Brie Tuckey

About Brie Tuckey

I build and scale the systems that sit between product and customer — routing architectures, support operations, program infrastructure, and the AI workflows that make all of it smarter over time.I spent nearly six years at Airbnb as one of the company\'s first 100 employees, growing from frontline support into people leadership and ultimately helping establish the CX PMO from the ground up. Watching a Zendesk inbox evolve into a globally distributed support organization shaped how I think about operational scale, systems design, and what it takes to build programs that last.More recently at Snowflake, I\'ve led the redesign of a global case routing platform for a 250+ engineer support organization — driving the full technical and operational transformation from manual workflows to intelligent, automated assignment — while leading the broader shift toward AI-driven, human-governed operations.What I care most about: bringing structure to ambiguous problems, building systems that help teams do their best work, and applying AI not as a buzzword but as a genuine lever for better customer and employee experiences. I\'m especially drawn to product-led environments where operations and customer experience are deeply connected to what gets built.Core strengths:• Strategic program ownership & cross-functional execution• AI-enabled operational transformation & LLM workflow design• Support & CX operations at scale• Change management & launch readiness• Executive storytelling & data-driven decision makingBased in Bend, OR — when I\'m not working I\'m hiking, skiing, or chasing my two boys around the mountains.

Experience

1. Senior Program Manager - Support Quality

   Snowflake

   Apr 2024 — Present · OR, US

   Leading strategic initiatives across Support Operations to improve service workflows, operational readiness, and AI-enabled support experiences in partnership with Product and Engineering.• Architected and launched a global case routing system for 250+ support engineers and ~8K monthly cases — leading the technical design and operational transformation that drove tool adoption from 53% to 90% and improved critical case response SLAs by up to 12 pts• Leading transformation of the support operating model from AI-assisted to AI-driven, human-governed operations — enabling faster troubleshooting through agentic workflows, response automation, and automated case summarization• Partner with Product and Engineering to operationalize AI-powered support capabilities and translate complex technical changes into readiness plans that enable global teams to successfully adopt new tools• Build reporting frameworks and executive scorecards to monitor adoption, service effectiveness, and operational efficiency — synthesizing performance signals into strategic recommendations that drive leadership action

Education

• UC Santa Barbara

  Bachelor of Arts, Global Studies

Skills

• Market Research
• Advertising
• Adobe Creative Suite
• Customer Service
• Strategic Planning
• Social Media
• Keynote
• Account Management
• Customer Satisfaction
• Social Networking
• Sql
• Zendesk
• Crm
• Project Management
• Facebook
• Program Management
• Leadership
• Online Advertising
• Marketing
• Powerpoint
• Microsoft Excel
• Salesforce.com
• Customer Relationship Management (Crm)
• Google Analytics
• Sales