Mark McKercher

Mark McKercher is a seasoned leader with over 20 years of experience driving customer care operations for some of the world's largest tech companies. With a Bachelor's Degree in Communications from James Madison University, Mark has honed his ability to communicate effectively with individuals at all levels. He has experience managing in-house support teams as well as outsourced teams offshore. Mark's specialty lies in improving customer satisfaction by creating a culture of accountability and setting achievable KPI goals.

Mark has held various leadership positions throughout his career, including Director of Customer Service, Platform at Roku Inc, Head of Customer Success at CIMcloud by Website Pipeline, Vice President, Global Support at Qlik, Director, Contact Center Operations at Samsung Electronics America, and Sr. Manager, Customer Support at Google. He has also worked at Amazon.com as Program Manager, Worldwide Capacity Planning, Northrop Grumman Corporation as Procurement Analyst & Process Improvement Lead, PayPal as Manager, Consumer Support, and InPhonic as Sr. Manager, Global Outsourcing.

Mark has demonstrated his expertise in leadership coupled with organizational transformation, P&L management, customer experience, contact center operations, workforce management & capacity planning, vendor management, program management, process design enhancement, and CS tool design, integration & implementation. With superior interpersonal skills, Mark has a proven track record of enhancing team cohesion and ensuring positive results in operations & analysis.