CV

John Gibson
Director | Operations Leader | Support Strategist | Product Leader

Summary
I am a customer experience practitioner and product leader with over 20 years of leadership experience in customer operations, product operations, implementation, strategy, and technology stack management. I quickly identify how things work, where they break, and how to bring delight for all involved by building motivated teams that deliver innovation.

Professional Experience

Khoros – Remote (Seattle and Nebraska)
Director, Product Operations | April 2021 – Present

• Led and centralized global product operations team responsible for analytics, planning rhythms (weekly, monthly, quarterly), and tooling across Product, Engineering, Sales, Support, Success, and Product Marketing, replaced siloed GM model across acquired businesses. This improved product manager effectiveness, clarity to investment decisions, cost management, and margin optimization.
• Launched the company’s first AI Council to operationalize high-impact use cases across Product and GTM teams including product ideation, market evaluation and launch management.
• Modernized GTM strategy to drive alignment across Product, Sales, Success, Support, and Marketing by rebooting Product Marketing (focus on solution experience), Pricing Committee (focus on maximizing subscription revenue), Voice of Customer (focus on CX & win/loss) and Customer Advisory Boards (focus on customer engagement).
• Led a cross-functional “CX as a Product” initiative to embed customer success across PS, TAM, Product, Engineering and AI chat in Support, reducing service response times and support case volume while increasing CSAT.
• Led conversational analytics PM, UX, and Engineering teams to prototype AI summarization, classification, and predictive analytics within the CcaaS analytics use cases.
• Designed and extracted product data to feed into product usage metrics, value delivery, and Customer Success health scoring.
• Championed continuous improvement across product and engineering team workflows leading to incident management operations optimization, bug intake and feature request process establishment, and internal feature enablement and onboarding readiness.
• Onboarded and optimized Aha! Product management tech stack for capacity planning, investment tracking, initiative establishment, and roadmap planning collaboration across the business.

HTC – Seattle, WA
Sr. Director, Customer Experience Operations | January 2018 – April 2021

• Led global support operations (250+ agents) across North & South America (DTC and B2B post sales customer service, technical support, warranty processing, ecommerce order management) for mobile and VR portfolios leading cross-functional initiatives with Product, Engineering, Legal, Supply Chain, and Finance to optimize support performance.
• Led technology stack (transitioned legacy CRM and ticketing to Zendesk with integration into SAP and partner ERP and digital commerce systems) and operations transformation initiatives for customer experience improvements. Reduced repeat contacts, time-to-resolve, and time to repair leading to increased CSAT and NPS metrics across service and product.
• Led quality improvement and trust and safety initiatives in collaboration with legal and manufacturing partners and engineering.

HTC – Seattle, WA
Sr. Manager, Customer Experience | January 2017 – January 2018

• Managed global team of social and community specialists; launched rapid-response VOC initiatives for VR support.
• Created VOC intelligence loops to influence product improvements and training strategy.
• Partnered with Engineering and Product teams on cross-functional defect management based on social sentiment and support pain points.

WDS, A Xerox Company – Seattle, WA & Kansas City, MO
Director, Consulting Digital Transformation| December 2009 – January 2017

• Led cross-functional program team focused on digital transformation implementation success for enterprises in the telecom, retail, and SaaS industries.
• Architected end-to-end digital customer journeys integrating contact center automation, digital self-service, and knowledge management portfolio solutions and techniques.
• Led knowledge platform implementations for Sprint and Microsoft support orgs; drove 20% AHT reduction, 38% case re-open reduction.
• Established contact center analytics CoE identifying process efficiencies and VoC outcomes for Microsoft Xbox support; improved case Time to Resolve by 31%, increased sales of XBox digital services in support interactions by 15%.

WDS, A Xerox Company – Seattle, WA
Technical Account Manager – Contact Center & Knowledge Systems | February 2007 – December 2009

• Knowledge management solutions enablement to deliver business and technology value to enterprise clients (Best Buy, T-Mobile, Sprint, Apple, Verizon).
• Delivered regular training and product coaching.
• Developed and monitored customer ROI health and identified opportunities for business value growth.
• Project managed initiatives and solutions integrations throughout client relationships.

WDS, A Xerox Company – Seattle, WA
Instructional Design and Training Manager | May 2004 – February 2007

• Led curriculum and new hire training strategy for large-scale contact center onboarding programs.

WDS, A Xerox Company – Seattle, WA
Operations Lead – Contact Center | 2002 – 2004

• Managed BPO teams delivering incubation contact center services to cellular operators, mobile handset manufacturers, and mobile fleet deployments (police departments, oil services, logistics departments).
• Launched support operations for T-Mobile G1 (first Android device), Nexus, Sidekick, Moto Q, Moto Droid for Verizon, Palm Pre.

Skills (Tri-lingual English, Spanish, and Portuguese)

Customer Experience Platforms & CRM & Contact Center:
Zendesk, Talkdesk, Salesforce, SugarCRM, Five9, Genesys, Khoros, Sprinklr, Hootsuite, NICE, Callminer, Clarabridge, Callabrio, Avaya, Cisco, Twilio, Smooch, Applozic, AWS Connect, Google Dialogflow

Business Intelligence & Planning Tools:
Tableau, Power BI, Qlik Sense, Spotfire, Domo, Jira, Confluence, Aha!

Workforce & Ops Management:
Forecasting, Capacity Planning, SLA Management, Budget Alignment, Change Management, Workforce Management, Vendor Management, KPI Reviews, BPO

Communication & Messaging Channels:
WhatsApp, Apple Business Messaging, SMS, RCS, X (Twitter), Google My Business, LinkedIn, WeChat, Messenger, Instagram.