![Jessica Snow](https://jobicy.com/react/themes/app/images/avatar.jpg) Jessica Snow # Operations & Customer Experience Manager Open to offers · Member since 24 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationArlington, United StatesDesired salaryUnspecifiedWork preferenceHybrid / Full TimeExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am an operations and customer experience leader with more than a decade of experience improving service delivery, team performance, and cross-functional execution. I have led large teams in customer service and support environments, with direct responsibility for 30+ employees and broader oversight of 100+ team members across onshore and offshore operations. I specialize in process optimization, workflow design, and building scalable operating models that maintain quality while improving efficiency. In my recent roles, I redesigned SOPs, strengthened documentation, and introduced a remote staffing model that preserved service levels while increasing productivity. I am comfortable working across analytics, customer operations, compliance, and leadership functions. My background includes using tools such as Salesforce, Tableau, Alteryx, Zendesk, Jira, Confluence, and cloud-based communication platforms to support operational visibility and team coordination. I have a strong track record of coaching and developing teams, managing hiring and onboarding, and creating a culture of accountability and engagement. I value clear communication, consistent standards, and practical solutions that help teams perform at a high level. I also bring experience partnering with engineering, policy, and technical support teams to resolve complex issues and improve customer outcomes. My work has included handling sensitive data, supporting regulatory compliance, and acting as the voice of the customer in product and process discussions. I am now looking for opportunities where I can apply my leadership, operational strategy, and customer experience expertise to help an organization scale effectively, improve service quality, and deliver measurable business impact. ## Skills 26 capabilities[Budget Management](https://jobicy.com/talent/budget-management.md)[Call Center Operations](https://jobicy.com/talent/call-center-operations.md)[Change Management](https://jobicy.com/talent/change-management.md)[Coaching](https://jobicy.com/talent/coaching.md)[Compliance](https://jobicy.com/talent/compliance.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Contract Management](https://jobicy.com/talent/contract-management.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Data Collection](https://jobicy.com/talent/data-collection.md)[Documentation](https://jobicy.com/talent/documentation.md)[Hiring](https://jobicy.com/talent/hiring.md)[Mentoring](https://jobicy.com/talent/mentoring.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Remote Team Management](https://jobicy.com/talent/remote-team-management.md)[Reporting](https://jobicy.com/talent/reporting.md)[SLA Management](https://jobicy.com/talent/sla-management.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Training](https://jobicy.com/talent/training.md)[Workflow Design](https://jobicy.com/talent/workflow-design.md) ## Tech stack & tools Working toolkit ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/confluence/confluence-original.svg) Confluence](https://jobicy.com/talent?tool=confluence.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ### Marketing and Sales Tools [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/salesforce/salesforce-original.svg) Salesforce](https://jobicy.com/talent?tool=salesforce.md) ## Experience Career history ### Operations and CX Manager · Nielsen Audio Oct 2015 – Dec 2025Led national service operations and customer experience for accredited ratings panels, overseeing 30+ employees directly and 120+ total across onshore and offshore teams. Managed hiring, onboarding, training, performance management, and capacity planning. Implemented a remote staffing model that maintained SLA and quality targets while increasing daily work production by 25%. Improved operational efficiency through redesigned SOPs and drove more than $100K in annual cost avoidance. Partnered with engineering and app development teams to improve product reliability and reduce customer-reported issues. ### Panel Relations Specialist/Lead · Nielsen Audio Jan 2014 – Oct 2015Served as primary point of contact for high-value users and resolved complex technical issues while protecting data integrity and hardware usage accuracy. Investigated and cleared system-generated performance alerts within strict timelines. Worked with technical support and engineering teams to expedite resolution of multifaceted cases. Mentored junior team members on troubleshooting workflows and compliance standards. ### Customer Service Lead · Central Market Jan 2011 – Jan 2014Coordinated shifts of 6-20 employees and streamlined front-end customer service workflows. Maintained financial compliance while balancing daily sales of $75K-$100K with accurate bookkeeping and cash audits. De-escalated customer situations, supervised onboarding and training, and coordinated with vendors to improve inventory presentation and service standards. ## Education Learning historyNo education data available. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.