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 implemented reporting dashboards to enhance company-wide visibility into customer feedback and sentiment, facilitating data-driven decision-making.- Designed proactive customer communications across lifecycle stages, from prospects to users.- Implemented and managed the CSM for the CX team, streamlining customer interactions across multiple platforms through automation and AI.- Collaborated cross-functionally with product, engineering, and revenue teams, serving as the voice of customers and aligning strategic decisions with customer feedback.

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 - Planned and project managed the development of a self-service tool (via Kodif.io) to encourage ticket deflection for >50% of inbound requests, while keeping a personal, high-touch feel- Acted as the voice of the customer across the organization, participating in product, brand, marketing, and operational planning, seeing projects from ideation to launch and identifying areas of potential friction for our customer- Expanded CX operations to support Los Angeles launch, creating high-touch customer journeys for new customers, focused on repeat rate and retention- Supported the day to day operations of our call center, optimizing the workflow, and setting lofty goals for reply time, while focusing on employee retention- Managed the CX budget, partnering closely with the finance team to ensure tools and people costs were in line with company resources

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 member focus groups, quarterly research calls, and regular surveys to provide valuable insights and inform company direction- Worked closely with our product development team to release new products based on member feedback- Put a referral program in place to capitalize on word-of-mouth and create brand advocates- Created a foundational knowledge base for the Real Hotline, alongside nutritionists and dietitians, to help make nutritional information easy to communicate and digest (no pun intended)- Partnered closely with brand and creative to implement the Raised Real personality across all channels

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 optimization for inbound requests, escalating key clients and pressing needs- Created macros based on FAQs and Juicero voice

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 ensure cost-per-contact is in line with company budgets- Partnered with the tech and data science teams to identify customer-facing opportunities to reduce outreach, grounded in data, without sacrificing the customer experience- Participated in early-stage product planning, acting as the voice of the customer to identify and reduce areas of potential friction- Facilitated communication around process, policy, and messaging changes across our in-office and remote teams

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 Specialists, utilizing the relationships with the growing number of brands- Updated policies and retrained team on Birchbox Voice based on shifting business needs- Defined business rules and SLAs for inbound requests- Created a hiring plan based on outreach forecast and company budget - Launched a remote Part Time program focused on cost savings and expand to a team of 10- Worked closely with the Logistics and Operations teams to identify and improve sub-optimal service for customers, being proactive rather than reactive

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