Darren Matthews

About Darren Matthews

I am passionate about leveraging technology to create smarter, more efficient business solutions that drive results. With over 30 years in Customer Service, Operations, and Technology, I bring a strategic mindset and a proven track record in complex project and program management across business and technology development. Driving high-impact initiatives that optimize operations, enhance customer experience, and deliver measurable cost savings are at the core of my work.Leading cross-functional teams to meet aggressive timelines while fostering a culture of collaboration and professional growth has been a key focus throughout my career. I ensure financial discipline aligns with business objectives and strategic targets. Strong stakeholder relationships, critical thinking, and conflict resolution enable me to navigate challenges and drive success.Expertise includes:Salesforce Service Cloud implementationAmazon Connect/Service Cloud Voice integrationChat and voice AI automationConversational AI, predictive AI, and generative AI innovatorDriving efficiency and expense reduction through technologyImproving customer satisfaction (CSAT) with AI-driven solutionsKey accomplishments- Member of Salesforce Service Cloud Product Advisory Council - Member of Shutterfly AI Governance and Advisory Council - 40% reduction in CS expense over 5 years through process and technology innovationTechnology is constantly evolving, and I thrive on harnessing innovation to create scalable, forward-thinking solutions that make a lasting impact.

Experience

1. Senior Director, Customer Service

   Shutterfly

   Mar 2025 — Present · Eden Prairie, MN, US

   As Director of Customer Success, Support Services, I am responsible for leading the Teams accountable for the analysis of Customer insight data gathered directly from Customer contacts as well as case categorization. My Team, in partnership with the other Shutterfly Insights Teams, aggregates data to justify and drive Customer experience and Customer Success efficiency initiatives. In addition, I also lead the Teams responsible for the management of all Customer Success roadmap initiatives, technology projects, process improvement project execution, learning and development, quality assurance, communications, and artificial intelligence implementation and automation.

Education

• Saint John's University

  BS, Business Management

  1983 — 1987

Skills

• Operations Management
• Performance Management
• Crm
• Itil
• Leadership
• Interviews
• Budgeting
• Business Analysis
• Project Management
• Cross-Functional Team Leadership
• Time Management
• Training
• Team Building
• Management
• P&L Management
• Customer Relationship Management (Crm)
• Strategic Planning
• Loss Prevention
• Inventory Management
• Coaching
• Program Management
• Customer Service
• Budgets
• Team Leadership
• Vendor Management
• Business Process Improvement
• Retail
• Account Management
• Change Management
• Outsourcing
• Strategy
• Process Improvement