Perry Bolton
ENGLEWOOD,CO
Summary
Seasoned customer experience and operations leader with a strong track record in scaling operations, enhancing customer satisfaction, and leading high-performing teams at Airbnb and Acorns. Expertise in driving strategic initiatives, optimizing processes, and fostering cross-functional collaboration. Proven success in improving CSAT and NPS scores, launching new support channels, and streamlining operations. Passionate about continuous improvement, data-driven decision-making, and delivering exceptional customer experiences. Skilled in managing remote teams and aligning strategies with business objectives.
Overview
10
10
years of professional experience
Work History
Senior Manager, Partner Operations
Acorns
03.2022 - Current
- Visionary Leadership: Managed and mentored a team of customer experience professionals, driving a CSAT improvement from 4.18 to 4.53 and NPS from 43 to 64.4 across Acorns’ partner network.
- Cross-Functional Collaboration: Partnered with Product, Analytics, Engineering, and Marketing teams to align growth strategies and ensure a seamless customer experience.
- Customer Success & Retention: Developed and implemented strategies that drove customer success, retention, and product adoption, resulting in enhanced customer satisfaction and reduced churn.
- Customer Experience Enhancement: Led initiatives to improve the overall customer experience, from onboarding to ongoing support, with a focus on self-serve mechanisms and customer empowerment.
- Data-Driven Decision-Making: Established and monitored key performance indicators (KPIs) for customer-facing teams, leveraging data-driven insights to ensure high-quality service delivery.
- Process & Product Improvement: Conducted in-depth analyses of customer feedback and support data, identifying trends and opportunities for product and process improvements.
- Tools & Technology Optimization: Implemented and optimized support tools, enhancing efficiency and effectiveness of customer support operations.
Sr. Regional Operations Manager - Americas
Airbnb
11.2019 - 03.2022
- Customer Operations Management: Oversaw performance and cultivated strong relationships across CS Partner Operations in the Americas, successfully scaling operations while maintaining exceptional service quality and customer satisfaction.
- Team Leadership: Led and developed a high-performing team, optimizing feedback loops between frontline teams and Product/Support Tooling teams to drive continuous improvement and foster innovation.
- Strategic Planning: Spearheaded strategic initiatives to align support operations with broader business objectives, ensuring seamless customer experiences and driving operational excellence across the organization.
- Performance Management: Effectively managed the Resolutions line of business, consistently achieving and surpassing KPI targets across multiple partner sites, contributing to overall business success.
- Backlog Management: Designed and implemented robust strategies to manage seasonal peaks, expertly balancing service levels and resolution rates to ensure consistent, high-quality customer support.
- Feedback Loop Optimization: Facilitated the timely and effective delivery of frontline feedback to Product and Support Tooling teams, ensuring that customer insights directly informed product development and service enhancements.
- Business Review Cadence: Oversaw and streamlined the cadence of weekly, monthly, quarterly, and annual business reviews with regional partners, driving accountability, continuous improvement, and alignment with strategic goals.
- Safety Operations Scaling: Enabled substantial scaling of the Safety Team’s operations, ensuring the delivery of timely and appropriate care for community members encountering safety concerns, thereby enhancing overall trust and safety within the platform.
North American Partner Manager
Airbnb
05.2016 - 11.2019
- Operational Leadership: Oversaw day-to-day operations of Airbnb’s largest North American partner, conducting regular site visits across multiple geographies to ensure alignment and operational excellence.
- Efficiency Improvement: Demonstrated a measurable improvement in efficiency and customer sentiment by transitioning from case management to transaction management, validated through controlled A/B testing.
- Crisis Management & Planning: Collaborated with Workforce Management (WFM) and partners to devise innovative solutions to a Summer Capacity Planning emergency, resulting in a successful rework of the Capacity Plan and the launch of a new site.
- Rapid Site Launch: Successfully launched a new nearshore site with approximately 230 agents within a two-week timeframe, directly addressing capacity needs and enhancing operational flexibility.
- Strategic Partnership & Cost Reduction: Partnered with regional peers to oversee the redistribution of support across the Americas Region, including nearshore and offshore partners, ensuring business continuity while significantly reducing overall cost to serve.
- Channel Development & Growth: Led the launch of the Social Media support channel for partners, developing key performance indicators (KPIs) and processes that drove an impressive 238% year-over-year growth in the channel.
North American Partner Coordinator
Airbnb
03.2014 - 05.2016
- Operational Support: Assisted the Partner Manager in overseeing the day-to-day operations and performance management of Airbnb’s largest partner relationship, ensuring consistent alignment with company goals.
- NPS Improvement: Spearheaded initiatives that led to a significant 15-20 point improvement in aggregate Net Promoter Score (NPS), directly enhancing customer satisfaction and loyalty.
- Productivity Enhancement: Managed the resolution of ITX tickets, facilitating timely resolutions that reduced issue-related downtime and improved overall productivity.
- Crisis Management: Coordinated the transition of urgent Social Media escalations and handoff cases from internal teams to the partner, significantly improving response times for high-priority and sensitive issues.
- Onsite Presence: Maintained a consistent onsite presence across multiple geographies, fostering strong relationships and ensuring operational standards were upheld.
Education
Master of Arts - Professional Counseling
Liberty University
Lynchburg, VA05.2013
Bachelor of Arts And Science - Sociology
Dallas Baptist University
Dallas, TX05.2005
Skills
- Leadership: Lead high-performing teams
- Customer Experience: Drive satisfaction and retention
- Collaboration: Align with cross-functional teams
- KPI Management: Achieve targets with data insights
- Efficiency: Optimize workflows and reduce costs
- Crisis Management: Resolve capacity and service issues
- Stakeholder Relations: Build and maintain key relationships
- Data-Driven: Use insights to drive improvements
- Customer Success: Maximize value and adoption
- Process Improvement: Streamline operations
- Remote Management: Lead and scale remote teams
Accomplishments
- Increased CSAT by 8% at Acorns.
- Boosted NPS by 21 points at Acorns.
- Achieved 238% YoY growth in Airbnb’s Social Media support.
- Launched a nearshore site in 2 weeks, adding 230 agents.
- Improved NPS by 15-20 points at Airbnb.
- Cut downtime by 30% through efficient ticket management.
- Reduced support volume by 20% with optimized self-service tools.
Timeline
Senior Manager, Partner Operations
Acorns
03.2022 - Current
Sr. Regional Operations Manager - Americas
Airbnb
11.2019 - 03.2022
North American Partner Manager
Airbnb
05.2016 - 11.2019
North American Partner Coordinator
Airbnb
03.2014 - 05.2016
Master of Arts - Professional Counseling
Liberty University
Bachelor of Arts And Science - Sociology
Dallas Baptist University