Open to opportunities

Scott Thomas

@scottthomas

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Executive customer service and operations leader using AI to modernize contact centers and improve CX.

United States

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What I'm looking for

I’m looking to lead AI-driven customer experience and contact center modernization—aligning people, process, and technology to raise CSAT/NPS and improve operational performance through strong governance and workforce optimization.

I’m an executive customer service, operations, and customer experience leader with 20+ years transforming CX and contact center service and sales organizations across Fortune 50 enterprises, Big Four consulting, enterprise software, SaaS, and entrepreneurial businesses.

I’ve built and modernized global customer operations by aligning people, processes, technology, and artificial intelligence to improve customer satisfaction, operational performance, and business results—leading organizations of 600+ employees and 750 FTE across 122 countries, supporting 300,000+ internal users, and directing 24/7 operations handling ~2 million customer interactions annually. I founded Service-Bot.AI and created the Service-Bot™ AI Customer Service Leadership Framework and Reputation Radar™ customer intelligence platform, plus AIANXIETY™ playbooks and workflows that help leaders adopt AI while strengthening workforce optimization, executive decision-making, and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Founder & CEO

Current

Service-Bot.AI

Jan 2019 - Present (7 years 7 months)

Founded and leads an AI-driven customer service and operations transformation company focused on modernizing CX, contact centers, and service operations. Builds proprietary AI methodologies, workflows, knowledge management strategies, and decision-support tools to improve customer satisfaction and operational performance.

AI AI Transformation Automation Analytics Customer Experience Strategy Workforce Optimization Knowledge Management SOPs Decision Support

CEO of Sales, Service & Ops

Zamboni Enterprises, LLC

Jan 2010 - Jan 2019 (9 years)

Founded, built, and led two Snap Fitness franchises, scaling startup operations into high-performing, customer-focused businesses. Owned day-to-day leadership across customer service, sales, operations, and contact center functions with P&L responsibility and KPI-driven operating procedures.

Customer Service Customer Service Operations Sales Leadership P&L management Customer Experience Inbound Sales Support Outbound Lead Generation Appointment Scheduling Customer Acquisition Digital Marketing Referral Programs Sales Coaching KPIs Quality Standards Performance Management

Director of Global Service Ops

Citigroup

Jan 2004 - Jan 2010 (6 years)

Directed global customer service, technical support, and shared services operations supporting 300,000+ employees across 122 countries. Led 24/7 contact center operations with KPI governance, workforce and vendor oversight, and executive reporting to improve service quality, productivity, and operational risk outcomes.

Global Service Operations Customer Service shared services Technical Support Workforce Management Vendor Management Executive Reporting KPIs Regulatory Compliance Knowledge Management Escalation Management Business Intelligence Governance Continuous Improvement Service Desk

Director of Technical Support & Sales

Iomega

Jan 2002 - Jan 2004 (2 years)

Led worldwide technical support and customer service operations, including customer sales and service support. Partnered with Product and Engineering to improve quality while managing very high volumes of customer contacts.

Technical Support Customer Service Customer Sales Customer Service Operations Quality Improvement

Director of Technical Support & Sales Ops

Microsoft Dynamics SL

Jan 1994 - Jan 2002 (8 years)

Provided executive leadership for global customer service, technical support, and customer operations for an enterprise ERP software provider. Built scalable Tier 1–Tier 3 support and partner/dealer enablement functions, strengthening knowledge management, workforce planning, KPI reporting, and operational governance.