Looking for a job

Tyler Jones

@tylerjones2

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I build scalable customer experience operations, systems, and service delivery programs in high-growth companies.

United States

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What I'm looking for

I'm looking to build and scale customer experience and operations programs, partnering across teams to improve service delivery, systems, workflows, and measurable business outcomes.

At 10X Health System, I built the company’s first formal Customer Experience function and helped scale customer operations as revenue grew from approximately $5M to $165M and headcount grew from 20 to 150+ employees. I created SOPs, escalation frameworks, onboarding programs, service standards, Salesforce case management processes, and a knowledge base covering more than 100 products.

I lead cross-functional operational initiatives across customer experience, sales, fulfillment, clinical operations, vendors, and executive leadership. I’ve scaled contact center operations to 30+ agents, reduced call abandonment by 99%, cut onboarding from 4–6 weeks to two weeks, and contributed to a 10% reduction in support-related refund requests.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

10X Health System

Oct 2024 - Present (1 year 11 months)

Established and led the company's first formal Customer Experience function, building operational foundations including SOPs, escalation frameworks, and onboarding programs. Managed vendor partnerships, Salesforce case management, and executive reporting to support scaling from $5M to $165M in revenue.

Customer Experience Operations Salesforce SOP Development Escalation Management Onboarding Vendor Management Executive Reporting IVR Knowledge Base Process Improvement Automation AI Quality Assurance Workforce Planning

Current

Freelance Photographer

Current

Self-Employed

Feb 2022 - Present (4 years 7 months)

Delivered end-to-end photography services including shooting, editing, and client management for private and commercial clients, building long-term client relationships.

Photography Editing Client Management Branding

Senior Patient Success Representative

10X Health System

Mar 2024 - Oct 2024 (7 months)

Promoted to Senior Patient Success Representative, contributing to customer operations and process improvements during rapid company growth.

Customer Success Patient Support Operations

Patient Success Representative

10X Health System

Jun 2023 - Mar 2024 (9 months)

Served as a Patient Success Representative, supporting customer operations and contributing to the development of customer experience processes.

Customer Success Patient Support

Business Development Representative

Oracle NetSuite

Jun 2022 - Mar 2023 (9 months)

Generated and qualified sales opportunities for a leading cloud ERP platform, consulting with prospective clients to analyze business needs and recommend ERP solutions.

Sales Lead Qualification ERP Client Consultation Stakeholder Engagement