Jamie Young
Fort Lauderdale,FL
Summary
Customer-focused executive and service evangelist with expertise building innovative, world-class operations that promote brand loyalty and foster repurchase. A passionate technologist and energetic people leader with the proven ability to influence, build trust, and deliver exceptional results within rapid growth environments. Strong background in entrepreneurship and data analytics; experienced optimizing progressive customer voice programs (VOC) to inspire meaningful business change. Outstanding record of delivering exceptional cost to serve, including successful transition from a conventional cost center to a profitable service operation while delivering industry leading experience scores (NPS).
Overview
9
9
years of professional experience
Work History
VP, Customer Care
SimpleTire
Fort Lauderdale, FL
05.2023 - Current
- Grew "Assisted Sales" revenue from $12M to $20M annually in first 15 months w/ company.
- Improved CSAT scores 6 percentage points YoY in less than 12 months, setting new all-time records for the company.
- Reduced AVG cost to serve 12% while growing revenues and improving customer experience.
- Improved employee engagement scores +7 pts YoY in a year where the broader company's scores were unfavorable to prior year.
- Led RFP and implemented new CCaaS (Contact Center as a Solution) platform to significantly improve operational capabilities to deliver 3-year vision.
- Established a SaaS customer support team for users of an innovative data service platform
VP, Global Owner Experience
Weber Inc.
Fort Lauderdale, FL
01.2021 - 09.2022
- Led rapid service transformation efforts upon joining business to stabilize consumer care teams globally who were severely over-run by pandemic-driven contact volumes. Successfully stabilized largest countries world-wide within 90 days by rapidly introducing tech solutions to enable stronger self-service and onboarding a supplemental outsource partner. These efforts would not only stabilize the operations, but led to consistent record CSAT (+92) scores the following peak season and reduction in service contacts YoY of ~35%.
- Successfully transitioned customer contacts from traditional voice channels to a digital-first approach, driving 26% improvement in cost per contact while introducing a 'sales as a service' culture that improved revenue per contact by +30% in year two.
- Developed a field service strategy to enable the business to deliver superior in-home experiences (repair, assembly, set-up) in place of a heavily 3P reliant legacy model that was more costly and rated less favorably by consumers.
- Ideated, pitched, and began executing (underway) a portfolio of monetized service projects to unlock several new lucrative streams of high-margin revenue for the business over the next 1-5 years.
- Improved registration rates through a variety of strategies to accelerate 1st party data collection to enable the business to drive revenue from owners in D2C channels over the course of grill ownership.
VP, Owner Experience, Americas
Dyson
Chicago, IL
05.2019 - 01.2021
- Responsible for all facets of post-purchase customer experience for US, Canada, and Mexico business, including Americas contact centers of excellence and +500 field service repair locations
- Selected to lead global 'Care Innovation' project as a result of thought leading work within Ai, ML, and RPA technologies in US service business.
- Robust engineering and analysis of VOC, focused on reducing customer effort. Delivered 27% improvement within self-service accomplishment within dyson.com support journeys resulting in reduced contacts while enabling call center to utilize journey context to personalize experience and improve handle times resulting in 6 point NPS improvement and $3m cost avoidance.
- Developed next best action / issue avoidance strategy and optimized customer life-cycle communications to proactively reduce avoidable service volumes.
- Accountable for $54m budget and 27% of Direct business margin.
- US Live chat and Repair Experience rated #1 and #2 touch-points across entire global business with 91 and 79 NPS, respectively.
Senior Director, Owner Experience, Americas
Dyson
Chicago, IL
04.2017 - 06.2019
- Responsible for profitability and delivery of exceptional customer experience across all owner touchpoints throughout 'Americas' portfolio (CA, US, MX), including all contact center channels: voice, chat, email, social care, web reviews and entire field service repair network (+500 physical service center locations)
- Full ownership of $26m budget, and two of three major Direct business revenue streams accounting for 37% of Americas Direct Consumer portfolio. +30% favorable to target, on pace for 'Super Ambition'. (2016)
- Superb trend of 5-year financial CAGR: YTD contact center costs +4% with +58% GM growth YOY. Repair costs flat YOY with +15% GM
- Successful design and inception of machine learning capabilities resulting in 15% improvement in efficiency, 3 point improvement in NPS, and 8% favorable conversion. Represents future framework of all text-based support
- Sourced and calibrated speech analytics within Voice operation to automate recovery of broken processes, identify operational insights, and improve expert offer rates resulting in 33% improvement in voice conversion
- Sourced new fraud management tool, resulting in 37% improvement of website order acceptance while eliminating all liability of charge-back risk, resulting in +$7M upside to direct business
Director, Contact Center & Digital Support, Americas
Dyson
Chicago, IL
03.2016 - 04.2017
- Responsible for driving overall operations of voice and digital support activities.
- Ownership of $10.2M budget (planned and managed). 2017 result 5% favorable to plan.
- Delivered 180% sales growth YOY while keeping costs flat, successfully transitioning entire US CX operation from cost to profit center for 1st time. (2017)
- Optimized chat channel via substantial testing to deliver industry leading engagement and conversion results resulting in +$3.5m GM from team of 10 incremental experts (800% ROI).
- Operation selected to become regional hub for all of 'Americas' (US & CA).
- Through transition of CA operations to US, achieved profit for 1st time in history (400% increase in sales YOY w/ market record NPS).
- US & Canada led all global markets in NPS and profitability.
Manager, Workforce Optimization & Digital Support
Dyson
Chicago, IL
2 2014 - 3 2016
- Responsible for all Workforce Management functional areas, including Capacity Planning, Forecasting, Scheduling, real-time management, and all digital CX functional areas including e-mail, chat, web reviews, and social media.
- 1st year in role all key phone metrics favorable vs. PY and current year targets.
- 2014 record year in Answer Rate, Avg. Speed of Answer, and Service Level in face of 1st US product recall.
- Launched 24/7 Digital Support-overnight email, chat, and social media service by introducing/utilizing remote agents, improved email response to 90% in two hours or less.
- Administration of site scorecard (determined +100 agent monthly pay-for-performance incentives).
- Partnered with QA team to analyze and identify greatest areas for improvement at product level to design training classes for agents to improve owner satisfaction scores (NPS) and increase site efficiency (reducing average call handle time).
- Sourced, installed, and trained team on new social media solution to protect brand's image in face of company's first product recall--achieving a 15-min social care response with 99% resolution rate.
- Designed telephony infrastructure (using Studio and inContact) to create a seamless phone experience utilizing three independent 3rd party call centers to support a product recall.
- Forecasted volumes and arrival patterns, sourced 3rd parties and negotiated staffing requirements accordingly, achieving a sub five second wait time and 99% answer rate for duration of campaign.
Multi-Channel Supervisor, Digital Support
Dyson
Chicago, IL
2 2013 - 2 2014
- Four months into role, transformed email support from a 48-hour response time to 90% of responses under 6 hours-driving 1st increase in email volume in five years (channel volume grew over 225% by EOY).
- Sourced, tested, and implemented industry leading chat / email / Twitter / SMS solution to increase efficiencies and enhance owner experience.
- Achieved an industry leading 87% recommendation rate through live-chat with +30% increase in average order size.
- Supported development of self-service web content which successfully served over 1-million owners annually.
- Pioneered best in class web review experience - proactively offering support to unsatisfied owners within 24-hours of review submission.
- 80% of owners removed or updated original review following contact, stating impression toward product/brand had dramatically changed based on resolution provided.
Education
B.S - Business Management Management; Entrepreneurship, Innovation, Technology
Virginia Tech, Polytechnic Institute & State University
Skills
- CX Transformation; building industry leading, profitable service operations
- Building high-performing service cultures
- Business Process / Contact Center Outsourcing
- Self-service Design / Optimization
- Machine learning / AI CX application
- Automation Design and Implementation
- Digital 1st CX Operations incl synchronous/asynchronous channels, social-care, etc
- Designing Pay for Performance / Incentive Plans
- Sales as a Service
- Leading sizable Remote Workforces
- Service Leadership
- Journey Mapping & VOC (Voice of Customer) Program Expertise
- NPS/CSAT Optimization
- Pro-Active Support Models
- IoT Connected Support
- Speech Analytics
- 3P / Vendor Management
- Multitude of Service / CX Systems experience: Salesforce, ZenDesk, SAP, Siebel, AS/400, Oracle, LogMein, Spredfast, Sprinklr, BazaarVoice, Verint, NICE inContact, Verint, Agyle, many more
- Studio - Telephony & IVR Infrastructure Scripting
- Direct to Consumer Sales Order Processing expertise
- Risk and Fraud Protection (Riskified, RiskGuardian)
Affiliations
- Recognized for Global Talent Program (Dyson, 2013)
- Charles F. Orvis Award of Excellence, (Orvis, 2006)
- Dean's List (Virginia Tech, Spring 2007, Fall 2007)
Timeline
VP, Customer Care
SimpleTire
05.2023 - Current
VP, Global Owner Experience
Weber Inc.
01.2021 - 09.2022
VP, Owner Experience, Americas
Dyson
05.2019 - 01.2021
Senior Director, Owner Experience, Americas
Dyson
04.2017 - 06.2019
Director, Contact Center & Digital Support, Americas
Dyson
03.2016 - 04.2017
Manager, Workforce Optimization & Digital Support
Dyson
2 2014 - 3 2016
Multi-Channel Supervisor, Digital Support
Dyson
2 2013 - 2 2014
B.S - Business Management Management; Entrepreneurship, Innovation, Technology
Virginia Tech, Polytechnic Institute & State University