Elizabeth Ogilvie Pelletier

WORK HISTORY

EDUCATION

ABOUT ELIZABETH OGILVIE PELLETIER

Director-level Customer Experience leader with a track record of scaling teams, improving operations, and driving measurable impact in fast-paced SaaS environments. I specialize in building systems that work—from launching new CRM platforms and self-service portals to standardizing workflows, training programs, and documentation.I lead with a balance of strategic oversight and hands-on execution. I’ve built Support teams from the ground up, implemented tools like HubSpot Service Hub, and managed cross-functional initiatives to improve how customers interact with product, support, and services. I thrive in environments where ambiguity needs structure and where process, people, and tools must align to deliver results.Key strengths include:Project ownership and systems enablementProcess design, documentation governance, and workflow improvementCRM platform implementations and optimizationScalable support models (ticket routing, SLAs, Knowledge Base)People leadership, hiring, mentoring, and team developmentData-driven insights, KPI reporting, and backlog managementCross-functional collaboration with Product, Engineering, and Customer SuccessDeep partnership across Support, Fraud, Network Maintenance, and Data Integrity teams to reduce friction and streamline operationsStrong customer empathy and clear communicationWhether I’m launching a new tool, coaching a new leader, or leading during a service disruption, I focus on creating clarity, driving accountability, and improving both customer and team experiences.