VP of Customer Operations Resume Example

VP of Customer Operations · Catalyst Innovations

Austin, TX · 2020 - Present

• Scaled customer operations during 300% ARR growth, integrating 3 acquisitions and expanding the global team from 45 to 180 within 3 years, maintaining a 92% CSAT score.
• Implemented a new digital self-service portal, reducing inbound support ticket volume by 35% and cutting average resolution time by 20% within the first year.
• Developed and executed a comprehensive customer retention strategy that decreased enterprise churn rate by 18% and increased net revenue retention (NRR) by 15% year-over-year.
• Led the selection and deployment of a unified CX platform (Gainsight and Salesforce Service Cloud), resulting in a 25% improvement in operational efficiency and 10% reduction in tech stack costs.
• Championed a data-driven approach to customer health scoring, improving proactive engagement effectiveness by 40% and identifying at-risk accounts 3X faster.

Senior Director of Customer Success & Operations · Synapse Financial

Dallas, TX · 2015 - 2020

• Oversaw all customer-facing operations for a rapidly expanding Fintech platform, managing a budget of $12M and a team of 60+ across support, success, and onboarding.
• Redesigned the customer onboarding process, accelerating time-to-value for new clients by 25% and increasing initial product adoption by 15% for key features.
• Implemented a tiered customer segmentation model, leading to a 20% increase in upsell opportunities from SMB to Enterprise clients through targeted engagement strategies.
• Developed and maintained key performance indicators (KPIs) and service level agreements (SLAs), achieving 98% compliance for critical service metrics.
• Reduced operational costs by 10% through process automation and optimizing vendor relationships for outsourced support functions.

Director of Customer Service & Support · ConnectSphere Global

San Jose, CA · 2011 - 2015

• Managed a 24/7 global customer service and technical support department for a B2B cloud communication platform, supporting over 5,000 enterprise clients.
• Improved customer satisfaction (CSAT) scores from 85% to 92% by implementing a new agent training program and quality assurance framework.
• Launched an internal knowledge base and external FAQ portal, decreasing repeat contact rates by 15% and empowering customers with self-service options.
• Developed and refined escalation procedures, reducing critical incident resolution times by 30% and minimizing service disruptions.
• Hired and mentored a team of 30+ support professionals, fostering a culture of continuous improvement and customer advocacy.

Operations Manager · Fusion Innovations

San Jose, CA · 2006 - 2009

• Streamlined internal operations for a burgeoning software startup, developing and documenting standard operating procedures (SOPs) for key business processes.
• Managed vendor relationships and procurement, resulting in a 5% cost reduction on essential services and supplies.
• Played a key role in the initial setup and configuration of the company's first CRM system (early Salesforce), improving data integrity by 20%.
• Coordinated cross-functional projects between product development and sales, enhancing communication and reducing project delays by 10%.
• Analyzed operational data to identify bottlenecks and implement efficiency improvements, leading to a 10% increase in team productivity.

Master of Business Administration (MBA), High Honors · University of Texas at Austin, McCombs School of Business

Austin, TX · 2009 - 2011

• Concentration in Technology Commercialization and Operations Management
• Recipient of the Dean's Award for Academic Excellence
• GPA: 3.9/4.0

Bachelor of Science in Business Administration, Magna Cum Laude · University of California, Berkeley

Berkeley, CA · 2002 - 2006

• Major in Operations and Supply Chain Management
• Awarded University Honors for academic achievement
• GPA: 3.8/4.0

VP of Customer Operations · SynergyTech Global

San Francisco, CA · 2021 - Present

• Orchestrated the scaling of global customer support and success teams from 75 to 200+ employees across three continents, supporting 20,000+ enterprise clients.
• Increased customer satisfaction (CSAT) by 18% and Net Promoter Score (NPS) by 12 points through strategic process improvements and personalized service initiatives.
• Reduced annual churn by 5% and improved customer lifetime value by 10% by integrating proactive customer success motions with product usage data.
• Implemented a new ticketing and CRM system (Salesforce Service Cloud) that streamlined case resolution by 25% and improved agent efficiency by 20%.
• Managed an annual departmental budget of $15M, consistently delivering projects on time and under budget while achieving key performance indicators.

Senior Director, Global Customer Operations · Horizon Software Inc.

San Francisco, CA · 2017 - 2021

• Developed and launched a new tiered support model, resulting in a 30% reduction in response times for premium customers and 15% lower operational costs.
• Grew the customer operations team from 20 to 70 professionals, establishing comprehensive training programs and performance metrics.
• Achieved a 90% adherence to Service Level Agreements (SLAs) for critical issues, a 20% improvement from previous year, enhancing customer trust.
• Led the successful integration of a newly acquired company's customer base and support systems with less than 1% disruption to service levels.
• Pioneered customer journey mapping initiatives across key touchpoints, identifying and resolving 10+ major pain points that impacted customer experience.

Head of Strategic Programs & Operational Excellence · Veridian Innovations

Seattle, WA · 2012 - 2017

• Directed a portfolio of 15+ strategic initiatives focused on improving operational efficiency and reducing time-to-market for new products.
• Implemented Lean Six Sigma methodologies across core business processes, yielding over $8M in annual savings and a 20% improvement in process cycle times.
• Managed a cross-functional team of 10 project managers and business analysts, delivering 95% of projects on scope and schedule.
• Developed and deployed a company-wide project management framework, increasing project success rates by 25% across 4 business units.
• Analyzed operational data to identify bottlenecks and inefficiencies, leading to a 10% reduction in resource allocation for non-value-added activities.

Senior Consultant, Operations Strategy · Catalyst Consulting Group

Chicago, IL · 2006 - 2012

• Advised Fortune 500 clients on optimizing complex supply chains and operational workflows, resulting in average cost reductions of 10-15%.
• Led process re-engineering projects for clients in manufacturing and technology sectors, improving throughput by up to 20% and reducing waste.
• Developed financial models and conducted quantitative analyses to support strategic decision-making for executive leadership.
• Managed project teams of 3-5 junior consultants, overseeing project deliverables and client relationships.
• Presented findings and recommendations to C-suite executives, securing buy-in for multi-million dollar operational transformation initiatives.

Master of Business Administration (MBA) · University of California, Berkeley - Haas School of Business

Berkeley, CA · 2010 - 2012

• Concentration in Strategy and Technology Management
• Awarded Dean's Fellowship for academic achievement
• Completed capstone project on SaaS customer success model optimization

Bachelor of Science in Industrial Engineering · Georgia Institute of Technology

Atlanta, GA · 2002 - 2006

• Graduated Magna Cum Laude, GPA: 3.8/4.0
• Recipient of President's Scholarship
• Led senior design project to optimize manufacturing logistics for a regional distributor, reducing costs by 15%