United States Military Academy at West Point

Customer Experience Executive, Strategist

San Francisco, California, United States

I lead the Global Services team which provides help to both creators and attendees. Help may come in the form of written content, a video, proactive outreach, reactive support interactions, or connecting ticket buyers with organizers to name a few assistance methods. My team works across Eventbrite to improve experiences to reduce need for help as well as continuously improve quality & seamlessness of help provided.

Eventbrite

Vice President Of Global Services

- Relocating to Nashville and serving as Site Lead of the company's second largest office, while establishing a product vision for customer service and building a technical/operational infrastructure to enable this vision.
-  Hiring, promoting, teaching, and supporting a 150-person team, establishing and leading all Shared Services teams to ensure optimal customer service, as well as outsourced associate partner contract, allocation management, and analytics.
-  Successfully leading efforts to transform Support functions across product, technology, and operations; shaping self-serve, channel, and assisted tooling strategies and capabilities.
-  Proactively developing a multi-year roadmap for all customer-facing functions, as well as partnering with Product and Engineering to buy or build full technology stack and individual components.
-  Balancing key objectives, including scaling the company's customer support processes and technology to enable efficient customer support processes and technology, meeting demands of rapid 16X growth in just 4 years.
-  Planning for and building new, improved capabilities that enable the company to continually raise the quality and efficiency of customer service delivery, while approaching work in time phases of Now, New, and Next.
-  Effectively managing P&L for a $200MM annual operating budget, as well as delivering functional and technical roadmaps, aligning agendas, plans, and actions across several cross-functional partners.

Lyft

Vice President - Customer Experience Shared Service Operations / Voice of Customer, Office Site Lead

- Successfully brought in new ideas/methodologies, including launching a new VOC program by setting vision, identifying key outcomes and opportunities to increase market share, while optimizing existing practices.
-  Created a customer experience measurement framework, monitoring health of customer experience, using insights and journey mapping to lead continual improvement efforts and reducing customers' need to seek help by 75%.
-  Contributed to ushering the company into its next phase of growth, while working collaboratively with executives and cross-functional partners, inspiring product and marketing strategy that embodied the diverse user base.
-  Effectively took the company's understanding of Customers and Marketplace to the next level, and continued to build and mature the team, removing roadblocks and empowering their abilities to lead/partner with business owners.
-  Managed a high-performing team and a complex budget, creating the bridge between users, customer needs, and overall strategy, while fostering a strategic insights organization, guiding the team to create and scale market research programs.

Director – Voice of Customer

- Leveraged Intuit's focus on talent mobility and used a human-centered approach to lead projects, drive programs, and lead teams across multiple departments, continually delivering for customers, shareholders, and employees.
-  Facilitated Accounts Receivables and Financial projects as a Process Excellence Business Partner, driving efficiency and standardization, while co-leading a SWAT team, improving cycle time by 25% and budget savings by 30%.
-  Effectively drove channel strategy execution to achieve revenue targets across direct/indirect channels as Channel Marketing Group Manager, as well as drove targeted routing, higher resolution, and increased Agent tenure.
-  Established a new VOC program by setting vision, identifying key outcomes, and creating a customer experience measurement framework, describing interactions from the customer's point-of-view.
-  Implemented the Telesales attach program, driving a 35% increase in YoY units and a 10% increase in average revenue per customer, while establishing retail pricing and promotional strategy, driving 30% growth YoY.
-  Proactively created processes to synthesize and interpret disparate VOC 'listening posts' across several channels from small business customers using one or more of 10+ SaaS or mobile products.
-  Established shared frontend and backend infrastructure, including UI layer, search, content management, taxonomy, and widgetized platform, to enable consistent and personalized customer self-help experiences.

Jaime Gilliam-Swartz