Michelle Goodman-Miles: VP, Customer Experience & Operations Leader
Building scalable, tech-enabled customer organizations that improve loyalty, operational performance, & business growth.
Transforming Customer Experience Into Enterprise Value
I build, transform, and scale customer experience and customer operations organizations that improve customer loyalty, operational performance, and business growth.
Organizations bring me in when customer operations have become difficult to scale, service experiences are inconsistent, technology is underutilized, performance visibility is limited, or the business needs a stronger customer strategy to support its next stage of growth.
My work connects customer experience with operational execution by aligning people, processes, technology, analytics, and leadership around a unified strategy that delivers measurable business results.
225,000+
Customers supported through enterprise customer experience and operations leadership
$7.5M+
Annual operating budget responsibility
$665K
Annual savings delivered through operational optimization and service-model redesign
Building the Operating Systems Behind Exceptional Customer Experiences
We believe in creating meaningful experiences that inspire and connect. Let us help you bring your vision to life.
Customer Experience Strategy
Designing enterprise customer strategies that improve loyalty, retention, customer effort, and brand trust.
Customer Operations
Building scalable service-delivery models supported by strong governance, workforce planning, quality, and performance management.
Digital Transformation
Modernizing customer operations through Salesforce, Five9, customer portals, automation, analytics, and integrated customer workflows.
ABOUT ME
Leading Customer Experience Transformation at HomeWorks Energy
Since joining HomeWorks Energy in June 2025, I have led initiatives designed to modernize customer operations across Home Energy Assessments, HVAC, Weatherization, Home Improvement, income-eligible programs, and enterprise customer support.
My work spans customer journey optimization, Salesforce modernization, Five9 strategy, workforce performance, knowledge management, Voice of the Customer, customer communications, AI enablement, operating-policy redesign, executive reporting, and customer self-service planning.
The objective is not simply to improve individual service interactions. It is to create a scalable, data-driven customer operating model that improves transparency, consistency, employee effectiveness, and customer trust across the full service lifecycle.