Izzy Knopper
Director of Customer Experience Technology @Instacart
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WORK HISTORY
Director of Customer Experience Technology @Instacart
Portland, OR, US
Leading the Conversational Design/AI team in advancing Carebot and Voicebot Overseeing CX Tools strategy with the Technology Governance team, and enhance prioritization efforts across CX, Product, Engineering, and Business Systems Focus on driving improvements across the end-to-end experience for our customers, shoppers, retailers, and specialists
EDUCATION
California State University, Northridge
Bachelor's Degree, Gender & Women’s Studies (with a concentration in Philosophy and Religion)
California State University, Northridge
Bachelor's Degree, Cinema & Television Arts (with a concentration in Film Editing)
SKILLS
ABOUT IZZY KNOPPER
Building excellent customer experiences means delivering the right solution for customers with the most efficiency. I define support approaches and create team infrastructure to drive operational excellence and reduce customer pain points. Leveraging technology, I implement low-friction processes and increase automation. I love building and developing teams with the mindset of constant improvement and opportunities to grow. My goal is always to create something beautiful for the customer and sustainable for the business. Key successes include: Scaling Customer Experience Teams: Built and led the JUUL Global Customer Experience organization with CX teams located in SF, London and Singapore. Managed 4 outsourced call centers, serving 20 countries in 17 languages. Support offered in 3 submission channels with a global average CSAT of 92%. Driving Automation: Worked cross-functionally with legal, digital and marketing teams to launch warranty policy revision, resulting in 50% automation for NOAM contacts, 30% for EMEA. Defined and implemented automated GDPR & CCPA processing for data privacy across Global JUUL e-commerce. Improving Customer Experience: Through analysis identified opportunities to reduce e-commerce cases for JUUL customers, drove cross-functional change which resulted in a reduction of 30% of e-commerce case volume.
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