Tony Hungate
@tonyhungate
Global SaaS support and operations leader driving data-driven CX and scalable teams.
United StatesWhat I'm looking for
I am a seasoned global support and operations leader with 18+ years scaling SaaS service organizations across enterprise and startup environments, combining technical depth with strategic clarity to deliver measurable business outcomes. I have led large distributed teams, integrated complex systems (Salesforce, Jira, SAP), and built KPI-driven programs that significantly improved CSAT, renewal rates, and SLA compliance.
I hold PMP and CISSP certifications and have a strong background in training, process design, and operational strategy, having built CX foundations, playbooks, and dashboards that enabled rapid growth and seamless global engagement. My work has converted customer feedback into product and process improvements and driven multimillion-dollar expansion through cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
Head of Service, eMobility
Consolidated Metco
Sep 2023 - May 2025 (1 year 8 months)
Led design and scaling of customer support and field service for a new electrification product line, cutting errors by 98% and shortening resolution time by 87% through systems and integration work.
CODirected global SaaS support for nine products and 110K enterprise users, increasing CSAT 22% and driving $12M in expansion revenue while reducing churn over 12%.
COManaged 65+ global engineers and service staff, launched process improvements that improved customer engagement 45% and SLA compliance 35%, and delivered a zero-downtime SaaS migration for 100K+ users.
Director, Learning and Development
United States Air Force
Aug 2017 - Nov 2018 (1 year 3 months)
Directed enterprise-wide training for 3,000+ personnel, revamping curricula to raise compliance 46% and launching an instructor certification program that reduced external trainer dependency by 60%.
Director, Cyberspace Operations
United States Air Force
Aug 2011 - Aug 2017 (6 years)
Oversaw training and readiness for 20,000+ personnel in cyber intelligence and network security, converting 163 courses to interactive eLearning and improving one-time pass rates by 42%.
Education
Degrees, certifications, and relevant coursework
University of Maryland
Bachelor of Science, Computer Science
Completed a Bachelor of Science in Computer Science focusing on core computing principles and software development.
Community College of the Air Force
Associate of Applied Science, Intelligence Analysis
Awarded an Associate of Applied Science in Intelligence Analysis through the Community College of the Air Force.
Community College of the Air Force
Associate of Applied Science, Information Systems
Awarded an Associate of Applied Science in Information Systems through the Community College of the Air Force.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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