Organized and dependable customer experience manager successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
JORDAN LLOYD
Summary
Overview
10
years of professional experience
Work History
GoDaddy
Senior Program Manager, Customer Experience
01.2020 - 01.2022
Job overview
- Built out and managed several complex, large-scale strategic programs to improve customer experience across GoDaddy products, services, and support.
- Analyzed customer data, mapped customer journeys, and presented actionable insights on customer pain points and improvement opportunities to leaders across company.
- Drove development of roadmaps, project goals, KPIs, and deliverables for each program, and oversaw progress of each smaller project workstream.
- Assembled and led project teams with executive sponsors and stakeholders from operations, analytics, product, engineering, sales, legal, and external vendor teams.
- Anticipated project risks and took mitigation efforts or escalated when needed to ensure expected deliverables were met on time and within budget.
- Built a program that reduced the need for customers to contact GoDaddy support more than once to resolve their issue, which resulted in a 10% reduction in repeat contacts, improved NPS scores, and significant savings on operations support costs.
- Built a program that improved the refund rate for one of the company's highest-cost products by 25%, resulting in significant annual revenue savings.
- Managed the rollout of a new client relationship program for highest-spend customers, resulting in improved metrics across GCR, NPS, and customer satisfaction.
- Tracked and reported program results to stakeholders to facilitate change management activities.
GoDaddy
Senior Manager - Onboarding
01.2018 - 01.2020
Job overview
- Responsible for delivering a world-class onboarding experience for 25,000+ customers of GoDaddy's do-it-for-you Marketing Services subscription product
- Directly lead managers of supervisors who supported over 100 employees across three distinct functional teams: photography, branding, and technical support
- Managed cross-functional strategic projects to improve the onboarding experience and make internal business processes more efficient
- Scaled department to absorb extremely rapid growth and doubled sales velocity in one year by offsetting headcount increases with workflow efficiency optimizations
- Built and continuously improved on capacity model to forecast headcount needs and identify opportunities to eliminate operational waste
- Built and maintained knowledge center to house all departmental training materials, internal process workflows, roadmaps, and team updates
- Guided department through company acquisition milestones, including changes to organization structure, new career mapping guides, and new compensation structures.
Main Street Hub
Manager - Onboarding
01.2017 - 01.2018
Job overview
- Oversaw the 100-person Customer Onboarding department, ensuring all new customers had an excellent introductory experience with GoDaddy's social media services.
- Managed the department's 3 functional managers to lead their teams to seamlessly execute a photo shoot, branding kit, and social page optimization for each customer.
- Led the department to consistently outperform against KPIs related to productivity, customer satisfaction, deliverable quality, responsiveness, and onboarding speed.
Main Street Hub
Manager - Operations
01.2016 - 01.2017
Job overview
- Created and managed two new teams aimed at providing internal support for other Content Operations teams.
- Designed workflows and built capacity models, monitored daily performance, and took corrective action to improve operational service levels.
Main Street Hub
Supervisor - Operations
01.2014 - 01.2016
Job overview
- Managed and coached a team of 10 social media branding and technical support specialists to become the highest-performing team in service level attainment, customer satisfaction, and quality metrics.
- Developed and ran a new hire training program to onboard and ramp new hires.
Main Street Hub
Social Media Profile Manager
01.2012 - 01.2014
Job overview
- Combined creative writing, graphic design, and technical troubleshooting to build brand consistency and optimize the online presence of over 1,000 small business customers across the country.
- Consistently achieved throughput, customer satisfaction, and quality metrics above the goals established for the role, and was promoted to Senior after 1 year.
Education
Texas State University
Master of Arts from Mass Communication
University Overview
University of Texas
Bachelor of Science from Communication Studies
University Overview
Skills
- Customer Experience Program Management
- Data Analysis
- Journey Mapping
- Stakeholder Management
- Cross-functional Leadership
- Business Process Improvement
- Documentation
- Confluence, Jira, Lucidchart, Miro, Smartsheet, Trello, Zendesk, Asana, Mondaycom
- Salesforce, Smartsheet, Tableau, Qualtrics
- Microsoft Office Suite, Google Suite
Timeline
Senior Program Manager, Customer Experience
GoDaddy
01.2020 - 01.2022
Senior Manager - Onboarding
GoDaddy
01.2018 - 01.2020
Manager - Onboarding
Main Street Hub
01.2017 - 01.2018
Manager - Operations
Main Street Hub
01.2016 - 01.2017
Supervisor - Operations
Main Street Hub
01.2014 - 01.2016
Social Media Profile Manager
Main Street Hub
01.2012 - 01.2014
Texas State University
Master of Arts from Mass Communication
University of Texas
Bachelor of Science from Communication Studies
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