Emily Van Meter Email & Phone Number

San Francisco, CA, US

Vacaville, California, US

San Francisco, California, US

- Successfully led the launch of a groundbreaking AI smart crib, driving a customer-centric approach to enhance user experience and satisfaction.- Established and managed a high-performing Customer Experience (CX) team of 10 members from inception, developing clear systems, processes, and performance goals such as CSAT, NPS, and FRT.- Designed and.

Oakland, California, US

- Completely reimagined the Community Care team and rebranded to the Customer Experience team, taking them from a reactive call center to a proactive, customer-centric organization- Onboarded and developed an experience management tool, Qualtrics, to superpower customer insights across the entire customer journey, introducing NPS as a key company metric.

San Francisco, CA, US

- Created the Real Hotline, an exclusive SMS hotline for members to access 1:1 concierge support through their feeding journey- Staffed and trained a support team of parents from the ground up, rooted in empathy and deep connections with our members- Developed retention-focused SMS lifecycle journeys to keep members engaged while decreasing churn- Lead.

San Francisco, CA, US

- Configured and implemented Zendesk instance following organizational best practices - Developed customer service team goals such as average reply time, service level agreement, and customer satisfaction- Designed reporting dashboards for company visibility, ensuring cross-functional context to fuel action based on customer response- Created a workflow.

New York, New York, US

- Developed and managed a team of 75, both in-office and remote, maintaining a CSAT score of 95%- Expanded the remote Part Time team from 10 to 41 while keeping quality and ROI high- Led overseas outsourcing program from research, negotiation, launch, training, and maintenance with TaskUs management and associates- Worked closely with our finance team to.

New York, New York, US

- Developed an organizational and management structure to support a team expanding from 13 to 25- Rebranded from Operations Associates to Discovery Specialists externally, partnering with social and design to encourage customer engagement and promote Specialist product knowledge- Developed Birchbox University, a product training program for Discovery.

New York, New York, US

- Managed and expanded the Operations team from 4 to 13 associates- Created policy and procedure rooted in customer experience- Developed training resources to support our quickly changing product as we tested and learned- Developed communication lines between departments to ensure the customer experience was visible across the organization