Director of Customer Experience at Rackspace
San Antonio, Texas Area
Director of Customer Experience at Rackspace
San Antonio, Texas Area
Experienced leader with a proven track record of driving innovation, building high-performance teams, and creating engaging customer experiences. "Big picture" outlook combines with extensive operational background to create solutions that are both innovative and pragmatic.
Demonstrated success in collaboratively creating, communicating and executing strategic initiatives across the enterprise. Industry expertise in IT services, with a focus on startup, growth-mode and turnaround organizations.
customer experience management, change management, strategic planning, product life cycle management, program management, execution management, organizational development, general management, emerging technology
(Privately Held; 1001-5000 employees; Internet industry)
January 2006 — Present (2 years 5 months)
Responsible for the strategic leadership of corporate Customer Experience initiatives aimed at increasing customer loyalty and value. Strategic programs include Net Promoter Score, customer analytics, and customer communities.
Provide leadership and direction to team tasked with collecting, analyzing, and reporting NPS & VOC data, and then translating the data into action through the use of Lean Six Sigma tools (DMAIC/DFSS).
Previously led the Backup and Storage business unit for Rackspace in a turn-around capacity.
(Publishing industry)
October 2003 — January 2006 (2 years 4 months)
Responsible for company-wide Web/MIS strategy and operations.
Led team responsible for solving business problems through the intelligent application of technology, including business intelligence, CRM, SFA, eCommerce and execution management systems. Led operational excellence initiatives and corporate "change the business" programs.
P&L responsibility for 5 eProduct lines as well as internet channel sales (B2C & B2B).
(Public Company; 10,001 or more employees; Printing industry)
October 2000 — October 2003 (3 years 1 month)
Managed operational roll-out of Sign and Banner Center product lines
(Privately Held; Information Technology and Services industry)
September 1997 — October 2000 (3 years 2 months)
Led the execution of corporate technology strategy.
customer experience, emerging technology
Creative Good Customer Experience Council,
IEEE Computer Society,
Project Management Institute