Customer Experience & Operations Professional
September 2026
This accomplished customer operations professional brings more than 20 years of experience improving service delivery, team performance, and the customer experience within high-volume technical support environments. Throughout a progressive career, this candidate advanced from frontline technical support into senior management, ultimately overseeing organizations of 75–105 employees through multiple supervisors while consistently identifying opportunities to improve performance and strengthen service.
Known for a continuous improvement mindset, this professional looks beyond day-to-day performance to understand why problems occur and how processes can work better. That approach contributed to a 33% reduction in annualized customer contact rates over two years and helped a major service center achieve the highest customer satisfaction ranking among three U.S. locations. Experience also includes rebuilding support models, improving accountability, developing supervisors, and using performance data to turn recurring customer challenges into actionable improvements.
After a long and successful career within one organization, this candidate is now open to bringing that experience into a new environment and potentially a new industry. More important than a specific title or function is the opportunity to contribute ideas, solve problems, develop people, and make a measurable impact within an organization that values progress and continuous improvement.
Highlights of Experience
Customer Experience & Service Delivery: More than 20 years of experience supporting high-volume customer service and technical support environments with a focus on service quality, responsiveness, and customer satisfaction.
Process Improvement: Reduced annualized customer contact rates by 33% by identifying recurring contact drivers, addressing underlying process issues, and improving how customer needs were resolved.
Team & Supervisor Development: Managed organizations of 75–105 employees through 5–6 supervisors, with extensive experience coaching managers, developing employees, managing performance, and strengthening accountability.
Performance & KPI Management: Used customer, service, and performance metrics to identify trends, measure results, address performance gaps, and guide continuous improvement initiatives.
Customer Satisfaction: Contributed to a service center achieving the #1 customer satisfaction ranking among three U.S. centers while balancing customer experience with productivity and performance expectations.
Service Model Improvement: Restructured a technical support function following an offshore transition, improving consistency, ownership, and accountability while creating a stronger model for service delivery.
Cross-Functional Problem Solving: Partnered across teams and leveraged customer systems, reporting, Salesforce, ticketing platforms, and operational data to identify and resolve customer-impacting issues.
Ideal Opportunity
Organizations seeking an experienced customer experience or service professional who can improve performance and strengthen customer outcomes
Companies looking to improve processes, service delivery, accountability, or team effectiveness
Customer experience, service management, business operations, or technical support environments
Organizations open to transferring proven customer service leadership into a new industry or business function
Teams that value ideas, problem solving, continuous improvement, and measurable results
In-person or hybrid opportunities throughout Western New York with meaningful responsibility and room for continued growth
Ideal Roles
This candidate is well-aligned with roles such as Director of Customer Experience, Customer Operations Manager, Service Delivery Manager, Contact Center Director, Customer Support Director, Process Improvement Manager, or other management positions centered on service performance and organizational improvement. While bringing particularly deep experience in customer service and technical support, this professional offers transferable strengths in people management, process improvement, performance analysis, and problem solving that can add value well beyond a traditional contact center environment.
This Customer Experience & Operations Professional represents the type of experienced talent organizations rely on to improve customer outcomes, strengthen teams, and turn performance challenges into measurable improvements.
Contact us today to start a confidential conversation and connect with this Customer Experience & Operations Professional!