Jim Nestell

About Jim Nestell

Senior CX and AI operations leader with 15+ years of experience building and scaling customer experience platforms for high‑growth SaaS organizations. I specialize in designing AI‑enabled support ecosystems that combine Zendesk, automation, self‑service, analytics, and integrations to deliver exceptional customer and agent experiences at scale.Throughout my career, I’ve partnered closely with Product, Engineering, and GTM teams to modernize CX operations, implement governance and data integrity, and translate business strategy into scalable systems. My background spans enterprise Zendesk ownership, AI‑adjacent automation, global support operations, M&A integrations, and SOC2 and GDPR‑compliant platform design.I’m passionate about helping organizations turn CX platforms into strategic assets—improving efficiency, customer satisfaction, and long‑term scalability.

Experience

1. Program Manager, Zendesk

   Abridge

   Mar 2025 — Present · US

   Scaling and optimizing processes to provide the ultimate customer and agent experience while utilizing the Zendesk platform. Key areas of focus beyond day to day support will be on process optimization, application integrations and data optimization and reporting. Implemented processes and automation to help scale the customer support team 4x in size in less than a year. Built out a suite of standard reports to use both internally in managing team performance but also externally for customer consumption on support performance. Partnered cross-functionally with other teams and departments to standardize data across systems and create data integrity. This has lead to more robust business system integrations. Standardized the configuration and best practices for the use of Zendesk in order to create an initial governance framework. This allows for scaling in the future and consistent reporting. Partnered with Product and Engineering to intimately integrate Zendesk for self-service experiences and upgrading to the newest channel products provided by Zendesk.

Education

• University of Richmond - Robins School of Business

  Mini-MBA, Business Administration and Management, General

  2012 — 2012

• Northern Michigan University

  B.S., Computer Science

  1997 — 2002

Skills

• Saas
• Windows Xp Professional
• Sql
• User Interface Design
• Software Product Management
• E-Commerce
• Start-Ups
• Agile
• Windows Server 2003
• SEO
• Program Management
• User Experience
• Scrum
• Kanban
• Customer Relations
• Windows Server 2008
• Integration
• Process Improvement
• Cloud Computing
• Team Leadership
• Blackberry Enterprise Server
• Customer Service
• Zendesk
• Agile Methodologies
• Windows Server
• Problem Solving
• Management
• Product Development
• Analysis
• Project Management
• Blackberry
• Product Testing
• Troubleshooting
• Networking
• Agile Project Management
• Leadership
• Product Management
• Microsoft Office