Jennifer McDermott

About Jennifer McDermott

I\'m a seasoned VP - Contact Center at Ancora Education, where I lead the support for 22 national sites, internal departments, external clients, and various educational partner programs. With over 17 years in the field, I\'m passionate about delivering exceptional customer service and high-quality education.My career has been defined by my ability to drive change and achieve results. I\'ve been instrumental in streamlining contact center operations, most notably during the acquisition of Delta Career Education Corporation. Using my expertise in Five9 and Salesforce, I customized and rolled out new systems that boosted call-handling efficiency by 33%.I believe in empowering teams and fostering a transparent, collaborative environment. My goal is simple: to enable my team to deliver optimal results and exceed goals.

Experience

1. Senior Vice President of Customer Engagement

   Ancora Education

   Feb 2026 — Present

   In an era where the customer journey is increasingly fragmented, my focus is on creating a cohesive, high-value experience that turns engagement into a long-term competitive advantage. As SVP of Customer Engagement, I sit at the intersection of strategy, data, and human-centric design to ensure every touchpoint reinforces brand loyalty and drives sustainable growth. My approach to leadership is built on three pillars:Operational Excellence: Modernizing the engagement stack and streamlining cross-functional workflows to improve agility and response.Strategic Experience Design: Mapping and optimizing the end-to-end lifecycle to reduce friction and maximize retention.High-Performance Culture: Empowering teams to lead with empathy, data-backed insights, and a relentless focus on the Voice of the Customer.I believe that customer engagement isn’t just a department—it’s the pulse of the company. By aligning customer success with business objectives, I help organizations move beyond transactional relationships toward genuine advocacy and predictable revenue expansion. Currently focused on Ancora\'s mission to redefine how we interact with students in the Education space.

Education

• Gwynedd Mercy University

  Bachelor's Degree, Education

Skills

• Leadership
• Public Speaking
• Management
• Team Building
• Netsuite
• Staff Development
• Higher Education
• Motivation
• Leadership Development
• Adult Education
• Hiring
• Customer Service
• Contact Centers
• Teaching
• Mass Hiring
• Entrepreneurship
• E-Learning
• Campusvue
• Communication
• Educational Leadership
• Organization
• Strategy
• Change Management
• Microsoft Office
• Sales
• Strategic Planning
• Coaching
• Training
• Performance Management
• Crm
• Salesforce.com
• Education