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Josh Spencer

@joshspencer

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Results-driven Operations Manager with expertise in customer service.

United States

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What I'm looking for

I am looking for a role that values collaboration, innovation, and growth opportunities.

I am an Operations Manager with over 11 years of experience in customer service, management, and client success. My career has been defined by my ability to build strong relationships, manage diverse teams, and optimize operational efficiency. I thrive in dynamic environments where I can leverage my expertise to drive performance and enhance outcomes.

Currently, I serve as an Athlete Success Manager at Xpand Sports, where I act as the primary point of contact for athletes, coaches, and administrative staff. My role involves ensuring seamless communication and advocating for athletes' voices in decisions that impact their careers. Previously, I managed a team at GigaCloud, where I implemented a training program that improved team efficiency and reduced escalations by 20%. My strong communication, problem-solving, and organizational skills have been pivotal in achieving success in my roles.

Experience

Work history, roles, and key accomplishments

Current

Athlete Success Manager

Current

Xpand Sports

Jan 2025 - Present (5 months)

Served as the primary point of contact between athletes, coaches, and administrative staff, ensuring seamless communication and addressing athlete needs effectively. Promoted active athlete participation and brand building, fostering supportive and inclusive fan engagement. Empowered athletes by advocating for their voice in decisions impacting their professional careers.

Stakeholder Management Conflict Resolution Communication Relationship Management Advocacy

E-commerce Customer Service Manager

GigaCloud

Jan 2016 - Dec 2024 (8 years 11 months)

Managed a team of over eight technical and customer service support professionals within a B2B eCommerce environment, overseeing schedule management, timecard approvals, and monitoring KPIs and CSAT metrics. Handled escalation management, achieved baseline goals, and provided comprehensive technical support for software and hardware. Implemented a new training program that improved team efficiency