Summary
Overview
Work History
Education
Skills
Accomplishments
Community Involvement
Languages
Websites
Timeline
Generic

Jbid Kissel

Tucson,Arizona

Summary

  • Combined 30 years of experience in education and educational software.
  • Over 8 years of customer portal and community management, including integrated tools such as federated search, CRM, and chatbot.
  • Proven track record in improving customer engagement through innovative initiatives, resulting in increased adoption and customer satisfaction.
  • Over 12 years of managing teams, focused on healthy team dynamics, growth, productivity, and accountability. Committed to enhancing team knowledge and skills to drive team success.
  • Award-winning professional recognized for excellence in user community and support portal development, improving engagement and satisfaction through strategic innovation.

Overview

30
30
years of professional experience

Work History

Senior Director, Digital Customer Experience

PowerSchool
Folsom, CA
01.2025 - Current
  • Expanded AI Chatbot to include support for all PowerSchool products.
  • Achieved 49% chat deflection and anoverall 24% support case reduction.
  • Trained and grew product managers to oversee community and chatbot roadmap initiatives.
  • Oversaw successful monthly releases with at least one new innovation for community and one for chatbot each month.
  • Successfully prepared the knowledge team to transition to take on content governance across support and product teams.
  • Launched an initiative to migrate customer portal, community, knowledge base, and chatbot to a new, modern platform with improved integration with CRM.

Director, Digital Customer Experience

PowerSchool
Folsom, CA
07.2023 - Current
  • Planned a two-year transformation technology roadmap, including AI-powered self-help, live chat support, and expansion to multiple areas of the business.
  • Led the digital transformation initiative and collaborated with senior leadership to define goals and assess the right vendor to meet needs.
  • Successfully launched PowerSchool's first AI chat support experience.
  • Analyzed chatbot usage and performance data to guide decision-making and strategic planning.
  • Recruited, trained, and mentored staff on AI content readiness and all areas of the new technology.
  • Analyzed customer feedback to identify trends and issues.
  • Built strong vendor relationships and negotiated favorable agreements, including statements of work.
  • Created an outage plan to ensure a fast resolution to provide a seamless customer experience.

Director, Community Support

PowerSchool
Folsom, CA
10.2017 - 07.2023
  • Oversaw the design and development of PowerSchool's new community support site.
  • Worked with the vendor during the implementation period as the main point of contact for support.
  • Engaged with cross-collaborative teams on naming, themes, structure, features, design, and development.
  • Curated content for the community knowledge base.
  • Planned launch, communication, and enablement activities and led a successful go-live.
  • Created standard operating procedures and training for community mentors.
  • Served as the main administrator over the day-to-day operations of the new community site.
  • Worked collaboratively across teams to focus on areas of growth and continuous improvement.
  • Shared monthly metrics with leadership on the health of the community.
  • Worked with our community vendor on new feature enhancements, and to train our developers to ensure self-sufficiency.
  • Created an annual roadmap aligned with business goals and released new enhancements through a monthly release cycle.
  • Built a User Acceptance Testing model to ensure that community and support portal remained functional through new updates.
  • Worked closely with Salesforce administrators and developers to ensure a working integration between the community site and our CRM.
  • Collaborated with several new vendors to build integrations between the community site and new tools, such as a chatbot, federated search, and an Aha ideas portal.
  • Expanded the PowerSchool Community site to support all customers across PowerSchool products, and reached over one million members.
  • PowerSchool Community was featured in several awards and publications through Khoros, the Association of Support Professionals, and the Community Roundtable.

Director, Support and Services

PowerSchool
Folsom, CA
04.2016 - 10.2017
  • Served as the Director over Services and Support teams.
  • Hired, trained, and led the onboarding of new employees.
  • Managed the department's budget and revenue reports.
  • Maintained over 95% CSAT across support.
  • Ran NPS for two years for the Haiku Learning product, resulting in NPS scores of 59 (2015) and 52 (2016).
  • Oversaw the transition of support and services teams from Haiku Learning to PowerSchool.

School Advisor Team Manager, Haiku Learning

Haiku Learning
Tucson, AZ
09.2014 - 04.2016
  • Led the team of School Advisors to provide onboarding, implementation, and ongoing support to schools.
  • Doubled the size of the team, with each advisor managing over 120 schools.
  • Created systems to focus team efforts on customer health and retention.
  • Scheduled weekly one-on-one meetings with employees.
  • Shared regular feedback and collaborated on growth plans.

School Advisor, Haiku Learning

Haiku Learning
Tucson, AZ
06.2013 - 09.2014
  • Primary contact for implementation and relationship management for over 140 schools.
  • Responsible for managing large accounts of over 20,000 users.
  • Met quarterly with school leadership to gather user feedback to improve the product and support.
  • Served as an escalation point for support cases.
  • Built internal process documentation and customer resources.
  • Served as an internal customer on new product releases.
  • Worked collaboratively across teams toward customer success.

Smaller Learning Communities Grant Coordinator

Mountain View High School
Marana, Arizona
07.2009 - 06.2013
  • Led the Smaller Learning Communities Core team to implement programs to improve freshman transition, improve graduation rates, increase rigor and relevance through project-based learning, and promote college and career readiness.
  • Worked in collaboration with administrators, counselors, and teachers to create new programs to achieve goals.
  • Worked with a committee to launch a new advisory period to support student success.
  • Oversaw advisory period scheduling, planning, and weekly activities.
  • System administrator for the ARISEnet scheduling software.
  • Provided support and training to staff and students on various e-tools including ARISEnet, Synergy, and Naviance.
  • Managed the SLC budget and hired and trained new staff
  • Regularly surveyed stakeholders, evaluated programs, and submitted reports on progress toward grant goals

Social Studies Teacher

Mountain View High School
Marana, AZ
07.1996 - 07.2009
  • Designed a standards-based curriculum and taught World Studies, U.S. History, and Government to high school students.
  • Created and administered formative and summative assessments to measure student achievement toward standards.
  • Taught a joint US History and American Literature Block class that weaved standards from both areas in a project-focused learning environment.
  • Took on leadership roles in school-wide initiatives and in the Marana Education Association.
  • Represented the school at several events including the Smaller Learning Communities Conference in Nashville.
  • Sponsored student groups and coordinated with administration to plan graduation.

Education

Master of Arts - Educational Leadership

University of Arizona
Tucson, AZ
05-2006

Bachelor of Arts - History, Political Science, Education

Rutgers University
Newark, NJ
05-1995

Skills

  • Digital transformation
  • AI Chatbot implementation
  • Strategic planning
  • Product management
  • Platform management
  • Community engagement
  • Release management
  • Leadership development
  • People management
  • Problem solving
  • Time management
  • Staff training
  • Effective communication
  • Team leadership
  • Change management
  • Resource allocation
  • Performance management
  • Stakeholder engagement
  • Coaching and mentoring

Accomplishments

Achieved over 95% Support CSAT through customer focus and continuous innovation.

Deflected over 50% of incoming chat volume via support community and AI-powered chat.

Grew support community engagement at an average of 30% YoY.

Maintained a high team satisfaction rate over the organizational average.

Association of Support Professionals Best Support Website 2020 and 2021.

Khoros Best in Class Community in 2021.

Several Stevie Awards between 2020 and 2024 including Front Line Customer Service Team of the Year, Best Customer Engagement Initiative, Innovation in Customer Service, Best use of Technology, and Grand Stevie Award.

Several Globee awards between 2020 and 2024 including Best Customer Website, Front-Line Customer Service and Support Team of the Year, Best Customer Engagement Initiative, Best Use of Technology in Customer Service, Innovation in Customer Service, and Grand Globee Award.

Community Involvement

  • Dodge Middle School PAC Secretary
  • Catalina United Methodist Foundation Board Member
  • Several Catalina United Methodist Outreach programs including Angel Tree, sandwich making for local shelters, and meal packing
  • Marana Education Association Secretary and Social Committee Chair
  • Voter Registration and Get out the Vote Drives
  • Several Local and State Government Events to Support Funding for Education

Languages

English
Professional
Turkish
Native/ Bilingual
Armenian
Limited

Websites

Timeline

Senior Director, Digital Customer Experience

PowerSchool
01.2025 - Current

Director, Digital Customer Experience

PowerSchool
07.2023 - Current

Director, Community Support

PowerSchool
10.2017 - 07.2023

Director, Support and Services

PowerSchool
04.2016 - 10.2017

School Advisor Team Manager, Haiku Learning

Haiku Learning
09.2014 - 04.2016

School Advisor, Haiku Learning

Haiku Learning
06.2013 - 09.2014

Smaller Learning Communities Grant Coordinator

Mountain View High School
07.2009 - 06.2013

Social Studies Teacher

Mountain View High School
07.1996 - 07.2009

Master of Arts - Educational Leadership

University of Arizona

Bachelor of Arts - History, Political Science, Education

Rutgers University

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Jbid Kissel