Open to opportunities

Mike Box

@mikebox

Message

Customer operations leader scaling global support through AI, offshore models, and performance-driven processes.

United States

Message

What I'm looking for

I seek leadership roles where I can scale global support teams, implement AI-driven automation, and build inclusive, data-driven operations that improve CX and reduce costs.

I am a customer operations leader with 15+ years building and scaling distributed support teams across multiple countries and timezones. I specialize in designing multi-site operating models, workforce planning, and performance frameworks that drive measurable business outcomes.

At COROS I led AI strategy and automation infrastructure, optimizing a CARA AI system that handled 48,000+ interactions in 44 languages and delivered over $1M in annual operational value while maintaining 80%+ CSAT. I scaled international operations from 12 to 32+ agents across five countries, pioneered a direct-hire offshore model, and reduced cost-per-interaction by 60%.

Previously I led a 16-person distributed support team at Apple, sustaining 95%+ customer satisfaction over nine years, and delivered executive reporting, coaching, and quality programs. As a disabled professional navigating healthcare systems, I bring a patient-centered perspective to operational excellence and inclusive leadership.

Experience

Work history, roles, and key accomplishments

Current

Head of AI & Automation

Current

Coros

Jan 2025 - Present (1 year 1 month)

Lead AI strategy and automation for global customer operations, optimizing CARA to handle 48,000+ interactions across 44 languages while maintaining 80%+ CSAT and driving operational efficiency.

AI Strategy Automation Multilingual Support CSAT Performance Metrics SOP Development

Head of Customer Support

Coros

Jan 2023 - Jan 2025 (2 years)

Built and scaled international support from 12 to 32+ agents across five countries, pioneered direct-hire offshore model and AI implementation delivering $1M+ annual value and improving CSAT to 80%+.

International Operations Workforce Planning CSAT Cost Optimization Performance Management

Team Lead & Senior Support

Apple

Jan 2014 - Jan 2023 (9 years)

Led a distributed team of 16 support professionals across US timezones, managing scheduling, coaching, quality monitoring and executive reporting while maintaining 95%+ CSAT over nine years.

Team Leadership Scheduling Coaching Quality Assurance Customer Satisfaction Distributed Teams Performance Reviews

Customer Account Executive

Comcast

Jan 2012 - Jan 2014 (2 years)

Led Verizon-Comcast partnership rollout as part of a two-person national team, managing cross-functional coordination and public launch while achieving 15% annual ISP customer growth.

Partnership Management Customer Acquisition Remote Operations Sales Growth Stakeholder Management

Retail Associate

T-Mobile

Jan 2011 - Jan 2012 (1 year)

Exceeded sales quotas by 25% and increased customer retention 20% through a customer-focused retail approach and exceptional service.

Retail Sales Customer Retention Quota Attainment Customer Service Upselling Relationship Building

Education

Degrees, certifications, and relevant coursework

Full Sail University

Bachelor of Science, Game and Interactive Media Design

Completed a Bachelor of Science in Game and Interactive Media Design with coursework in user experience design, interactive systems, and project management.