Jordan Bullington

Sr Director, Customer Care @Toast

Omaha, NE, US

Led a global support team of 1500 customer-facing employees across 6 sites spanning internal and BPO, handling 1.4M customer interactions annually within voice, chat, and email channels.Built and scaled a digital support offering to 50% of customer contact volume in 16 months, which included a 70% self-serve rate via AI and improved CSAT by 50bps. Recognized with a Toast Founders Award.Partnered with Product and Engineering to create a feedback loop centered on Voice of the Customer, resulting in reduced ticket volume by 13%.Introduced quartile performance management across the operation, focusing on quality, efficiency, and productivity - centered on metrics that are controllable by agents, managers have the data that they can coach to, with a roll-up to overall business metrics and goals.