Corben Henry

About Corben Henry

A dynamic and customer-obsessed leader with over a decade of experience in quality, compliance, and customer advocacy. As a \"manager of influence,\" I excel at unifying cross-functional teams to exceed expectations in fast-paced environments. My career is defined by building and scaling programs that enhance customer satisfaction, optimize operational excellence, and drive strategic growth. At Fastly, I champion the voice of the customer, translating their needs into actionable strategies that reinforce the company\'s commitment to a world-class customer experience.

Experience

1. Director of Customer Escalations and Cx Project Management

   Fastly

   Mar 2024 — Present · TX, US

   Promoted to lead and scale three critical, customer-facing functions, merging the Tier Support, Escalation Management and PMO teams to create a unified, white-glove customer experience. I represent the voice of the customer in executive-level strategy meetings, ensuring alignment across revenue, product, and engineering to proactively mitigate risk and drive platform improvements.[-] Strategic Leadership & Vision: Architected and implemented a robust, ITIL-aligned service management framework for the Customer Escalations team, enhancing organizational readiness, standardizing response methodologies, and integrating problem management insights to prevent future issues.[-] Program Management Excellence: Direct the Customer Experience PMO, guiding enterprise customers through a successful onboarding journey that accelerates time-to-value and maximizes satisfaction with Fastly\'s product suite.[-] Incident & Crisis Communications: Own and orchestrate all public-facing incident communications via Fastly\'s Status Page (fastlystatus.com), ensuring transparent, timely, and accurate updates for both planned maintenance and unplanned service disruptions.[-] Cross-Functional Collaboration: Serve as the primary liaison between the customer and internal teams, fostering strong partnerships with information security, product, and engineering leadership to resolve complex issues and champion customer needs.Career Progression at Fastly:[-] Director of Customer Escalations & PMO (2024 – Present)[-] Senior Manager, Customer Escalation Management (2019 – 2024): Built the customer escalation and notification function from the ground up. Established the post-incident Service Advisory program to deliver consistent and clear communication to all customers.

Education

• Panola College

  Musical Education

  2007 — 2007

• Crowley High School

  Graduate, General Studies

  2003 — 2007

Skills

• Strategic Planning
• Information Assurance
• Dod
• Command
• Earned Value Management
• Quality Assurance
• Time Management
• Quality System
• Iso 9000
• Microsoft Office
• Contract Management
• Continuous Improvement
• Software Documentation
• Root Cause Analysis
• Customer Service
• Training
• Logistics
• Intelligence Analysis
• Procurement
• Minitab 17
• Analysis
• Military
• Management
• Team Building
• Supervisory Skills
• Program Management
• Process Scheduler
• Six Sigma
• Proposal Writing
• Quality Auditing
• Defense
• Project Management
• Quality Control
• Statistical Process Control
• Project Planning
• Policy
• Auditing
• Ms Project
• Government
• Military Operations