Angela Snyder
Director of Operations - Unified Practice @Fullsteam
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WORK HISTORY
Director of Operations - Unified Practice @Fullsteam
TX, US
Lead all customer-facing operational teams, including Customer Success, Support, and Payments, for a growing SaaS organization. Drive strategy, workforce planning, automation, and continuous improvement initiatives that improve customer experience, quality, and efficiency.Key Achievements:• Designed and operationalized a new customer journey framework, raising CSAT from 87% → 94%• Built forecasting models, capacity planning processes, and intraday scheduling practices to optimize coverage and service levels• Reduced SLA breaches by 35% through workflow automation, CRM optimization, and process standardization• Led Payments/AR operations, improving receivables accuracy and reducing aging through cross-functional coordination• Partnered with Product, Engineering, Finance, and Marketing to eliminate friction, enable self-service, and improve issue resolution• Established KPIs, reporting frameworks, and OKRs aligned to company-wide operational goals• Served as Tier 3/executive escalation point and elevated Voice of Customer insights to influence product and operational strategies• Scaled onboarding, documentation, and training programs to support organizational growth
EDUCATION
New Mexico Highlands University
Master of Arts (M.A.), Human Performance and Sport/Sports Administration
Lewisville High School
Diploma
New Mexico Highlands University
Bachelor of Arts (BA), Human Performance and Sport
SKILLS
ABOUT ANGELA SNYDER
Customer-obsessed operations leader with 12+ years of experience building and scaling high-performing teams across Customer Service, Support, Success, Implementation, Payments, and Compliance. I specialize in transforming customer-facing operations through data-driven decision-making, automation, and process redesign that improves quality, efficiency, and financial outcomes.My career has focused on solving complex operational challenges — from workforce management and forecasting, to policy and compliance workflows, to customer journey design and receivables optimization. I’ve led organizations through rapid growth, structural redesign, and technology modernization to create scalable, consistent, and retention-driving customer experiences.I am passionate about:• Building world-class customer service & operational ecosystems• Creating scalable processes that reduce manual work and improve accuracy• Leading leaders and developing empowered, high-performing teams• Workforce management, capacity planning & service-level optimization• Designing KPI frameworks and using data to drive strategy & performance• Strengthening cross-functional partnerships across Product, UW, Finance, Claims, Sales & Marketing• Continuous improvement and test-and-learn culturesI thrive in organizations that are scaling, evolving, or transforming — and where operational excellence directly impacts customer experience and financial health.
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