Hi, I’m
Sarah Ross
Portland,OR
Summary
Dynamic leader with a proven track record at The Standard, excelling in strategic planning and customer experience management. Adept at building high-performing teams and driving continuous improvement initiatives, I foster collaboration and accountability to enhance organizational impact and customer satisfaction. Committed to transforming operations and delivering exceptional results.
Overview
20
years of professional experience
Work History
Girls Inc. of the Pacific NorthwestPortland
President,
06.2025 - Current
Job overview
- Collaborate with CEO and board of directors to align organizational vision with strategic objectives.
- Evaluate performance metrics to drive continuous improvement in program delivery and community impact.
- Lead staff development initiatives, promoting professional growth and fostering collaboration.
The StandardPortland
Senior Director, Contact Center
05.2022 - Current
Job overview
- Responsible for delivering industry leading customer service in over 2.5 million interactions per year with customers, partners, and employees, across a variety of channels and touchpoints.
- Lead and direct the entire operation, including front line representatives, their supporting managers, outsourcing partners, and the enterprise Operations Support team.
- Oversee the strategy, day-to-day activities, ongoing performance and development of the team.
- Responsible for identifying and executing larger initiatives that improve the ability to serve and build relationships with customers - partnering closely with IT on the supporting tools and systems.
- Explain, protect, and advance customer interests effectively and constructively, enabling strong business and customer results.
The StandardPortland
Director, Customer Experience
02.2019 - 05.2022
Job overview
- Led development of Customer Experience Team and enterprise-wide strategy.
- Educated and engaged organization to leverage Customer Experience insights and tools.
- Enabled alignment and accountability to achieve desired future state experience.
The StandardPortland
Customer Experience Strategy Manager
04.2017 - 02.2019
Job overview
- Conducted market analysis to identify trends and opportunities for growth.
- Created comprehensive reports to communicate strategy progress to senior leadership.
- Delivered training sessions across the enterprise to enhance organizational understanding and commitment to customer experience.
The StandardPortland
Customer Experience Consultant
01.2015 - 12.2017
Job overview
- Led and collaborate with Employee Benefit stakeholders to create, implement and monitor a Customer Experience Strategy and Program.
- Conducted market research, streamlined processes, guided organizational integration, defined culture, and implemented ongoing touch points to elevate customer experience.
- Managed cross-functional teams in designing and deploying initiatives aimed at maintaining a steady stream of enhancements that optimize customer experience and performance over time.
Education
Oregon State UniversityCorvallis, OR
BA from Marketing Mgmt. & Business
Skills
- Relationship management and empathy
- Adaptability and resilience
- Strategic planning and execution
- Customer experience management
- Leadership and collaboration
- Building high-performing teams
- Operations management and delivery
- Organizational transformation
- Customer relationship management
- Communication and change management
- Continuous improvement strategies
- Problem solving and decision making
- Market acumen
Websites
Certification
- Certified Customer Experience Professional (CCXP)
- Certified Project & Program Mgmt. Professional (PMP)
Volunteer Experience
- Girls Inc. of the Pacific Northwest, Executive Board Member, 2022 - current
- Children's Cancer Association, Board Member, 2016 - 2021
Accomplishments
Greg Ness Community Service Award, 2025
Timeline
President,
Girls Inc. of the Pacific Northwest
06.2025 - Current
Senior Director, Contact Center
The Standard
05.2022 - Current
Director, Customer Experience
The Standard
02.2019 - 05.2022
Customer Experience Strategy Manager
The Standard
04.2017 - 02.2019
Customer Experience Consultant
The Standard
01.2015 - 12.2017
Oregon State University
BA from Marketing Mgmt. & Business