Josh Goldstein
Director, Contact Center (Aug 2025-present) Senior Manager, Contact Center (Feb 2022-aug 2025 @Live Oak Bank
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WORK HISTORY
Director, Contact Center (Aug 2025-present) Senior Manager, Contact Center (Feb 2022-aug 2025 @Live Oak Bank
US
Lead national Contact Center strategy, overseeing customer service operations, fraud prevention support, and escalations for small business, consumer, and business deposit customers.• Designed and executed customer support programs for onboarding, fraud support, escalations, and deposit servicing—creating a foundation for scalable, tech-enabled growth.• Built customer feedback loops to identify friction points; partnered with Technology and Product to improve service workflows and influence product development.• Led implementation of a new omnichannel engagement platform, improving handling times and enabling deeper insights into customer journeys.• Managed cross-functional readiness during digital banking core system conversion—aligning service workflows with new tech stack to minimize customer disruption.• Piloted and integrated a 12-person U.S-based partner team to extend hours and stabilize SLAs while maintaining high customer satisfaction.• Delivered operational dashboards, NPS insights, and performance reports to executive leadership; identified opportunities for CX innovation.• Mentored team leads, embedding a customer-first mindset across the department.
EDUCATION
College of Charleston
Bachelor of Arts (BA), Corporate Communications
SKILLS
ABOUT JOSH GOLDSTEIN
Director, Contact Center at Live Oak Bank with 20+ years in customer experience leadership, contact center operations, and digital banking. Proven track record in CX strategy, omnichannel support, and service excellence driving measurable results.Customer Experience and Operations Leader known for building high-performing teams, delivering exceptional service, and driving scalable growth. With over two decades of success across financial services, entrepreneurship, and customer operations, I bring a unique blend of strategic vision and hands-on execution.Recently promoted to Director, Contact Center at Live Oak Bank, I lead the overall strategy and execution of a 50+ person team responsible for delivering best-in-class, omnichannel customer support across phone, chat, and email. Our Contact Center serves as both a critical customer touchpoint and an operational hub, partnering closely with risk, operations, and technology to uphold service excellence, ensure regulatory compliance, and power one of the fastest-growing digital banks in the country.I specialize in customer experience strategy, customer journey optimization, and digital transformation in banking, using analytics and automation to enhance operational efficiency, elevate satisfaction, and drive measurable results. My leadership approach blends team development, workforce management, and change management to deliver consistent outcomes in high-growth environments.Previously, I served as Contact Center Manager and Portfolio Manager – Loan Servicing at Live Oak Bank. Before joining the bank, I owned and operated Golf Package Central, a business I built from the ground up to deliver curated golf vacations along the Carolina Coast. This entrepreneurial experience taught me the value of customer loyalty, brand reputation, and operational agility—skills I’ve carried with me into banking.I played Division I golf at the College of Charleston (1998–2002), an experience that shaped my approach to leadership, collaboration, and resilience—both on and off the course.Core Strengths• People-first leadership and culture building• Customer experience strategy and operations• Omnichannel customer support• Scalable process and service delivery• Cross-functional collaboration (Tech, Risk, Ops, Product)• Sales and relationship management• Digital marketing and customer acquisition• Platforms & Tools: Salesforce, Savana, Fiserv, Finxact, WordPress, Microsoft 365 (Word, Excel, PowerPoint, Access), Glia, Tableau, and internal banking systems*All thoughts and opinions expressed here are my own*
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