Darius Rountree
Customer-Centric Operations & Strategy Leader | Driving Team Performance, Client Success & Scalable Processes | EdTech & SaaS Experience | B Corp & Sustainability Advocate
- Role
- Customer Support Lead at Parentsquare
- Location
- Durham, NC, US
- LinkedIn followers
- 500 followers
About Darius Rountree
I\'m a customer-centric operations and strategy leader with 10+ years of experience driving business performance through people, process, and operational strategy. I specialize in building scalable systems, developing emerging leaders, and aligning operational execution with company vision — especially in purpose-driven environments.My foundation in leading client-facing teams has shaped a sharp lens for service delivery and cross-functional coordination. But my impact goes beyond daily operations — I’ve led strategic initiatives to improve retention, optimize workflows, and streamline service models, turning complexity into clarity and enabling growth at scale.I’m most effective in roles that sit at the intersection of strategy, operations, and team enablement. Whether aligning OKRs across departments, designing better processes, or supporting performance through thoughtful systems, I bring structure, focus, and calm to high-growth teams navigating change.What I bring- Strategic Operations & Business Planning- Cross-Functional Leadership & Collaboration- Team Performance & Development- Process Improvement & Service Delivery- Data-Driven Decision Making & Scalable Solutions- Problem SolvingI\'m driven by operations, especially where people, process, and purpose intersect to move an organization forward. I’m especially excited by opportunities where I can shape long-term strategy while building the systems that make it real.Let’s connect — especially if you’re building toward something impactful and need a steady hand to help scale it.
Experience
Customer Support Lead
May 2025 — Present
Serve as a key operational leader for high-impact escalations, ensuring resolution alignment with enterprise service standards and maintaining 96%+ CSAT across multiple support channels Monitor live queues and coach agents in real time to support first-response and resolution time SLAs, helping stabilize handle time, throughput, and queue health during peak demand while resolving 500+ tickets per month Support agent onboarding and technical skill development through live coaching, case reviews, and reinforcement of quality and efficiency expectations, improving time-to-proficiency by 25% during seasonal ramp-ups Translate frontline insights into operational strategy, optimizing training, workflows, and capacity planning to strengthen enterprise readiness and multi-channel service delivery
Education
North Carolina State University
Master of Business Administration - MBA
2020 — 2023
North Carolina Central University
Bachelor of Science - BS, Criminal Justice
2006 — 2010
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