Salesforce
Kylie Hehir
Cincinnati,OH
Summary
Strategic and results-driven operations leader with a proven ability to lead teams to success and deliver measurable impact. Known for blending data-driven decision making with hands-on leadership to turn complex challenges into scalable, sustainable results. Adept at strategic planning, process improvement, and fostering a culture of accountability, collaboration, and excellence. Recognized for driving cross-functional alignment, stakeholder engagement, and operational efficiency across customer success, logistics, and field operations. Demonstrated success developing service delivery frameworks, optimizing processes, and building high-performing teams that consistently meet evolving organizational needs. Passionate about people development, change management, and leading with empathy while executing with precision in fast-paced, data-heavy environments.
Overview
7
7
years of professional experience
Work History
Senior CX Manager, Strategic Operations
Peloton
Cincinnati, OH
07.2024 - 10.2025
- Promoted to lead the strategic technical and new programs branch, adding four direct reports under my leadership focusing in finding ways to improve customer satisfaction, customer retention, and reduce both handle times and contacts per case for our cross-functional team
- Led self-service adoption while enhancing the customer experience by launching 100 serviceable parts across all fitness units on Onepeloton.com with supporting standard operating procedures (SOPs) and how-to videos, accomplishing $120K savings in just 90 days
- Boosted efficiency and cross-functional collaboration by restructuring teams and piloting a hybrid service model, cutting costs while improving first-time fix, swap reduction, and on-time arrival rates.
Manager, Operations
Peloton
Nashville, TN
10.2022 - 07.2024
- Led the successful launch of a 12-person technical team from a remote model to a dedicated, in-house field technician team, improving field technician support and reducing repeat customer visits by one full visit per incident
- Introduced self-service, walk-up, and onsite support models that improved the user experience and boosted SLA performance from a two-day average to same- or next-day resolution 89% of the time, with phone support at 85% SLA
- Improved KPIs from a 4.3 CSAT average to an all-time high of 4.78 average, through the effective management of end-to-end 3PL performance and data analysis to identify gaps and continuously advance repair network efficiency based on performance by leading strategic initiatives with internal teams and 3PLs to enhance the customer repair experience and reduce repeat visits to customer homes and inbound contacts to our technical team.
Customer Success Manager, Operations
Peloton
Nashville, TN
09.2021 - 10.2022
- Promoted to manage a team of 23, including five team leads and 18 entry-level employees. Supported career development, resulting in three internal promotions under my leadership
- Reduced customer calls and 3PL escalations by more than 8% and drove alignment on priorities by negotiating and realigning SLAs with internal and external partners through bi-weekly business reviews
- Cut ticket volume by 50% and ensured KPI/objectives and key results (OKRs) adherence by optimizing internal workflows, allowing reallocation of team resources to higher-impact business initiatives.
Operational Excellence Lead, National Operations
Peloton
Dallas, TX
02.2020 - 09.2021
- Promoted to lead and coach a high-performing team, acting as the go-to partner for internal teams and cross-functional stakeholders, while steering daily operations to consistently hit 90% SLA targets
- Delivered $200,000 in cost savings by managing escalations and damage claims, all while optimizing Last Mile routing and scheduling to keep field techs efficient and on time
- Championed innovation by identifying and implementing process improvements that enhanced the Peloton delivery and customer experience.
Junior Project Manager
Fortitude Systems
Dallas, TX
07.2018 - 10.2019
- Drove end-to-end technology staffing projects, leading cross-functional teams to deliver on hiring goals, strengthen client partnerships, and fuel repeat business.
- Partnered with leaders and stakeholders to define scope, resources, and KPIs—ensuring alignment, efficiency, and measurable results across multiple programs.
- Introduced consultative, data-driven hiring solutions that improved candidate experience, streamlined processes, and optimized budget performance.
Education
Bachelor of Arts - Kinesiology & Psychology
DePauw University
05.2018
Skills
- Data-Driven Decision Making
- Go-To-Market (GTM) Strategy
- Strategic Planning & Initiatives
- Continuous Improvement Process
- Customer Success (CX) Strategy
- People Management
- Stakeholder Management
- Cross-Functional Collaboration
- Project & Program Management Skills
- Budget Management & Cost Optimization
Websites
Awards And Community Involvement
- Influential Women Magazine Representative, 2025
- Substitute Teacher, Hamilton County Public Schools, 2025, Present
- Indian Hill Women's Basketball, 2023, Present
- Ronald McDonald House Charities of Greater Cincinnati, 2025, Present
- CASA Indian, 2016-08-01, 2018-05-01
Software
Looker
Tableau
JIRA - Asana
Mondaycom
Smartsheets
Zendesk
Power BI
Certification
Lean Six Sigma
Timeline
Senior CX Manager, Strategic Operations
Peloton
07.2024 - 10.2025
Manager, Operations
Peloton
10.2022 - 07.2024
Customer Success Manager, Operations
Peloton
09.2021 - 10.2022
Operational Excellence Lead, National Operations
Peloton
02.2020 - 09.2021
Junior Project Manager
Fortitude Systems
07.2018 - 10.2019
Bachelor of Arts - Kinesiology & Psychology
DePauw University