Heather Ford
PayPal
Chandler,AZ
20
years of professional experience
Results-driven Senior Manager with over 20 years of experience in strategic planning and operational leadership. Led transformative process improvements and optimized roadmaps to align organizational strategies with long-term goals. Implemented targeted initiatives that enhanced team performance and operational effectiveness, driving sustainable success.
Work History
Sr. Manager / Head of Customer Success
11 Years 1 Month- Led North America enterprise customer success team of 9–12 CSMs, aligning performance with organizational goals to enhance customer satisfaction.
- Oversee a Book of Business comprising 271 enterprise merchants and bill pay partners, managing $116.5 billion in total payment volume and contributing $1 billion in gross revenue.
- Directed organizational activities leveraging expertise in business operations, market trends, and competitive intelligence to influence strategic decisions.
- Direct organizational activities by leveraging deep expertise in business operations, market trends, and competitive intelligence to drive strategic outcomes.
Senior Supervisor
9 Years 1 Month- Managed complex complaints on behalf of PayPal executives, legal, PR, social media, and regulatory bodies, including BBB, CFPB, and Attorneys General (AGs).
- Developed foundational framework for customer complaint program, enhancing complaint handling and resolution processes.
- Managed complex complaints on behalf of PayPal executives, legal, PR, social media, and regulatory bodies, including BBB, CFPB, and Attorneys General (AGs).
- Cultivated relationships with clients, regulators, and legal entities to establish trust and ensure effective resolution of disputes.
- Monitored employee performance metrics to identify strengths and implement tailored coaching and development plans.
- Led cross-functional teams to enhance operational efficiency and optimize service delivery.
- Developed and implemented training programs for staff to improve performance and compliance standards.
Education
High School Diploma
Skills
Customer Success Strategy
Customer Relationship Management (CRM)
Customer Retention Strategies
Customer Experience Strategy
Customer Success Metrics
Sales Strategy Development
Customer Insights Reporting
Strategic planning
AI workflow optimization
Performance coaching
Cross-functional collaboration
Affiliations
Treasurer, Sun Groves HOA Board of Directors
Timeline
Sr. Manager / Head of Customer Success
PayPal
06.2015 - CurrentRead More
Senior Supervisor
PayPal
05.2006 - 06.2015Read More
Marian High School
High School Diploma
Read More