NOELLE RANZY
Gig Harbor,WA
Summary
Results-driven Senior Leader with extensive experience in strategic leadership and operational excellence. Proven track record in driving growth, optimizing processes, and fostering team collaboration. Exceptional skills in strategic planning, financial management, and stakeholder engagement. Adaptable and reliable, consistently achieving high-impact results in dynamic environments.
Overview
13
13
years of professional experience
Work History
Director of Operations
LegitScript
07.2025 - Current
- Reduced time to value by 20% by redesigning end-to-end certification workflows and eliminating process bottlenecks.
- Reduced manual workflows by implementing AI and other automation.
- Reduced churn by 25% through enhanced communication frameworks, retention programs, and reliable delivery outcomes.
- Serve as executive sponsor for enterprise customers and strategic partners, influencing roadmap and operational alignment.
- Reduced training time by one week by rebuilding curriculum around critical competencies that accelerate readiness.
- Partnered with Product, Engineering, and external vendors to scope, test, and deploy workflow technologies at scale.
- Over performed in ARR month over month over plan and forecast.
Director, Global Customer Success & Support
Bullhorn
10.2022 - 07.2025
- Led customer success and support operations across APAC, EMEA, and North America, reducing operational costs by 18% through automation and CRM optimization.
- Maintained CSAT above 96% by overhauling quality assurance and implementing real-time performance analytics.
- Delivered 97% first-contact resolution via automated triage systems and optimized case routing frameworks.
- Improved global response times by 35% using AI-enabled self-service enhancements and workflow automation.
- Drove major initiatives including Service Cloud Voice rollout, performance management redesign, and CX Index implementation.
- Increased internal leadership mobility by 40% through targeted leadership development programs.
Merchant Experience Manager
DoorDash
05.2021 - 10.2022
- Scaled organization from 40 to 100 employees in six months while reducing attrition from 8% to 3%.
- Increased merchant satisfaction by 22% through journey mapping and structured engagement improvements.
- Improved team productivity by 30% by redesigning onboarding and enablement frameworks.
- Led strategic initiatives aimed at expanding market reach and enhancing competitive positioning.
- Mentored leaders, fostering a culture of continuous improvement and professional growth within the organization.
- Enhanced customer engagement by implementing feedback system, leading to service improvements and higher satisfaction rates.
Manager, Continuous Improvement
Grainger
02.2017 - 05.2021
- Delivered 98%+ CSAT while leading enterprise-level Six Sigma and Lean process improvement initiatives.
- Reduced cycle time by 28% through workflow redesign and operational optimization.
- Launched Global Customer Success organization, establishing foundational KPIs and scaling international operations.
- Built leadership succession programs that increased internal promotions by 35%.
Contact Center Site Manager
TriWest
06.2013 - 02.2017
- Oversaw a 200-employee contact center supporting national operations, ensuring consistent service quality and performance.
- Reduced average handling time by 32% through SOP standardization and workflow enhancements.
- Improved customer loyalty through redesigned training and quality assurance programs.
Education
Bachelors - Industrial Organizational Psychology
Southern New Hampshire University
Skills
- Executive Leadership
- AI Workflow Automation
- Global Operations
- Organizational Strategy
- Data Analytics
- Operational Excellence
- Change Management
- Performance Management
- KPI Development
- Cross-Functional Collaboration
- Process Optimization
- CRM Optimization
- Six Sigma
- Team Development
- Strategic Planning
- CX Transformation
Timeline
Director of Operations
LegitScript
07.2025 - Current
Director, Global Customer Success & Support
Bullhorn
10.2022 - 07.2025
Merchant Experience Manager
DoorDash
05.2021 - 10.2022
Manager, Continuous Improvement
Grainger
02.2017 - 05.2021
Contact Center Site Manager
TriWest
06.2013 - 02.2017
Bachelors - Industrial Organizational Psychology
Southern New Hampshire University