Looking for a job

Cooper Lyons

@cooperlyons

Professional with 8+ years boosting teams, engagement & ops in fast-paced, mission-driven settings.

My career has been with the same company from just after launch to scaling 18 facilities to 4 markets. I have risen through the ranks and enjoyed working towards both my own personal goals and the organization’s. I am seeking a remote job in something around customer success with a focus on retention instead of up-sales. I enjoy wrapping my head around a problem and its context and then finding solutions to that problem. I am seeking a salary of at least 80,000 a year and a positive work culture where employees are supported.

Experience

Work history, roles, and key accomplishments

Current

Corporate Director of Engagement & Program Operations

Current

Northpoint Recovery Holdings, LLC

Oct 2020 - Present (4 years 11 months)

Led national program engagement strategy across 18 locations in four states, aligning service delivery with organizational growth targets and customer satisfaction metrics. Successfully scaled a customer-focused support department from local to multi-state operation, increasing visibility and engagement at all touchpoints.

Cross Functional Collaboration Program Management Customer Engagement Team Leadership Salesforce CRM Event Management Digital Content Creation SOP Development Community Building Cross functional Collaboration Budget Management

Program Engagement Manager

Northpoint Recovery Holdings, LLC

Aug 2018 - Present (7 years 1 month)

Designed the foundational framework for a long-term engagement program that was later launched and scaled to 10 locations across multiple states. Created scalable systems for resource distribution, customer outreach, and peer networking to support retention and ongoing engagement.

client support Program Design System Development Community Building Event Planning Client Support Budget Adherence Customer Outreach Resource Distribution Peer Networking Crisis Intervention

Client Support Specialist

Northpoint Recovery Holdings, LLC

Jun 2015 - Present (10 years 3 months)

Provided high-touch, direct support in a 24/7 client services environment, ensuring a safe and supportive experience. Collaborated with clinical and operations staff to address client needs, manage crises, and resolve issues quickly and compassionately.

client support Client Support Crisis Management Program Delivery Documentation Team Collaboration Client Activities Issue Resolution Customer Service Operational Support Patient Care

Education

Degrees, certifications, and relevant coursework

Boise State University

Bachelors of Science, Bachelors of Science Psychology

2014 - 2018

Grade: 3.5

Activities and societies: Student Athlete as the school mascot Buster Bronco. Particpated in over 60% of school athletic events while also engaging in community events. Won first place in Boise State University's first National Mascot Competition at the 2018 USA Collegiate Nationals Competition