Open to opportunities

Bobby Henson

@bobbyhensoniii

Customer Experience & Operations Leader | Voice of Customer, Support Strategy, AI & Automation | Gaming, Entertainment & Technology

United States

Message

What I'm looking for

Seeking Director, Senior Director, Head, or VP opportunities in Customer Experience, Customer Support, Customer Operations, or Voice of Customer. I bring nearly 20 years of experience across gaming and entertainment, spanning CX strategy, global support, VoC, automation, and team leadership. Prefer remote U.S. roles or hybrid opportunities in Colorado Springs.

I’m a customer experience and operations leader with nearly 20 years of experience across gaming, entertainment, and digital services, including Blizzard Entertainment, Nexon America, Snail Games, Bandai Namco, and Crunchyroll.

My focus is on building high-performing customer experience organizations, improving service delivery, and connecting customer insights with meaningful business outcomes. My background spans global support operations, Voice of Customer, vendor partnerships, automation, self-service, customer satisfaction, and cross-functional leadership.

At Crunchyroll, I've helped drive significant improvements in customer experience performance, including increasing CSAT from 58% to 79%, improving response times, and expanding self-service capabilities. I've also supported major game launches and worked across teams to improve how customer feedback informs operational decisions.

I enjoy developing people, creating scalable processes, and finding practical ways to use technology to improve the customer experience without losing the human element.

I'm interested in Director, Senior Director, Head of Department, and VP opportunities across Customer Experience, Customer Operations, Customer Support, and Voice of Customer. While gaming and entertainment are my foundation, I'm equally interested in bringing that experience to consumer technology, SaaS, and other customer-focused industries.

Experience

Work history, roles, and key accomplishments

Current

Sr. Manager, Games, Customer Experience

Current

Crunchyroll

Aug 2023 - Present (3 years 2 months)

Lead CX strategy and global support operations for Crunchyroll Games, overseeing CSAT, VoC, vendor performance, and launch readiness. Raised CSAT from 58% to 79% in FY24 and expanded chatbot self-service to ~60% deflection. Partner with Product, Engineering, and Operations to improve player experience, scale support, and advance AI-enabled workflows.

Senior Manager, Player Experience & VoC

BANDAI NAMCO Entertainment America Inc.

Apr 2021 - Aug 2023 (2 years 4 months)

Led Player Experience and Voice of Customer strategy across multiple games, aligning player feedback with service and product improvements. Drove a 25% CSAT increase, strengthened Zendesk workflows and reporting, and managed outsourced support partners to improve quality, efficiency, and operational performance.

Manager, Player Experience

BANDAI NAMCO Entertainment America Inc.

May 2018 - Apr 2021 (2 years 11 months)

Built and scaled Player Support operations, standardizing workflows, escalations, and service delivery across game titles. Improved CSAT by 20% and reduced resolution time by approximately 15% through Zendesk automation and process improvements. Led and coached a team of 10+ support professionals.

Manager Customer Support

Snail Games USA

Sep 2016 - May 2018 (1 year 8 months)

Led customer support operations for a global player base, overseeing service quality, escalations, and team performance. Improved CSAT by 20% through operational improvements and coaching. Built Zendesk workflows and reporting that reduced peak-period response times by 25%, and partnered with Development to resolve recurring player issues.

Customer Support Development Lead

Nexon America

Jan 2014 - Jan 2016 (2 years)

Led onboarding, training, and performance development for 50+ global support agents, strengthening service consistency and readiness. Improved CSAT by 15% through coaching and process improvements. Helped optimize CRM workflows, reducing response times by approximately 20%, and partnered with outsourced teams on performance reviews.

Senior Game Master

Nexon America

Jan 2013 - Jan 2014 (1 year)

Supported outsourced player support operations and helped onboard and train 20+ agents serving global players. Partnered with Production and Engineering to identify recurring issues, improve escalations, and reduce repeat contacts by approximately 10%. Represented player feedback in cross-functional discussions to improve service quality.

Customer Support Representative

Snail Games USA

Jan 2012 - Jan 2013 (1 year)

Provided frontline support for live-service games, resolving player inquiries, account issues, and complex escalations. Achieved a 90% issue resolution rate while contributing to service quality improvements. Supported launch readiness and player support planning for Age of Wushu.

In-Game Support

Blizzard Entertainment

Aug 2006 - Aug 2012 (6 years)

Scaled Customer Support through a major growth period at Blizzard, coordinating multi-team coverage and earning 400+ player commendations for service excellence.