Brandon Barlow

I’m an operations leader with two decades of experience building systems, developing teams, and designing processes that hold up as organizations grow. Ten years in director-level roles across Support Operations, Technical Operations, and Customer Success have made me fluent in scaling the full customer lifecycle—billing, retention, technical support, sales, and the tooling and workflows behind it.

I’ve driven measurable improvements by redesigning how teams train, make decisions, and stay accountable. I rebuilt onboarding by auditing job requirements against training content, adding practical exercises and feedback loops—cutting 90-day new-hire attrition from 44% to 25%. I also created an “Agent Ownership” model that removed knowledge and authority barriers, reducing leadership escalations by 80%.

I’m especially proud of the operational discipline behind my results. I sustained vendor SLA compliance from 30% to 93–95% using quarterly reviews, randomized sampling of 100 interactions across queues, regular queue audits, and WFM coverage—maintaining performance through multiple acquisitions and operational pivots.

I bridge business needs and technical execution without needing a translator, and I bring hands-on curiosity when automation and observability help. I built real-time agent dashboards that replaced 10 hours/week of manual reporting overhead, and I write automation in Python while working with monitoring and container tooling. I run real infrastructure at home and can follow technical conversations, ask useful questions, and translate operational goals into reliable systems.