Open to opportunities

Matt Nesbitt

@mattnesbitt

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Head of Support and Education building AI-enabled, measurable support operations for distributed teams at scale.

United States

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What I'm looking for

I’m looking for a role where I can lead distributed support and education end-to-end, pair coaching with rigorous QA and metrics, and use AI automation to improve service quality while scaling capacity.

I’m a Head of Support and Education focused on scaling distributed support and training through consistency, coaching, and measurable outcomes. Over 15+ years, I’ve owned activation metrics from day one through 90-day adoption, built async-first enablement, and led teams that stay aligned across time zones.

I design queue and knowledge systems that improve speed and quality—FRT under 30 minutes, CSAT 95%+, and strong issue resolution performance. I also build the playbooks and governance (cadence, 1:1s, QA calibration, and feedback) that make quality repeatable across fully distributed operations.

I deploy AI automation that multiplies capacity without multiplying headcount. In particular, I leveraged Monday.com AI automation to reduce staffing workload by 30% by redesigning workflows so automation “sticks,” and I use dashboards and root cause analysis to drive permanent fixes rather than patches.

I’m hands-on by design: I can jump into the queue on a busy day, run end-to-end live training, and coach direct reports in the same week. I’ve led enterprise education and contact center operations across chat, voice, and email, including curriculum creation, agile platform deployments, and cohort onboarding.

Experience

Work history, roles, and key accomplishments

Program Success Manager

Working Solutions

Jan 2021 - May 2026 (5 years 4 months)

Owned support delivery and education operations for 9 enterprise business lines, managing quality and performance outcomes for 7,500+ distributed agents across chat, voice, and email. Deployed Monday.com AI automation to reduce staffing workload by 30% and maintained strong issue resolution and new-hire satisfaction metrics.

Support Operations Education Operations Coaching Cadence Quality Calibration Issue Resolution AI Automation Monday.Com Workflow Automation Root Cause Analysis Knowledge Base Performance Dashboards CSAT AHT QA

Assistant Branch Chief / Program Manager

California Department of Motor Vehicles

Jan 2016 - Jan 2018 (2 years)

Directed virtual contact center operations across three locations, managing senior leadership and analysts supporting 100+ agents. Led omni-channel platform deployment (training, QA, knowledge base, and WFM) using Agile, including IVR remapping and NICE CX integration, and built onboarding content to bring agents up to speed before go-live.

Contact Center Operations Training Knowledge Base WFM Agile IVR Remapping SLA Management QA

Director of Support Services

California Health Benefit Exchange (Covered California)

Jan 2013 - Jan 2016 (3 years)

Built a 102-person support and education operation from scratch across training, QA, CRM, and information management, including SOPs and org structure. Designed cohort onboarding with activation milestones, improved QA and first call resolution metrics year-over-year, and cleared a 1.2M case backlog through Tier 2 process redesign and structured root cause analysis.

Support Operations CRM Information Management SOP Development 30 60 90 Style Onboarding Tier 2 Protocol Redesign Root Cause Analysis QA

Training and Performance Manager

CalSTRS

Jan 2010 - Jan 2013 (3 years)

Directed enterprise learning, onboarding, and performance programs for 150+ agents in the CalSTRS operations contact center. Built async-first curricula using Adobe Captivate, KCS, and LMS, redesigned ADDIE-based learning paths to improve assessment scores, and delivered live training with cohort sessions and 1:1 coaching to accelerate feature adoption and retention.

Enterprise Learning Onboarding Programs Async First Curriculum Adobe Captivate LMS ADDIE Model Scenario Based Content Retention

Assistant Division Chief, Member

California Public Employees Pension (CalPERS)

Jan 2016 - Present (10 years 6 months)

Led managers delivering member support services in a regulated health benefits environment, ensuring quality and compliance across service channels. Produced executive reporting with actionable insights on performance, issue resolution, and compliance metrics for division leadership.

Quality Management Compliance Member Services Executive Reporting Performance Metrics Issue Resolution Stakeholder & Leadership Reporting

Education

Degrees, certifications, and relevant coursework

Western Governors University

Bachelor of Science, Information Technology Management

Bachelor of Science studies in Business with a focus on Information Technology Management at Western Governors University, expected to complete in 2027.