Service Strategy and Design for Reality Labs

Strategic lead for seven-person team to create long-term strategy for Customer post-sale success and support experience including performance management, prioritization and execution

Reduced Unmanaged Customer churn by X% driving $XM annually in incremental sales lift due to improvements to key workflows and streamlined external-facing points of contact

Defined comprehensive long-term roadmap for cross-functional initiative to operationalize across twelve-person leadership team; long-term goal to improve sentiment via NPS, reduce support tasks by X% and remain cost neutral

Collaborated with pre and post–sales organizations to set-up new process and operational model for support as lead gen partner; support established as input to annual sales goals

Achieved the company’s all-time high for overall Customer NPS of X in Q2 2023, up from Y in Q3 2022

Built and scaled an industry-first single point of contact support and success team of 250+ employees supporting all active Customers including recruiting, hiring, performance goaling and change management; reduced team support tasks by X% and Account Owner time spent on escalations by Y%

Designed and implemented new proactive outreach initiative targeting Customers not optimized on the platform; decreased Customer with payments disabled by X% and contacted Y% of NPS detractors within 48 hours of submission

Launched live phone support team to triage customer issues in real-time for key growth products (Menu and Point of Sale), reducing time-to-resolution by X%

Recipient of DoorDash “Compass Award” for inclusivity following launch of support in three additional languages beyond English for our Customers based on their preferences