Michelle Goodman-Miles: VP, Customer Experience & Operations Leader
Enterprise CX leader driving retention, operational performance, and customer satisfaction.
EXECUTIVE SUMMARY
Customer Experience executive specializing in enterprise CX strategy, operational transformation, and customer journey optimization across large-scale organizations.
I design and lead end-to-end customer experience functions that integrate people, process, and technology to deliver measurable improvements in retention, satisfaction, and operational efficiency.
My focus is building scalable service organizations, modernizing CX infrastructure, and aligning customer experience strategy with enterprise growth objectives.
I operate as a strategic partner to executive leadership, translating customer insights into operating models, performance frameworks, and transformation initiatives that drive business outcomes.
EXECUTIVE HIGHLIGHTS
- Led enterprise customer experience operations supporting 225,000+ customers.
- Managed CX organizations of 100+ employees across frontline and leadership teams.
- Oversaw $7.5M operating budgets within $169M+ organizations.
- Maintained low customer churn (<3%) through proactive retention strategy and service optimization.
- Owned end-to-end customer lifecycle performance and service delivery.
- Led omnichannel operations across voice, email, chat, social, and concierge support.
WHAT I LEAD
I partner with executive teams to:
- Build and scale enterprise customer experience organizations
- Design CX operating models and transformation strategies
- Improve customer retention, loyalty, and lifecycle performance
- Optimize contact center and omnichannel service operations
- Implement CX performance frameworks (CSAT, NPS, QA, SLA)
- Lead workforce planning and organizational scaling initiatives
- Transform customer feedback into strategic business actions
PROVEN BUSINESS OUTCOMES
- Enterprise CX transformation resulting in +64% NPS improvement across omnichannel service environment
- Delivered $665K+ annual cost savings through operational optimization, process redesign, and service model restructuring.
- Reduced warranty-related claims by 72% through policy and operational optimization
- Improved customer retention through structured journey redesign and service enhancements
- Increased operational efficiency through workforce optimization and process redesign
- Strengthened service consistency through standardized CX governance frameworks
ABOUT ME
TECHNOLOGY & PLATFORM OWNERSHIP
- Salesforce: CRM configuration, dashboards, reporting, workflows, case management, and custom views
- Five9: contact center operations, routing strategy, QA frameworks, and performance optimization
- VoC Platforms (Medallia / Qualtrics): customer feedback programs, NPS/CSAT analysis, and insights activation
- Knowledge Management Systems: SOP development, training systems, and onboarding infrastructure
INDUSTRY EXPERIENCE
I have led customer experience and operations transformation across diverse, high-complexity industries, including:
- Renewable Energy (Utilities)
- Luxury Retail & Direct-to-Consumer
- Home Improvement & Construction
- Industrial Manufacturing (Aerospace, Automotive, Pharmaceutical, Food & Beverage supply chain)
- Property & Casualty Insurance
- Industrial Coatings
Across these industries, I have consistently delivered improvements in customer satisfaction, operational efficiency, and enterprise CX performance.
LET'S CONNECT
I am open to VP and executive-level opportunities in Customer Experience, Operations, and Service Transformation.
If you are looking for a leader who can build scalable customer operations, improve retention, and drive enterprise CX performance, I welcome a conversation.