Jackie Fusco

About Jackie Fusco

I operate as a Culture Force Multiplier, rooted in the conviction that World-Class Customer Experience is an operational output driven by a high-trust culture. With over a decade of leadership experience, I successfully scaled and transformed the customer experience by translating customer feedback and outcome data into actionable defect tickets, directly partnering with Engineering to drive systemic improvements.My leadership is built on transparency, care, and accountability. I lead from the front, empowering teams to identify friction points and contribute to systemic change. My commitment to results is matched by my dedication to fostering an environment of empowerment and ownership. Let\'s connect if you\'re passionate about leveraging culture and data to achieve operational excellence.

Experience

1. Director of Care

   Toast

   Sep 2024 — Present

   I lead the API Integrations, Software, and General Support Teams with global oversight, ensuring world-class service delivery to both Restaurateurs and Retail SMB Customers. My focus is on driving operational excellence through strategic initiatives, team scaling, and data-driven process improvement.Key Achievements & Responsibilities:Drove Operational Efficiency via Customer Ownership: Designed, launched, and championed the Customer Ownership Model, successfully reducing customer transfers from 20% to a benchmark-setting 11%, significantly enhancing the customer journey and first-contact resolution.Scaled Global Operations: Led the successful launch and establishment of three additional support teams globally, expanding coverage and capacity to support hyper-growth within the SMB market.Established Center of Excellence (COE): Created the Integrations Center of Excellence (COE) to standardize best practices, drive expertise, and improve the consistency and quality of complex API and software integrations support.Translated Feedback into Action: Leveraged Customer CSAT Feedback to directly inform and execute our Care enablement strategy, including optimizing routing prioritization and developing targeted training to address critical friction points.Strategic Leadership: Managed end-to-end support for critical software and general inquiries, ensuring tight operational alignment with Engineering and Product teams to resolve systemic issues impacting the global customer base.

Education

• Miami University

  Public Administration, Public sector, Spanish

  2008 — 2012