Henry Coleman
Global Customer Experience Leader | Operations | Technical Support | Payments | Strategy | E-commerce
Summary
Accomplished Senior Operations & Support Manager with an MBA & 15+ years of experience in financial technology, project management, professional services, customer/technical support, & operations A Certified Scrum Master (CSM), specializing in team leadership, vendor management, and managing partner integrations exceeding $50M+ in annual processing volume. A versatile change agent recognized for exemplary leadership qualities and a demonstrated ability to drive exceptional results, including spearheading vendor onboarding resulting in $148M in revenue in FY19. Offering exceptionally strong skills in optimizing customer support, fostering cross-functional collaboration, & ensuring superior customer experiences. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
2
2
Certifications
Work History
Partner Operations Senior Manager
- Accomplished Senior Operations & Support Manager with an MBA & 15+ years of experience in financial technology, project management, professional services, customer and technical support, & operations A Certified Scrum Master (CSM), specializing in team leadership and vendor management, and managing partner integrations exceeding $50M+ in annual processing volume
- A versatile change agent recognized for exemplary leadership qualities and a demonstrated ability to drive exceptional results, including spearheading vendor onboarding resulting in $148M in revenue in FY19
- Offering exceptionally strong skills in optimizing customer support, fostering cross-functional collaboration, & ensuring superior customer experiences.
Global Enterprise Operations & Technical Support Manager
Meta (Facebook)
06.2021 - 07.2023
- Led B2B Enterprise Support team and team leads, overseeing a 30+ person global diverse & multicultural team encompassing Technical Support Analysts, Support and Technical Account Managers, and Enterprise Operation Program Managers supporting Meta's Workplace
- Headed and optimized B2B SaaS Tiered (L1, L2, and L3) Technical Support for Meta's Workplace product suite, serving more than 10M+ users worldwide while spearheading a team of 125+ global vendor agents to deliver unparalleled legendary support excellence experiences
- Managed relationships with three global outsourcing vendors, overseeing a budget of over $6.5M
- Provided strategic direction planning and oversight management of top-performing Program Managers to improve voice of the customer initiatives, customer deflection improvements, and overall improvement of the customer experience journey
- Utilized and interpreted data analytics to make data-driven decisions to drive customer engagement, retention, and value
- Presented departmental strategy plans, key insights, business progress updates, and monthly and quarterly business reviews to internal stakeholders and senior support leaders
- Partnered and collaborated with key internal partners (product, sales, customer success, engineering leadership, L4 and L5 engineers, and vendor management teams) to influence product roadmaps to optimize business processes and workstreams/frameworks to improve customer experiences while consistently exceeding SLAs, KPIs, CSAT, NPS scores, and other operational metrics
- Ultimate, shared goals were to retain, nurture, and grow/delight existing and future customers
- Served as the single point of contact for all internal and external escalations, pivotal in generating over $150M in revenue from the book of business, with a substantial portion attributed to paid premium support
- Received a 90% Employee Pulse score in 2022 by nurturing top talent within personal and professional goals and development conversations
- Allowing the team to be empowered and run autonomously
- I used my servant-based leadership and adaptive leadership principles to foster a customer-centric culture to exceed customer's needs and expectations.
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for our T1-T2 Agents.
Large Enterprise Engagement Manager
PayPal
01.2019 - 01.2020
- Served as the primary contact for extensive $7-figure merchant integrations and onboarding, guiding customer workflow requirements and coordinating changes for presales proposals to ensure seamless integration and onboarding processes
- Engaged with C-level executives to ensure launches were delivered on time and met or exceeded their expectations
- Worked closely with multiple Strategic Growth Managers and Sales contacts to deliver top-notch experiences and led the end-to-end integration processes, ensuring successful outcomes for both PayPal and clients
- Managed Sandbox testing and guided technical certification requirements and user experience criteria
- Conveyed client needs to Product and Integration Consultants, fostering best-in-class implementations and product enhancements while offering regular project updates to stakeholders through tools like Salesforce
- Provide initial post-live support to clients.
- Met with clients to understand needs and develop proactive solutions.
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
Engagement Manager
PayPal
01.2018 - 01.2019
- Prioritized and aligned resources for product offerings, crafting custom solutions for strategic merchant and partner initiatives, combining sets of APIs and SDKs to support in-store, mobile applications, and online payment experiences
- Orchestrated teams handling merchant and partner assignments, which encompassed managing complex enterprise integrations and responding to new product projects by collaborating with product teams and PMOs.
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Met with clients to understand needs and develop proactive solutions.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Enterprise Vendor & Procurement Manager
PayPal
01.2017 - 01.2018
- Sourced, negotiated, onboarded & replaced survey vendor, integrating new survey platform with Salesforce for customer surveys in the PayPal Global Merchant Technical Support team, resulting in over $148M in revenue in FY19
- Established and implemented standards, SOPs, and processes for vendor service delivery, attended cross-functional meetings, aligned with various teams, and conducted risk assessments on contracts
- Oversaw sourcing, SOW creation/reviews, master services agreements and contract negotiations, onboarding, & relationship-building with System Integrators for Enterprise Plugins team, for successful plugin launches on platforms like Salesforce Commerce Cloud, Oracle, IBM WebSphere, & NetSuite
- Fostered client satisfaction, implemented best practices, measured vendor performance, identified suppliers, negotiated contracts, and managed vendor relations to improve deliverable quality and services
- Completed quarterly business reviews with outsourced vendor and managed vendor performance.
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Developer Application Review Manager
PayPal
01.2014 - 01.2017
- Headed an international muti-cultural team of Technical Risk Analysts, fostering partnerships, conducting meticulous evaluations of global crowdfunding applications, and ensuring strict adherence to industry guidelines and policies
- Drove cross-functional collaboration by actively engaging with risk, legal, brand risk, compliance, & internal teams to spearhead policy changes and effectively address evolving compliance business models from diverse businesses and startups
- Presented to senior leadership wins and challenges and the impact to overall health of the business
- Used customer data analytics to drive process improvements to drive and exceed operational performance goals.
- Designed, developed, and implemented software applications for website based on analyzed requirements and understanding of industry technical standards.
- Tested programs and databases to identify issues and make necessary modifications.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Managed and motivated employees to be productive and engaged in work.
Senior Team Leader, Merchant Risk Operations
PayPal
01.2012 - 01.2014
- Mentored a team of 20+ Credit Risk Analysts, optimizing performance and evaluating credit needs and risk factors for merchant payments, providing recommendations for risk management and credit approvals
- Finalized merchant account risk reviews, managed credit requests, and promoted customer goodwill through professional credit management to minimize risks for businesses operating in both local and online environments
- Identified risk policy issues & conducted root cause analyses in commercial & consumer merchant credit reviews
- Administered KPI reports, collaborated with 40+ outsourced partners and vendors, and utilized Zoot, LexisNexis, Dun and Bradstreet, Experian, and Equifax to enhance risk rules, policies, and analyze merchant performance metrics
- Leveraged insights from portfolio & merchant trends to inform new policy creation, prioritize risk rule enhancements, & produce/review 100k annual merchant accounts, actively monitoring processing volume exceeding $2.6B+.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Adhered to banking standards and government lending guidelines for loan services.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Encouraged stakeholders to approach assessments analytically and offer unique insights to bring new understanding to risk management programs.
- Recommended approval or disapproval of commercial, real estate or credit loans.
Lead Team Leader, Customer Solutions
PayPal
01.2008 - 01.2012
- Led a high-performing 15-agent team to surpass customer service targets through data-driven insights and innovative call control techniques, to exceed customer needs
- Led 50+ team supervisors to establish & grow a cutting-edge operations center in AZ
- Formulated a compelling mission, fostering business expansion through tailored training & career development plans, quality assurance calibration sessions, & mentoring for improved Net Promoter Scores, customer service standards, & delivered disciplined improvements.
- Built strong relationships with customers through positive attitude and attentive response.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Operations Project Manager
United States Navy
01.2006 - 01.2008
- Managed a 34-member team responsible for maintaining aviation weapon support components valued in excess of $10M, driving efficiency & performance improvements while ensuring adherence to project timelines & objectives
- Provided comprehensive oversight for project development, from concept to completion, including staff training in production, inventory control, safety, & maintenance procedures, emphasizing precision & meeting deadlines.
- Developed and initiated projects, managed costs, and monitored performance.
- Maintained operations for aviation ordnance shops, armories and storage facilities.
Recruiter Manager
US Navy
03.2002 - 03.2006
- Set and conveyed recruitment goals to downstream staff.
- Built and strengthened successful relationships with external recruiters and agencies.
- Achieved staffing objectives through strategic and tactical planning, program management expertise and knowledge of effective recruitment, interviewing and training procedures.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Managed recruitment team and trained and mentored new advisors.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Operated and maintained applicant tracking and candidate management systems.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Participated in community events representing U.S. military and recruited interested parties.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Education
Master of Business Administration -
Bachelor of Science, Management in Human Resources - undefined
Skills
Program ManagementVendor SourcingData AnalyticsTeam Leadership and CoachingProject ManagementStrategic OperationsChange ManagementVendor ManagementCross-Functional CollaborationContract NegotiationCustomer EscalationRisk ManagementCustomer VoiceStrategic PlanningCall Center OperationsTechnical Support ManagementTeam EngagementData AnalyticsCustomer-Centric EmpowermentEmployee Engagement
Customer Relationship Building
Talent Recruitment
Contract Review and Negotiation
Partnership Development
Data Analysis
Root Cause Analysis
Technical Project Planning
Client Retention
Performance Evaluations
Process Oversight
Customer De-Escalation
Workflow Optimization
Quality Assurance
Performance Improvement
Client Relationship Management
KPI Tracking
Employee Development
Cost Control
Business Development
Human Resources Management
Certification
Project Management Professional, Edwel Programs PMP Training Course
Professional Highlights
- Merchant Review Excellence: Executed $100k annual merchant reviews & monitored $2.6B+ processing volume.
- Strategic Partner Management: Spearheaded management of partner integrations for merchants, overseeing annual processing volume of more than $50M+ while generating a substantial revenue exceeding $98M+ in 2020.
- Leadership Impact in Global B2B SaaS: Led a global B2B SaaS Enterprise Support team that provided support to a user base exceeding 10 million, ultimately contributing to the generation of a remarkable $150M+ in revenue.
- Outstanding Leadership Acknowledgment: Achieved recognition in 2022 for exemplary leadership qualities, underscored by an impressive 90% pulse score from direct reports, affirming the effectiveness of leadership style.
- Loss Mitigation Achievement: Reduced losses from 30 basis points to remarkable $75M in revenue preservation.
- Strategic Leadership at Meta: Utilized 2 years of dynamic experience overseeing Support Account Managers, Program Managers, and Tier 3 support teams, consistently achieving exceptional results and organizational goals.
- Operational Savings: Reduced operational expenses by $2M equating to a 30% decrease in overall operating costs.
Timeline
Global Enterprise Operations & Technical Support Manager - Meta (Facebook)
06.2021 - 07.2023
Large Enterprise Engagement Manager - PayPal
01.2019 - 01.2020
Engagement Manager - PayPal
01.2018 - 01.2019
Enterprise Vendor & Procurement Manager - PayPal
01.2017 - 01.2018
Developer Application Review Manager - PayPal
01.2014 - 01.2017
Senior Team Leader, Merchant Risk Operations - PayPal
01.2012 - 01.2014
Lead Team Leader, Customer Solutions - PayPal
01.2008 - 01.2012
Operations Project Manager - United States Navy
01.2006 - 01.2008
Recruiter Manager - US Navy
03.2002 - 03.2006
Partner Operations Senior Manager -
Bellevue University - Master of Business Administration,
Bellevue University - Bachelor of Science, Management in Human Resources,