teammates in our high volume contact center located in Chicago. As an extension of our Brand, our team tackles phone calls, live chat, social media, advanced support, and system generated tickets. We find ways to surprise and delight while resolving issues quickly and efficiently.

Greater Chicago Area

Provide People and Operational Leadership of fantastic teammates in our high volume contact centers - Chicago and Salt Lake City. Our team tackles phone calls, live chat, social media, advanced support, and system generated tickets. In a very fun way we believe in setting the bar high and raising it throughout the day.

As a founder at Virgin America, responsibilities included oversight of airport operations, policies and procedures, and post flight guest relations call center. Responsible for the start-up and oversight of all Virgin America airport operations in the United States providing leadership in all aspects of station operations. Participated as the key person representing Guest Services through the FAA ATOS certification process. Responsible for manual writing and station preparation for proving flights and the launch of Virgin America. Properties and facilities management of station openings including developing financial analysis, negotiating facility use and lease agreements, as well as planning and managing construction. Participated in all aspects of the guest experience, onboard services, policies and procedures, kiosks, and creation of the airport environment.

Provided leadership to a team of 1100 energized and dedicated people at the Frontier Airline’s Denver Hub. Established and implemented goals which developed an operational focus on safety, customer service, baggage, and on time performance. Successfully managed a $64 million dollar annual budget balancing the assurance that the proper tools and people were available for the job while also controlling expenses.

Responsible for the strategic development and implementation of processes for customer service, ground operations, airport automation, cargo, aircraft appearance, and central baggage service. Worked very closely with the team to manage policies and procedures in addition to implementing new and better ways of doing business. Developed financial analysis and recommendations related to airport operations.

Provided leadership that helped to foster culture change and establish a customer focused attitude within the team. Responsibilities included direct oversight of the customer service functions at the America West Airlines’ Phoenix Hub. Leadership of 240 daily departures and 700 employees.

Responsibilities included managing the Process Planning department developing and maintaining customer handling and ramp operations policies and procedures. Future planning included participating in the development of innovative customer handling solutions such as the implementation of the QIK check reservations system graphical user interface.

St. Louis, Moline, San Francisco, Denver

Responsibilities included managing all aspects of daily airport operations and personnel. Developing and maintaining budget plans, station goals, and providing strong leadership.