Open to opportunities

Justin berg

@justinberg

Message

I lead AI-powered customer operations that cut costs and improve customer experiences.

United States

Message

At GoPuff, I lead Customer Experience Operations across North America, managing a $13.1M budget and support for 30,000–40,000 monthly contacts. I delivered approximately $4M in recurring annual savings, increased AI deflection from 45% to 80%, and improved CSAT from 2.8 to 4.3.

I’ve built and scaled trust, safety, fraud, and financial-services operations at Thumbtack, eBay, Citigroup, and Fidelity Investments. From preventing $24–36M in annual fraud at eBay to improving Citigroup CSAT from 2.1 to 4.7, I build accountable teams, practical operating models, and cross-functional partnerships that improve outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Customer Experience Operations – North America

Current

GoPuff

Jan 2022 - Present (4 years 8 months)

Lead Customer Experience Operations across North America with responsibility for AI transformation, global BPO strategy, operational excellence, customer experience, and executive partnerships. Delivered approximately $4M in recurring annual operational savings and increased AI deflection from 45% to 80%.

AI Transformation Automation BPO Vendor Management Budget Management Customer Experience Operational Excellence Executive Partnership Workforce Planning Cost Reduction

Manager II, Trust & Safety / Critical Escalations

Thumbtack

Jan 2017 - Dec 2022 (5 years 11 months)

Built Thumbtack's Trust & Safety function from the ground up, establishing operating procedures and governance. Led a team of 5 managing highest-severity escalations involving safety, discrimination, legal, and insurance matters.

Trust and Safety Escalation Management Team Leadership Operational Governance Risk Management Cross Functional Partnership

Fraud Operations Manager

eBay

Jan 2007 - Dec 2017 (10 years 11 months)

Led enterprise fraud operations focused on protecting marketplace integrity. Directed investigations preventing an estimated $2–3M in monthly fraudulent activity and built cross-functional fraud response partnerships.

Fraud Prevention Risk Management Investigation Team Leadership Cross Functional Partnership Market Integrity

Operations Manager

Citigroup

Jan 2000 - Dec 2007 (7 years 11 months)

Led a 25-person consumer financial services operations team, owning performance, compliance, and workforce planning. Drove 22 consecutive months of operational gains, improving CSAT from 2.1 to 4.7 and cutting Average Handle Time from 14 to 7 minutes.

Operations Management Team Leadership Compliance Workforce Planning CSAT Process Optimization

Financial Consultant

Fidelity Investments

Jan 1995 - Dec 2000 (5 years 11 months)

Provided financial planning and investment guidance to a diverse client portfolio. Managed a $134M client asset portfolio and developed comprehensive financial and retirement plans.

Financial Planning Investment Management Client Management FINRA Compliance Retirement Planning