Daryl Greaves
Global Head of Operations & Customer Support @AutogenAI
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WORK HISTORY
Global Head of Operations & Customer Support @AutogenAI
London, GB
Led a global transformation of Customer Support & Operations by auditing tools, processes, and workflows, identifying critical gaps, and implementing targeted improvements that enabled scalable growth and higher customer satisfaction.- Completed an end-to-end audit of support systems, workflows, and tooling, surfacing efficiency, quality, and CX gaps and defining a clear optimisation roadmap.- Prioritised and delivered key workstreams to scale the Customer Support & Operations function, improving capacity, consistency, and service levels during rapid growth.- Partnered closely with Product, Engineering, and Revenue teams to streamline handoffs, reduce friction in customer journeys, and elevate operational performance and satisfaction scores.- Expanded the global support team headcount by 33%, aligning structure, roles, and coverage with business objectives and customer demand.- Led, coached, and mentored a distributed team of support professionals, driving PDPs, PIPs, and annual reviews to uplift performance, capability, and engagement across regions.
EDUCATION
Buckinghamshire New University
Bachelor of Science (BSc), Psychology
Middlesex University
Bachelor of Science (BSc), Criminology
Middlesex University
Bachelor's degree, Psychology
SKILLS
ABOUT DARYL GREAVES
Senior leader with a track record of building and optimising post‑sales functions across global Customer Support, Customer Success Operations, and Professional Services within SaaS and marketing technology businesses. Skilled in designing and scaling processes, teams, and tooling to improve service levels, customer satisfaction, and operational efficiency, while acting as a strategic bridge between Support, CS, Product, Engineering, and Revenue teams. Combines deep Professional Services and consulting experience—enterprise implementations, GTM offerings, managed services, data and integration work—with a strong foundation in CRM, marketing cloud platforms, analytics, and BI to deliver measurable, data‑driven outcomes for customers and the business.
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