Senior Operations Manager | Customer Experience, Service Delivery & Team Leadership
I am an operations and customer experience leader with 23 years of experience supporting global organizations across SaaS, E-commerce, Financial Services, Insurance, Telecommunications, Subscription Businesses, and Outsourcing environments.
Over the course of my career, I have led teams ranging from frontline customer support professionals to large-scale operations supporting up to 480 employees across multiple international markets. My experience spans customer support management, service delivery, workforce management, quality assurance, process improvement, customer retention, and operational leadership.
I am particularly known for stabilizing underperforming operations, improving customer experience outcomes, reducing attrition, and building high-performing teams that consistently achieve business objectives.
Selected Leadership Achievements:
• Led operations supporting up to 480 employees across customer service and business process outsourcing environments
• Managed a 120-headcount customer operations organization supporting one of the world's largest e-commerce companies
• Reduced employee attrition from 24% to below 4% within three months through leadership development, coaching, accountability programs, and employee engagement initiatives
• Increased customer satisfaction scores from 65% to above 85% within six weeks through a structured Customer Experience Alignment Program focused on communication, empathy, cultural awareness, and performance coaching
• Consistently improved service delivery performance through operational improvements, workflow optimization, and leadership development
• Built, scaled, and stabilized remote and distributed teams supporting customers across North America, Europe, and Australia
• Managed customer operations across phone, email, chat, and social media channels
• Supported multilingual teams and international markets across English-speaking and European regions
Core Areas of Expertise:
• Operations Management
• Customer Support Management
• Customer Experience (CX)
• Service Delivery Management
• Workforce Management
• Performance Management
• Quality Assurance
• Process Improvement
• Customer Success
• Escalation Management
• Team Leadership & Coaching
• SOP Development & Documentation
• Operational Excellence
• Change Management
• Cross-Functional Collaboration
What separates me from many operations leaders is my willingness to remain actively involved in execution. While I have spent much of my career leading teams, developing leaders, and managing operations, I am equally comfortable stepping directly into the work when the situation requires it. I believe strong leadership comes from understanding both strategy and execution.
I am interested in long-term remote opportunities where I can contribute as a Senior Operations Manager, Customer Support Manager, Service Delivery Manager, Head of Customer Experience, Operations Lead, or senior operational partner. My focus is helping organizations improve performance, strengthen customer experience, develop teams, and achieve sustainable operational results.
