Joshua D.

About Joshua D.

As a Senior Customer Experience and Operations executive, I build organizations that are obsessed with the customer and disciplined about execution. My career has centered on leading large-scale transformations that improve network reliability, modernize service delivery, and turn the customer journey into a true competitive advantage.I gravitate to complex environments where the mandate is clear: reduce friction, increase loyalty, and create scalable, sustainable growth. That has meant rethinking contact center strategies, redesigning digital experiences, and standing up proactive service assurance models that keep customers informed before they feel the impact.Along the way, I have led cross-functional teams through change, aligning Product, Network, Care, and Technology around a shared customer vision. I focus on data-driven decision making, automation, and process design to deliver measurable gains in satisfaction, retention, and operational efficiency.What motivates me most is building cultures where frontline teams are empowered, feedback loops are tight, and continuous improvement is the norm, not the initiative of the quarter. If you’re working on challenges in customer experience, digital transformation, or service operations, I’m always open to connecting and trading ideas.

Experience

1. Head of Customer Experience

   Rise Internet

   Dec 2025 — Present · TX, US

   Enterprise CX strategy: Lead company‑wide customer experience strategy that aligns with growth and profitability goals, measurably improving NPS, CSAT, retention, and cost‑to‑serve. Journey‑driven transformation: Map and redesign end‑to‑end journeys (sales, install, billing, support, retention) to remove friction, reduce avoidable contacts, and lower churn. Data‑driven decisions: Build and govern CX KPI dashboards (NPS, CSAT, churn, repeat‑call, digital containment), using advanced analytics on feedback and behavior to prioritize investments and prove ROI. Digital & contact center modernization: Lead large‑scale contact center and digital‑care transformation (self‑service, automation, knowledge, workflows) to increase FCR and scalability while protecting experience. Telecom & broadband expertise: Apply deep broadband/telecom knowledge (network reliability, install, billing, regulatory constraints) to design practical, customer‑centric products, policies, and communications. Cross‑functional execution: Partner with Engineering, IT, Marketing, Sales, and Field Ops to embed CX in product launches, system changes, and process design, standardizing service across all channels. Culture & leadership: Build and mentor high‑performing CX and operations teams, drive a customer‑first culture through storytelling and recognition, and lead complex change initiatives from concept to full adoption.

Education

• Billy Ryan High School

  Diploma

  1998 — 2001

• University of North Texas College of Business

  Master of Business Administration - MBA

  2018 — 2019

• Collin College

  Associate's Degree

  2011 — 2016

• University of Colorado at Colorado Springs

  Business

  2001 — 2001

• University of North Texas

  Bachelor of Applied Arts & Science

  2016 — 2017

Skills

• Computer Hardware
• Voip
• Dsl
• Management
• Team Leadership
• Technical Support
• Wan
• Computer Network Operations
• Lan-Wan
• Routers
• Switches
• Troubleshooting
• Windows 7
• Telecommunications
• Tcp/Ip
• Optical Fiber
• Wireless Networking
• Customer Service
• Security
• Fiber Optics
• Networking
• Voice Over Ip (Voip)
• Call Center
• Call Centers
• Contact Centers
• Fttx
• Lotus Notes