Open to opportunities

Steven Anderson

@stevenanderson

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Director of Customer Support driving CX transformation and scalable global support operations.

United States

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What I'm looking for

I seek a leadership role where I can scale remote/global support teams, lead CRM and VOC transformations, and partner cross-functionally to improve CSAT, retention, and operational efficiency.

I am a strategic, results-driven Director of Customer Support with 18+ years building and scaling high-performance, distributed support organizations. I specialize in translating Voice of the Customer insights into product and process improvements that reduce contact rates and boost CSAT, retention, and LTV.

I have led CRM transformations, built in-house support from BPO models, and launched VOC, social intelligence, and accessibility programs that delivered measurable YoY improvements. My work has included architecting remote-first teams, designing onboarding and training infrastructures, and implementing AI-enhanced support automation to drive operational efficiency.

I partner cross-functionally with Product, Engineering, UX, and Operations to surface CX trends, optimize workflows, and establish OKR-driven frameworks. I am focused on talent development, workforce management, and evidence-based decision making that sustains SLA attainment and accelerates time-to-insight.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

doola

Jan 2025 - Present (1 year 2 months)

Architected and launched a fully remote, distributed customer support function, replacing a BPO and building an in-house team within 90 days; improved median TTFR to 2:24 and drove 32% QoQ TTFR improvement while achieving 90%+ OKR attainment.

Customer Support Operations Remote Team Leadership TTFR Optimization VOC分析 OKRs Process Improvement A B Testing

Director of Customer Insights

Chegg

Nov 2021 - Nov 2024 (3 years)

Led an 8-person insights organization to deliver VOC, social intelligence, and accessibility programs that reduced contact rates 20%+ YoY and accelerated time-to-insight by 66%, driving retention and engagement improvements.

VoC Program Customer Insights Data & Analytics Retention Accessibility Cross Functional Collaboration

Senior Operations Manager

Chegg

Nov 2019 - Nov 2021 (2 years)

Directed day-to-day operations for 60+ staff across seven teams, maintained 95/5 SLA, led a CRM omni-channel implementation that reduced AHT by 45% and launched support strategy for Chegg's Creator Community.

Operations Leadership CRM Implementation Omni Channel Support Workforce Management SLA Management Cross Functional Partnership

Customer Experience Manager

Chegg

Nov 2017 - Nov 2019 (2 years)

Built and managed a high-performing support team of 40+ agents, implemented operational health metrics and career pathing programs that improved retention and produced multiple internal promotions.

Team Management Performance Metrics BPO Management CSAT Process Improvement Data Driven Decision Making Coaching

Engagement Manager

K-Force Consulting

Jan 2016 - Dec 2017 (1 year 11 months)

Built and led a startup call center operation for the Oregon Health Authority as a BPO partner, scaling to 90+ employees and managing peak volume of 75,000 calls per month while improving quality and service levels.

BPO Operations Workforce Management Performance Monitoring Client Engagement

Customer Service Team Manager

Netflix

Jan 2007 - Dec 2016 (9 years 11 months)

Directed multi-site inbound call center operations managing 100–800 employees handling up to 350,000 calls per month, developed 25+ entry-level employees into management roles and introduced leadership frameworks that drove top national performance.