Albert Hixson
Operations Director | AI & Analytics-Driven Growth | Systems, Scale & Strategy
- Role
- Director of Operations at HelloGov AI, Inc.
- Location
- Miami-Fort Lauderdale, FL, US
- LinkedIn followers
- 500 followers
About Albert Hixson
Operations director with 14 years of experience building, running, and scaling complex…
Experience
Director of Operations
Jan 2025 — Present · Miami, FL, US
Improve SLA adherence, recently achieving a 25% increase in under 90 days, by restructuring support workflows with AI-agent automation and Twilio TaskRouter integration- Lead and scale in-house support operations, growing the team from 3 to 20 employees and establishing full coverage across all U.S. time zones- Oversee daily operations supporting monthly human-assisted customer interactions, in addition to thousands of automated AI-agent engagements- Manage cross-functional collaboration across customer support, AI analysis, and fulfillment teams to maintain service consistency and operational alignment- Partner with AI and data teams to embed analytics into decision-making, enabling proactive issue resolution and continuous workflow optimization.
Education
Florida Atlantic University
Master of Business Administration - MBA, Sport Management
Emporia State University
Bachelor of Arts - BA, Psychology
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