Open to opportunities

Mike Jason

@mikejason

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Transformational Customer Experience Executive with a focus on operational leadership.

United States

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What I'm looking for

I am looking for a role that fosters innovation, values customer-centric strategies, and offers opportunities for professional growth.

I am an innovative and results-driven executive with over 15 years of experience leading large-scale customer service organizations. My expertise lies in reducing operational costs, driving customer satisfaction, and implementing advanced service technologies. I have a proven track record of managing complex support operations and optimizing vendor performance while ensuring regulatory compliance.

In my current role as Director of Operational Excellence at Williams-Sonoma, I lead a global customer support operation handling 7.5 million interactions annually. I successfully reduced costs by $245M over 24 months and improved our Net Promoter Score from 13 to 61 through strategic process improvements. My passion for cultivating high-performing, customer-focused teams has been instrumental in achieving these results.

Throughout my career, I have consistently demonstrated my ability to align service delivery with enterprise goals and improve key performance indicators. I thrive in dynamic environments and am dedicated to continuous improvement and innovation in customer experience.

Experience

Work history, roles, and key accomplishments

Current

Director of Operational Excellence

Current

Williams-Sonoma, Inc

Jan 2022 - Present (3 years 4 months)

Led a global customer support operation handling 7.5 million customer interactions annually, overseeing a $111M budget, and managing a diverse, international workforce. Reduced costs by $245M over 24 months through strategic operational improvement initiatives and decreased customer escalations by 47%.

Operational Excellence Budget Management Escalation Management Workflow Automation Team Consolidation

Head of Customer Operations

Pollen

Jan 2022 - Present (3 years 4 months)

Improved business performance by designing and steering strategic framework for Pollen Experiences, optimizing operational management, and implementing advanced pertinent technology. Supervised 200 employees, evaluated team performance, and delivered constructive feedback to staff to improve personnel motivation and work efficiency.

Customer Operations Operational Management Team Management Performance Management Cost Per Contact Reduction Department Merging

Associate Vice President, Customer Operations

Credit One Bank

Jan 2018 - Present (7 years 4 months)

Led customer support for 24 million interactions annually, managing a $100M budget and transforming dispute and payment strategies for $500M in outstanding debt. Uplifted account profitability by 27% and decreased operational costs by 33% ($35.7M) within 24 months.

Customer Operations Budget Management Payments Strategy Account Profitability Regulatory Error Reduction QA Processes Vendor Management Predictive Analytics Workforce Planning

Senior Manager, Customer Experience

24-7 INTOUCH

Jan 2016 - Present (9 years 4 months)

Managed CX programs for 36 enterprise clients with a combined value of $100M annually. Improved CX metrics (NPS, CSAT, CE) by 10% through journey mapping and operational enhancements.

Customer Experience Client Management NPS CSAT Journey Maps AI Powered Engagement Call Center Operations

T-

Operations Manager

T-Mobile

Jan 2005 - Present (20 years 4 months)

Directed a 34M-customer support operation, pioneering the “Team of Experts” strategy and advancing global customer experience initiatives. Led international call center transformation, earning 7 J.D. Power Awards for customer service excellence.

Operations Management Customer Support Team Of Experts Strategy J.D. Power Awards Team Building CX Function Launch Social Media Strategy

Education

Degrees, certifications, and relevant coursework

Georgia Institute of Technology

Computational Media, Technical and Scientific Communication

Studied Computational Media with a focus on Technical and Scientific Communication. Gained expertise in the intersection of technology, communication, and media.