Open to opportunities

Angela M Light

@angelamlight

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CX & Ops leader | 15+ yrs scaling teams, systems & VoC across SaaS, healthtech, & B2B

United States

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What I'm looking for

I’m looking for a remote leadership role where I can scale customer operations, streamline complexity, and build systems that help teams and customers thrive. I do my best work where strategy meets execution—especially in fast-moving SaaS, healthtech, or mission-driven environments.

I'm a startup-savvy CX and operations leader with over 15 years of experience driving impact across SaaS, healthtech, and B2B services. I specialize in building scalable service teams, optimizing systems like Zendesk and Salesforce, and launching Voice of Customer (VoC) programs that improve outcomes across product, operations, and retention.

My leadership style combines systems thinking with empathy. I excel at turning ambiguity into structure—whether that’s standing up a CX org, rebuilding workflows, or leading through change. At Coastal Administrative Services, I scaled operations by 200%, overhauled performance reporting, and integrated CX with implementation, finance, and compliance. I also took on HR leadership during a major restructuring, aligning hiring and coaching with service outcomes.

I'm looking for a mission-driven remote role where I can continue simplifying complexity, uniting teams, and delivering experiences that earn loyalty.

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Service & HR

Current

Coastal Administrative Services

Oct 2023 - Present (1 year 7 months)

Led the scaling of customer experience operations and restructured HR during rapid growth for a Third-Party Administrator. Designed organizational structure and KPIs while optimizing Zendesk for enhanced performance.

Customer Experience Strategy Zendesk HR Management KPIs Cross Functional Collaboration Process Design Systems Thinking

Senior Manager, Customer Service & Sales Support

Magnolia Medical Technologies

Sep 2022 - Oct 2023 (1 year 1 month)

Managed B2B support operations for a diagnostic device company, optimizing ERP and CRM systems to significantly improve fulfillment rates and customer satisfaction. Recognized with multiple awards for performance excellence.

B2B Operations ERP Integration Salesforce Customer Satisfaction Team Leadership Process Improvement Performance Metrics

Customer Service Manager

Brooks Sports Inc.

May 2018 - Sep 2022 (4 years 4 months)

Oversaw the expansion of omni-channel support, implementing training and knowledge management systems. Led CRM and ERP transitions, enhancing operational efficiency and reporting capabilities.

Omni Channel Support Knowledge Management Training Development Process Automation

Social Service Specialist II

Washington State Children's Administration

Jul 2016 - May 2017 (10 months)

Managed a caseload of state-dependent children, developing individualized plans and collaborating with various stakeholders to enhance family stability and outcomes.

Reporting Communication Skills Empathy

Outcomes & Quality Improvement Specialist

Casey Family Programs

Jul 2008 - Jul 2010 (2 years)

Provided administrative support for practice improvement initiatives across child welfare programs, ensuring compliance with national quality standards.

Quality Improvement Administrative Support Compliance Budgeting Event Coordination Cross Site Leadership Process Improvement Data Analysis

Branch Manager

Venturi Staffing Partners

Jan 2008 - May 2008 (4 months)

Directed recruiting and staffing operations, ensuring compliance with hiring regulations and maintaining strong client relationships across multiple accounts.