Andrew Richards

Snr Director, Global Customer Service Operations @iRobot

Responsible for the global customer service operations, comprising Contact Centre and Repair operations- Creator of the operational strategies & business plans. Manager of the P&L- Delivery of a world-class, premium brand customer experience, a key differentiator on the pathway to purchase- Active management and reduction of global warranty expense. Elimination of top call drivers for Repair and Contact Centres- Selection and strategic management of our T1 global delivery partners; continuously striving to improve the Cx and reduce the cost, delivered through thoughtful prioritisation, process improvement and clear communication. Understanding and aligning motivations, for a win-win outcome- Levelling up - Leveraging existing best practise within our operations to bootstrap less efficient operations- One team - Everyone\'s voice is heard and everyone\'s contribution is valued.