Kathe Rodd
Leader, Global Customer Support @ Magnit | Business Process Improvement
- Role
- Leader, Global Customer Support at Magnit Global
- Location
- Petaluma, CA, US
- LinkedIn followers
- 500 followers
Experience
Leader, Global Customer Support
Jan 2023 — Present · Folsom, CA, US
Leads a global, 24x7x365 support operation encompassing L1 front-line and L2 technical professionals across three platforms, ensuring operational efficiency and delivering a positive support experience across regions. Continues to integrate new support teams into Magnit’s standardized tools and workflows, maintaining alignment with global support standards and enhancing service delivery.Drives an ongoing digital transformation, having shifted from traditional email-based support to a user-focused support portal. This platform improves the customer experience through streamlined case management, self-service content, and scalable support solutions. Established a widely adopted knowledge and content management practice, enabling consistent and efficient issue resolution across internal and external teams.Champions the use of a virtual agent that currently deflects about 40% of chat modality inquiries, significantly reducing case volume and improving response times. Oversees capacity planning for a 24x7x365 operation, ensuring resource allocation, service quality, and cost efficiency. Continually refines performance KPIs around case volume reduction, CSAT, and quality, delivering consistent month-over-month and year-over-year improvements.Serves as a key stakeholder in the evolution of ServiceNow within the organization, enhancing adoption and usability for both internal users and customers through digital self-help and guided support experiences. Collaborates cross-functionally with product and engineering teams using data-driven insights to address root causes of friction, reduce case volume, and elevate the overall support experience.
Skills
- Strategy
- Outsourcing
- Vmware
- Management
- Program Management
- Strategic Sourcing
- Business Process Improvement
- Vendor Management
- Project Management
- Requirements Analysis
- Cloud Computing
- Enterprise Software
- Saas
- Process Improvement
- Leadership
- Cross-Functional Team Leadership
- Strategic Partnerships
- Professional Services
- Salesforce.com
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