Josh Goldstein
Wilmington,NC
Summary
Driving Enterprise Omnichannel Servicing, AI-Enabled Customer Operations & Frontline Experience Transformation
Customer Experience and Operations executive with 20+ years of leadership experience modernizing customer servicing organizations within highly regulated financial environments. Proven track record leading enterprise-scale customer operations transformation initiatives spanning omnichannel engagement, AI-enabled servicing, frontline experience optimization, operational redesign, and customer journey modernization.
Recognized for bridging strategy, operations, and technology to deliver scalable, customer-first servicing ecosystems that improve customer outcomes, elevate frontline associate experiences, and enable enterprise growth. Deep expertise partnering across Operations, Product, Technology, Risk, Compliance, Workforce Management, and Executive Leadership to simplify workflows, reduce friction, and operationalize modern servicing capabilities at scale.
Experienced leading complex modernization initiatives involving CRM optimization, CCaaS transformation, AI-powered servicing tools, digital engagement, operational analytics, workforce enablement, and customer experience strategy.
Overview
24
24
years of professional experience
Work History
Director, Contact Center (Customer Experience & Operations)
Live Oak Bank
01.2025 - Current
- Lead enterprise customer servicing strategy and modernization initiatives for a national digital banking platform supporting multi-billion-dollar customer relationships across voice, chat, digital engagement, onboarding, fraud support, and servicing operations.
- Enterprise Contact Center Modernization & CX Transformation
- Led modernization of omnichannel servicing operations across voice, chat, and digital customer engagement channels, improving customer experience consistency and operational scalability
- Directed implementation and enterprise adoption of AI-enabled customer engagement platform (Glia), enabling enhanced customer journey visibility, operational efficiency, reduced handle times, and improved servicing outcomes
- Helped shape long-term customer experience transformation vision centered around unified servicing architecture, AI scalability, and enterprise customer engagement modernization
- Partnered cross-functionally across Operations, Technology, Product, Risk, Compliance, and Digital Banking to align modernization priorities, operational requirements, and customer experience goals
- Supported customer experience and operational readiness initiatives during enterprise core conversion and platform transformation efforts
Senior Manager, Contact Center
Live Oak Bank
01.2022 - 01.2025
- Frontline Experience & Operational Excellence
- Built and scaled a 50+ person customer operations organization, developing leadership structures, workforce strategies, QA frameworks, and operational readiness capabilities to support rapid growth and evolving customer demands
- Led initiatives focused on reducing frontline friction, improving operational workflows, simplifying servicing processes, and enhancing associate effectiveness across customer interactions
- Developed customer operations performance frameworks leveraging NPS, CSAT, FCR, service levels, and operational KPIs to drive continuous improvement and executive decision-making
- Established operational dashboards and executive reporting capabilities using Tableau and enterprise reporting tools to improve visibility into customer trends, operational performance, and servicing outcomes
- Helped lead operational enablement efforts supporting onboarding, servicing, escalations, fraud support, and customer lifecycle management
- Enterprise Change Leadership & Operational Integration
- Directed servicing continuity and operational readiness efforts during enterprise core system transformation initiatives, minimizing customer disruption while maintaining servicing experience and compliance standards
- Partnered with cross-functional stakeholders to identify process improvement opportunities, operational risks, and customer experience gaps, translating operational insights into scalable solutions
- Supported evolution of workforce management, digital servicing operations, customer engagement strategies, and operational scalability initiatives
- Collaborated with technology and operational teams to improve customer interaction visibility, servicing workflows, and operational efficiency
VP, Portfolio Manager (Loan Servicing)
Live Oak Bank
01.2020 - 01.2022
- Managed complex commercial servicing relationships within a regulated banking environment, partnering across operations, servicing, and risk teams to support customer retention, operational effectiveness, and portfolio performance.
- Led customer servicing coordination across multiple operational teams and stakeholders
- Partnered cross-functionally to improve servicing consistency, communication, and customer outcomes
- Supported risk mitigation, operational alignment, and lifecycle servicing initiatives
- Managed customer relationships within highly regulated financial servicing environments
Owner / President
Golf Package Central
01.2012 - 01.2015
- Built and operated customer-focused business overseeing customer acquisition, partner relationships, service delivery, and operational management.
General Manager / Sales Director
Coastal Golfaway
01.2002 - 01.2012
- Led operations, customer experience, and revenue growth for a $4.8M hospitality business.
- Grew revenue 72%
- Achieved 65%+ repeat customer rate
- Led customer experience and operational improvement initiatives
Education
Bachelor of Arts - Corporate Communications
College of Charleston
Charleston, SC05.2002
Skills
- Enterprise Contact Center Modernization
- Omnichannel Customer Engagement Strategy
- CCaaS & Digital Servicing Transformation
- AI-Enabled Customer Operations & Automation
- Frontline Associate Experience Optimization
- Operational Transformation & Process Engineering
- Customer Journey & Interaction Visibility
- Customer Experience Strategy (NPS / CSAT / FCR)
- CX Analytics, KPI Governance & Executive Reporting
- Cross-Functional Enterprise Program Leadership
- CRM & Customer Engagement Platform Integration
- Workforce Optimization & Operational Readiness
- Change Management & Large-Scale Adoption
- Operational Risk & Regulatory Alignment
- Executive Stakeholder Communication & Governance
- Salesforce, Glia, Tableau, Savana, Fiserv, Finxact, Microsoft 365
ENTERPRISE IMPACT
- Led modernization initiatives supporting enterprise customer servicing transformation within a national digital banking platform
- Implemented AI-enabled omnichannel engagement capabilities improving operational efficiency and customer experience visibility
- Developed scalable CX operational frameworks connecting customer insights, servicing operations, and executive decision-making
- Built customer operations infrastructure capable of supporting enterprise growth, operational complexity, and evolving customer expectations
- Delivered strong customer satisfaction and operational performance outcomes while navigating transformation and organizational change
Timeline
Director, Contact Center (Customer Experience & Operations)
Live Oak Bank
01.2025 - Current
Senior Manager, Contact Center
Live Oak Bank
01.2022 - 01.2025
VP, Portfolio Manager (Loan Servicing)
Live Oak Bank
01.2020 - 01.2022
Owner / President
Golf Package Central
01.2012 - 01.2015
General Manager / Sales Director
Coastal Golfaway
01.2002 - 01.2012
Bachelor of Arts - Corporate Communications
College of Charleston