Open to opportunities

Scott Markovits

@scottmarkovits

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Strategic operations leader driving scalable processes and customer growth.

United States

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What I'm looking for

I’m seeking a leadership role in operations or customer experience at a growth-stage startup where I can build scalable processes, lead cross-functional teams, and use data-informed workflows to improve retention and operational efficiency.

I am a strategic and operational leader with over a decade of experience building scalable systems and cross-functional alignment in fast-paced startup environments. I specialize in developing internal processes across Revenue Operations, Support, and Customer Success to optimize execution, transparency, and tool adoption.

I have built operations functions for multiple SaaS startups, led customer experience turnarounds, and implemented Voice of Customer programs that improved CSAT and NPS by 15%+. I’ve redesigned support workflows with AI-assisted automation to reduce response and resolution times, and helped companies transition to remote-first models.

I partner closely with Product, Sales, and Marketing to define GTM and product strategies, develop onboarding and engagement playbooks, and launch internal tooling and SOPs. I am passionate about helping startups scale sustainably through intentional, data-informed workflows.

Experience

Work history, roles, and key accomplishments

Current

Fractional Head of Customer Experience

Current

GoFlow

Jan 2025 - Present (1 year 5 months)

Rebuilt customer support workflows and SOPs, introduced AI-assisted replies and intake improvements that cut resolution time 50% and improved first response time 22%, and increased tickets resolved 50% month-over-month while scaling the team.

Customer Support Intercom AI Automation SOP Development Workflow Design Scaling Teams Performance Metrics

Current

Fractional Chief of Staff

Current

Independent Consultant

Jan 2022 - Present (4 years 5 months)

Built internal operations functions for 5+ SaaS startups, implementing systems, CRM integrations and automation that improved RevOps efficiency and increased NRR and upsell opportunities; established Voice of Customer programs that raised CSAT and NPS by 15%+.

Operations & Strategy Rev Ops Automation Stakeholder Management

Head of Customer Experience

CloudApp

Jan 2022 - Dec 2022 (11 months)

Partnered with Product, Marketing, Support, and Sales to integrate customer insights into the roadmap, developed success playbooks and onboarding workflows, and launched internal tooling and documented SOPs to improve engagement and operational efficiency.

& Customer Success Cross Functional Collaboration Tooling Automation Customer Insights

Head of Operations

InVision

Jan 2012 - Dec 2020 (8 years 11 months)

Built foundational internal operations for a fully remote startup, managing legal, HR, finance, vendor contracts and tooling; implemented CRMs, project management systems and reporting dashboards to improve cross-functional collaboration.

Operations Management HR Processes Finance Operations Vendor Management CRM Documentation