Hossein M.
Scaling service and structure | CX & Ops Manager | Metrics-Driven | People-Focused
- Role
- Collector Experience (Cx) Manager - Live & Collect at Fanatics
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Hossein M.
I turn chaos into clarity — building high-performing teams, streamlining operations, and elevating the customer experience.With over a decade of leadership across telehealth, e-commerce, and hospitality, I specialize in scaling customer experience and operations functions with a focus on efficiency, growth, and people development. From managing 55+ CX agents at Hims & Hers to overseeing hotel P & Ls at Marriott, I bring a unique blend of analytical thinking and people-first leadership.I’ve driven measurable results — boosting CSAT by double digits, reducing response times by 15%, and leading initiatives that directly improve retention and revenue. I’ve owned everything from department budgeting, QA scorecards, and workforce planning to vendor oversight, time studies, SOP revamps, and deep coaching programs.I thrive in roles where I can:Develop customer-centric strategies grounded in data and empathyOptimize operations through workflows, analytics, and smart staffingBuild and motivate engaged, empowered, and accountable teamsCollaborate cross-functionally to solve business challenges and drive innovationCurrently open to opportunities where I can lead CX or Ops teams, contribute to strategic growth, and make an impact through structure, insight, and human leadership.
Experience
Collector Experience (Cx) Manager - Live & Collect
Sep 2025 — Present · Los Angeles, CA, US
Education
Los Angeles Mission College
Associate of Arts - AA, Legal Assistant/Paralegal
2020 — 2022
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