Jeffrey Lewis

About Jeffrey Lewis

I am a long-term Customer Service Program Leader with 17+ years of multi-faceted experience shaping business processes for customer experience programs, fostering excellent process improvement, orchestrating technical backend processes, and refining business strategy to provide scalable customer support. With progressive experience leading customer service teams and as a keynote speaker and presenter for Zappos, I have been instrumental in creating the groundwork of technical coordination, vendor management, and internal communication that gives customers tools to support their success.

Experience

1. Senior Project Manager

   Zappos

   Mar 2013 — Present

   My current position enables me to support cross-functional teams, customers, IT change management, and project implementation for multiple key projects with direct supervision of up to 200 employees. I work to integrate internal stakeholders and the voice of the customer into decision-making and delivery processes with a portfolio of technical tools to promote growth and streamline costs. This has included multiple multimillion-dollar change initiatives that scale and refine backend systems for the customer. Some key projects include: an Amazon backend migration worth $20MM+ in annual cost reduction, an outsourcing initiative that integrated third-party tools, and four-year development of a suite of internal tools that rolled out to all global business units. Major speaking engagements included:Customer Experience Summit in New York, New York 2018Customer Experience Conference Columbus, OH 2015Customer Experience Conference San Diego, CA 2014Marine Corps Exchange San Diego, CA 2013Customer Experience Conference Copenhagen, Denmark 2011