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haywood fox

@haywoodfox

I've led customer support, technical service, and repair operations that improve turnaround, service levels, and cost performance.

United States

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What I'm looking for

I'm seeking a Senior Director or Vice President customer support opportunity where I can lead service transformation, AI-enabled automation, KPI governance, and cross-functional improvements in customer experience and operational performance.

At ACTEON North America, I directed Customer Service, Technical Support, Repairs, Logistics, Inventory, and Field Service Support for an approximately $35M North American business. I led a 24-person multi-function organization, managed 70+ dealer relationships across the U.S. and Canada, and partnered with GM, Sales, Marketing, and IT leaders on operating reviews and AI-enabled automation.

I've reduced repair turnaround from approximately 24 days to 7 days, lowered inventory from approximately $5.7M to $3.2M while maintaining approximately 93% fulfillment, and delivered more than $300K in annual savings. With 27+ years across customer care, technical service, field service, repair operations, logistics, and transformation, I build KPI-driven teams and processes that maintain service while improving cost effectiveness.

Experience

Work history, roles, and key accomplishments

Director of Customer Care

ACTEON North America

Jan 2015 - Jan 2026 (11 years)

Directed customer service, technical support, repairs, logistics, inventory, and field service support. Owned cross-functional operating cadence, dealer relationships, service performance, customer escalations, budget discipline, KPI governance, continuous improvement, and AI/automation partnership with IT.

Microsoft 365 Excel Teams KPI Dashboards Workflow Automation Lean Six Sigma Root Cause Analysis Cross functional Leadership