James Ervin

About James Ervin

A pioneering leader and trusted asset inside mission-driven organizations, I keep the customer at the center of the conversation while charting runways to improve, streamline, and accelerate. I never lose sight of the bigger picture while making sense of the chaos to drive refinement across all levels.My leadership has been instrumental in enterprises such as Curbio, WeWork, and Staples, where I have consistently delivered revenue growth, NPS score gains, and optimized operations. I thrive in challenging markets, swiftly devising action plans for rapid turnaround and improvement. My ability to stay attuned to shifting market and customer changes ensures I remain agile and responsive.My diversity in experiences and ability to navigate multiple functions and divisions have allowed me to impact my organizations from various angles. As a leader, I build and elevate empowered teams that transcend cultures and geographies to break down internal barriers, embrace agile change, and encourage innovation. My success is possible due to the teams that serve under me.AREAS OF EXPERTISE Operational Excellence Culture Development Customer Experience & Satisfaction Continuous Improvement Transformations & Turnarounds OKR & KPI Management Business Process ImprovementKEY ACHIEVEMENTS Boosted profit margins 35%, realizing and closing gaps in current-state processes. Championed targeted initiatives that propelled CSAT rankings to 85%+. Grew NPS from 33% to 96%, renewing focus on the customer experience. Transformed multiple unique markets while securing strategic parentships in each to further grow the business. Overhauled multiple markets, renewing focus on the customer experience and championing market-specific strategies to close gaps and remove bottlenecks.Open to networking and connecting.

Experience

1. Regional Director

   Curbio

   Apr 2022 — Present

   I am currently leading as a Regional Director of Customer Experience role focusing on uncovering gaps and building solutions to elevate vendor management, field operations, project management, customer satisfaction, and overarching market competitiveness.PRIMARY OVERSIGHT & LEADERSHIP SURROUNDED— Building targeted tactics to generate new net revenue, boost portfolio margins, and drive down costs through refined financial practices.TOP ACHIEVEMENTS SPAN: Catalyzed growth in NPS from 33% to 96%, renewing focus on the customer experience and championing market-specific strategies to close gaps and remove bottlenecks. Captained launch of Kansas City and St. Louis markets to expand footprint and market share, diving deep to understand market/customer intricacies and drive targeted strategies for immediate returns. Defined and deployed standardized hiring practices to create consistency and fairness for all candidates while sunsetting legacy interview tactics. Built Pittsburgh vendor base from the ground up while catalyzing partnerships with brokerages and real estate agents to increase trust and brand awareness. Turned around the Florida market after receiving a 30-day warning letter by overhauling the vendor base and team, aligning to market complexities, and building pathways to accelerate NPS and margins. Transformed the Chicago market, rebuilding vendor base capable of navigating complex condo associations and hiring focused project managers to increase connectedness to each ongoing project.

Education

• Penn State University

  Coursework toward Bachelor of Science, Major: Human Development & Family Studies | Minor: Psychology

• Roman Catholic High School

  High School Diploma, General Studies