Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Victoria Rose Weiss

Victoria Rose Weiss

Chatham,NJ

Summary

CX professional with 8+ years of experience and a proven track record in scaling and leading high-performing Customer Care & Digital Product teams. Specializes in strategically leveraging customer feedback and data to craft truly customer-centric experiences within Agile methodologies. Is committed to excellence and has a passion for collaboration, enabling teams to excel in ambiguous environments.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Product Manager

Daily Harvest
01.2023 - Current
  • Implemented functionality for existing customers to apply coupons, increasing savings by ~$250k annually.
  • Built privacy portal that automated deletion requests
  • Reduced delivery issue-related churn by 10% and compensation by 13% by leveraging DSML data
  • Led cross-functional teams to deliver high-quality products on time and within budget constraints.
  • Implemented Agile methodologies for more efficient project management and team collaboration.

Director, CX Strategic Operations

Daily Harvest
01.2021 - 01.2023
  • Managed a team of 10 specialists focused on data analysis, KPI management, content creation, and customer retention.
  • Developed a Voice of Customer program, aimed at compiling quantitative and qualitative feedback; shared feedback + solutions cross-functionally
  • Created company roadmap focused on increasing efficiencies and optimizing personalized experiences

Sr. Manager, Care Training + Quality

Daily Harvest
01.2019 - 01.2021
  • Scaled the CX team from 10 to 100+ Associates; Onboarded a BPO Team.
  • Integrated strategic channels to increase Customer Satisfaction (Apple Messages for Business and a Phone System, both achieving 98% CSAT).
  • Built a chat bot through Quiq, which consistently contained ~65% of chats.
  • Established routing flows aimed at assigning issues to specialized agents.
  • Improved team performance by developing comprehensive training + quality programs

Education

Bachelor's of Fine Arts (BA) - Art

The College of NJ
Ewing, NJ
05.2015

Skills

  • People Management
  • Cross-team Collaboration
  • Product Roadmapping
  • Scrum/Agile Ceremonies
  • CX Strategy
  • Data Analysis
  • CSAT & NPS Optimization
  • L&D Program Development

Certification

Certified Scrum Master (CSM)

Timeline

Product Manager

Daily Harvest
01.2023 - Current

Director, CX Strategic Operations

Daily Harvest
01.2021 - 01.2023

Sr. Manager, Care Training + Quality

Daily Harvest
01.2019 - 01.2021

Bachelor's of Fine Arts (BA) - Art

The College of NJ

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Victoria Rose Weiss